Employee Handbook | 1 Employee Handbook
Employee Handbook | 2 TABLE OF CONTENT 1. WELCOME 4 2. INTRODUCTION 5 3. GENERAL EMPLOYMENT POLICIES AND PRACTICES 6 4. UPLUS ORGANISATIONAL CLIMATE 7 5. EMPLOYEE VOICE 9 6. EMPLOYEE COMMUNICATION 11 7. YOUR EMPLOYMENT RELATIONSHIP WITH THE COMPANY 12 8. INDUCTION & WORK PROCEDURES 14 9. PERFORMANCE REVIEWS, SALARY REVIEWS 19 10. RESPONSIBILITIES AND OBLIGATIONS OF EMPLOYEES 20 11. HEALTH & SAFETY RULES 21 12. PROMOTIONS AND TRANSFERS 22 13. WORKPLACE HARASSMENT 24 14. COMPENSATION 28 15. BENEFITS 29 16. LEAVE & HOLIDAY 30 17. SEPARATION PROCEDURE 32
Employee Handbook | 3 ACKNOWLEDGEMENT OF RECEIPT OF UPLUS EMPLOYEE HANDBOOK I acknowledge that I have received a copy of the Uplus Employee Handbook. I understand that I am responsible for reading and abiding by all policies and procedures in this Handbook, as well as all other policies and procedures of the Company. I also understand that the purpose of this Handbook is to inform me of the Company’s policies and procedures, and that it is not a contract of employment. Nothing in this Handbook provides any entitlement to me or to any Company employee, nor is it intended to create contractual obligations of any kind. I understand that the Company has the right to change any provision of this Handbook at any time and that I will be bound by any such changes I expressly agree to the provisions of Dispute Resolution, of the Handbook, in which I have agreed to use alternative dispute resolution, in lieu of litigation, as number one means of resolving any dispute that may arise between the Company and me, subject to the Company’s right to seek injunctive relief. I agree to first seek to mediate any dispute with the Company with a trained and experienced mediator in employment disputes. If mediation is not successful, I agree to submit the dispute to the courts of law within my employment jurisdiction. _________________________ Signature Date:_______________ __________________________ Full Name (please print) Please sign and date one copy of this acknowledgement and return it to Human Resources. Retain a second copy for your reference. A GUIDE FOR OUR EMPLOYEES
Employee Handbook | 4 WELCOME It is our privilege to welcome you to Uplus. We wish you every success in your new job, and we hope that you swiftly adjust and fit in with the team. This Handbook was developed to describe some of the expectations we have for all of our employees and what you can expect from us. We hope that your experience here will be challenging, enjoyable, and rewarding. Again, welcome!
Employee Handbook | 5 INTRODUCTION This Employee Handbook is a compilation of personnel policies, practices and procedures currently in effect within the company. This Handbook is designed to introduce you to the company, familiarize you with Company policies, provide general guidelines on work rules, benefits and other issues related to your employment, and help answer any of the questions that may arise in connection with your employment. This Employee Handbook is not a contract of employment, and does not create a contract of employment. This Handbook is an overview or a guideline. It cannot cover every matter that might arise in the workplace. For this reason, specific questions regarding the applicability of a particular policy or practice should be addressed to the head of department. The Company reserves the right to modify any of our policies and procedures, including those covered in this Handbook, at any time. We will seek to notify you of such changes by email and other appropriate means. However, such a notice is not required for changes to be effective
Employee Handbook | 6 GENERAL EMPLOYMENT POLICIES AND PRACTICES Equal employment opportunity Imagine if you had to work in a place nobody likes you or respected you because of your race, religion, color, sex or origin. Must be a toll order. Well relax you are in the right company Uplus is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation and gender identity), national origin, disability, age, genetic information. Our policy reflects and affirms the Company’s commitment to the principles of fair employment and the elimination of all discriminatory practices.
Employee Handbook | 7 UPLUS ORGANISATIONAL CLIMATE Our Organization climate refers to ‘shared perceptions of and the meaning attached to our policies, practices and procedures employees’ experience. Climate relates to typical behaviour expected at Uplus: policies provide the formal infrastructure, procedures provide written statements that describe required behaviours, and practices describe actual behaviour What constitute a habitable climate at Uplus: Reasonable job demands, including realistic workload and time pressures and emotional stability. Managers are expected to prioritize employees wellbeing and their competence to create and maintain a safe work environment Employees are trusted and empowered to make decisions and act in ways that prioritise wellbeing Open communication, including channels for reporting, speaking up and giving feedback
Employee Handbook | 8 Being supportive rather than seeking to cast blame or punish, following lapses in safety. openness to change desire and support for new ideas Employees encouraged communicating and collaborating with each other to develop and apply new ideas. Available active programmes to upgrade employees’ knowledge competence and skills. Respect and Reward employees who make an effort to learn new things Take pride in leadership and own up shortcomings Participate in both formal and informal conversations at work Be an influence in decision making Refer to the vision, mission and goals to align to our ambitions Practice what you preach, demonstrate commitment to creating a habitable climate Show concern for colleagues’ wellbeing and support for individual growth. Empower others to foster innovation, safety and ethical behaviour Comply with existing national labour laws.
Employee Handbook | 9 EMPLOYEE VOICE Employee voice means individuals are able to safely put forward their viewpoints on their work, irrespective of where, when and how they do their work. When employee voice channels work effectively, employees can feel valued, trusted and influential. In turn, this can increase their job satisfaction and performance. At Uplus, we create an opportunity for our employees to have an effective voice at work individually or collectively, as this is fundamental for ensuring quality of work. As such, You are encouraged to express matters that are important to you and is integral to good work. You are encouraged to suggest ways to improve our operations You are encouraged to participate in meetings, employee forums, focus groups and our employee engagement platform
Employee Handbook | 10 In return, we promise to: Secure trust and confidence between you, Mangers and organisation. Create an inclusive environment. Determine what matters most to our (organisations’) stakeholders – employees, customers, shareholders and beyond. Harnessing your views as employees. Safeguarding your (employee) wellbeing and business prosperity. Informing our (organisations’) response to current issues.
Employee Handbook | 11 EMPLOYEE COMMUNICATION In a dynamic business such as ours, effective internal communication is vital in developing transparency. Clear, consistent and regular internal messaging is required especially to navigate change and transformations. We are aware virtual teams face more challenges than face-to-face to enhance effective operations. As such, it is your responsibility to: Make use of the medium of communication provided Synchronise work schedules with colleagues Show up for physical meetings Participate in team building opportunities Contribute towards team synergy and collaboration efforts Be mindful when giving feedback Seek clarity before reacting Practice humility Be that person that you expect others to be to you.
Employee Handbook | 12 YOUR EMPLOYMENT RELATIONSHIP WITH THE COMPANY At Uplus we engage employees only upon their willingness to work and be a part of Uplus greatness. As a result Employment is “at will,” meaning that you or the Company may end your employment at any time for any lawful reason. (Review Labour Laws for contractual procedure) Talent acquisition We love to work hard and play hard; Uplus ’s primary goal when attracting new talent is to fill positions with persons who have the best available skills, abilities, or experience needed to perform the work. Decisions regarding the recruitment, selection, and placement of employees are made based on job-related criteria. When positions become available, qualified current employees are encouraged and are welcome to apply for the position. As openings occur, notices relating general information about the position are posted. The manager of the department with the opening will arrange interviews
Employee Handbook | 13 with employees who apply. We encourage current employees to participate in the recruitment process as this creates team synergy and ownership. Employment classifications I. All Uplus employees are valued despite their terms of engagement. Classification helps with fulfilling the administrative procedures. The following terms will be used to describe employment classifications and status: II. Full-Time Employees are those who have an open-ended contract or a fixed contract that exceeds 12 months. III. Casual Employees are those who are regularly scheduled to work and are paid as per their input of work. They have shortterm contracts not more than 6 months. Casual employees are not eligible for Company paid benefits, except as required by law. IV. Temporary Employees: hired for an interim period, usually to fill in for vacations, leaves of absence, or projects of a limited duration. These may also constitute consultant or technical staff appointed for short period. Temporary employees are not eligible for Company paid benefits, except as required by law. V. Interns Employees engaged for an interim period, usually not exceeding 3 months as partial fulfillment of their education requirement in order to gain on the job training and exposure. Interns are not eligible for Company paid benefits, but may be entitled to a stipend to facilitate their work.
Employee Handbook | 14 INDUCTION & WORK PROCEDURES To help you become familiar with the company and our way of doing things, you will be provided an induction and training session within the first two weeks after you begin work. Some of the content of the session will depend in large part on the nature of your responsibilities, while other parts will be applicable to all employees. In addition, Uplus may periodically offer additional training or programs to facilitate your career development. Compliance to immigration laws for foreign staff Uplus complies with immigration laws by employing only foreign staff who are authorized to work in the country. All employees are asked on their first day of work to provide original documents for submission to the immigration department. If you are not eligible to work in the country of deployment within three (3) weeks of hire, the company is required by law to terminate your employment.
Employee Handbook | 15 Hours of work Uplus working hours is generally from Monday through Friday, with normal operating hours from 8:00 a.m. to 5:00 p.m., with one hour for lunch starting at 1:00 p.m. - 2:00 p.m. Remote and homeworking I. At uplus we care about your wellbeing, thus promote remote and home working. As such, you will work away from your colleagues and line managers, it is important to consider: II. Resources and working styles – we shall provide you with a computer internet connection, a mobile phone and office furniture. you are expected to demonstrate time management skills, ability to work without close supervision, selfmotivation and flexibility. III. Communication with others - the nature of your work means that you are less visible and remote from your line manager. Thus, emphasis is on task-oriented working – getting defined jobs done - and trust. Clear and effective communication channels are therefore vital, as is the need to keep in touch with colleagues and avoid isolation IV. Trust - line managers who may be office-based or remote/ homeworkers, understand trust is more important than control. you may have problems adjusting and or need training. raise your concerns/ needs with relevant managers to ensure a conducive and supported work environment. V. health and safety - the same rules for health and safety apply to home offices as to conventional workplace, so you need to ensure that your home office space and equipment are used safely and that you have sufficient knowledgeable about health and safety procedures.
Employee Handbook | 16 Overtime Because of the nature of our business, your job may periodically require overtime work. If the company requires that you work overtime, we will notify you in advance as possible and compensate you accordingly with time off in lieu of overtime. you should not work overtime hours without prior approval by your immediate supervisor or the designated manager. Attendance and punctuality It is important for you to attend to work on time and to avoid unnecessary absences. Uplus recognizes that illness or other circumstances beyond your control may cause you to be absent from work from time to time. However, frequent absenteeism or tardiness may result in disciplinary action, up to and including discharge. Excessive absenteeism or frequent tardiness puts an unnecessary strain on your co-workers and can have a negative impact on the success of the company. You are expected to attend to work when scheduled. Whenever you know in advance that you are going to be absent, you should notify your immediate supervisor or the designated manager. If your absence is unexpected, you should attempt to reach your immediate supervisor as soon as possible, but in no event later than one hour before you are due at work. In the event your immediate supervisor is unavailable, you must speak with a manager. Dress code and public image As an employee of the company, we expect you to present a clean and professional appearance when you represent us, whether you
Employee Handbook | 17 work remotely or in office. You are, therefore, required to dress in appropriate business attire and to behave in a professional, businesslike manner. The current company dress code is business formal please keep in mind; generally, clean, neat clothing is acceptable. However, torn jeans or other torn clothing and tee shirts with inappropriate wordiness or pictures or revealing see through tops are not appropriate casual attire. As always, please use common sense in your choice of business attire. Workspace Even though you work remotely, you are expected to maintain a clean, orderly workspace provides an environment conducive to working efficiently. Employees should keep in mind that their workspace is part of a professional environment that portrays the company’s overall dedication to providing quality service to its clients. Therefore, your workspace should be clean, organized and free of items that are not required to perform your job. Office equipment Certain equipment is assigned to staff depending on the needs of the job, such as a calculator, personal computer, printer and access to our central computers and servers. This equipment is the property of the company and cannot be traded or given out without prior approval from your supervisor. The company expects that you will treat this equipment with care and report any malfunctions immediately to staff members equipped to diagnose the problem and take corrective action.
Employee Handbook | 18 Personnel records It is important that the company maintain accurate personnel records at all times. You are responsible for notifying your immediate supervisor of any change in name, home address, telephone number, immigration status, or any other pertinent information. By promptly notifying the company of such changes.
Employee Handbook | 19 PERFORMANCE REVIEWS, SALARY REVIEWS a) You will have your first performance review at the end of your first three (3) months of employment with Uplus thereafter, performance reviews will normally be conducted quarterly. All performance reviews will be completed in writing by your supervisor or manager on the form designated by the company, and reviewed during a meeting with you. b) Factors considered in your review include the quality of your job performance, your attendance, meeting the requirements of your job description, dependability, and attitude, and cooperation, compliance with company policies, any disciplinary actions, and your improvement in overall performance. c) compensation increases are given by the company at its discretion in consideration of various factors, including your performance review
Employee Handbook | 20 RESPONSIBILITIES AND OBLIGATIONS OF EMPLOYEES Employees should not access, download or distribute material that is illegal, or which others may find offensive or objectionable, such as material that is pornographic, discriminatory, harassing, or an incitement to violence. You must respect and comply with copyright, trademark and similar laws, and use such protected information in compliance with applicable legal standards. When using web-based sources, you must provide appropriate attribution and citation of information to the websites. Software must not be downloaded from the internet without the prior approval of qualified persons within the company Confidentiality of electronic mail Subject to applicable laws and company rules, policies and procedures on confidentiality. Existing rules, policies and procedures governing the sharing of confidential information also apply to the sharing of information via commercial software.
Employee Handbook | 21 Social media management I. The term “social media” includes all means of communicating or posting information or content of any sort on the internet, zero tolerance is given to reckless conduct on social media activities. II. Any conduct that adversely affects an employee’s job performance or the performance of fellow employees, or otherwise adversely affects the company’s legitimate business interests, may result in disciplinary action, up to and including termination. III. Similarly, inappropriate postings, including but not limited to discriminatory remarks, harassment and threats of violence or similar inappropriate or unlawful conduct will not be tolerated and may result in disciplinary action, up to and including termination.
Employee Handbook | 22 HEALTH & SAFETY RULES I. Safety is a joint venture at the company. We strive to provide a clean, hazard-free, healthy, safe environment in which to work, and we make every effort to comply with all relevant occupational health and safety laws. II. As an employee, you have a duty to comply with the safety rules of the company, and you are expected to take an active part in maintaining this hazard-free environment. III. You must observe all posted safety rules, adhere to all safety instructions provided by your supervisor, and use safety equipment where required. IV. You are required to report any accidents or injuries – including any breaches of safety – and to promptly report any unsafe equipment, working condition, process or procedure to a supervisor. V. In addition, if you become ill or are injured while at work, you must notify your manager immediately. Failure to do so may result in personal liability. VI. Failure to abide by the company’s safety and accident rules may result in disciplinary action, up to and including termination
Employee Handbook | 23 PROMOTIONS AND TRANSFERS In an effort to match you with the job for which you are most suited and/or to meet the business and operational needs of the company, you may be transferred from your current job. This may be at either your request or a decision by the company. The management of the company does reserve the right, to transfer or promote an employee without posting the availability of that position. Temporary transfers may be made at the discretion of the company management. You are eligible to request a transfer and to be considered for promotions upon completion of six (6) months of satisfactory performance in your current job. Your eligibility is also dependent, of course, on your having the needed skills, education, experience and other qualifications that are required for the job. However, a transfer may take place within the first six (6) months of employment if the management believes that it is in the best interest of the company to make an exception to this guideline.
Employee Handbook | 24 WORKPLACE HARASSMENT The company is committed to providing a work environment that provides employees equality, respect and dignity. In keeping with this commitment, the company has adopted a policy of “zero tolerance” with regard to employee harassment. Harassment is defined as unwelcome conduct that is based on race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age, disability or genetic information. harassment becomes unlawful where: a) Enduring the offensive conduct becomes a condition of continued employment; or b) The conduct is severe or pervasive enough to create a work environment that a reasonable person would consider intimidating, hostile, or abusive. c) Unwanted physical contact. d) Unwelcome remarks about a person’s age, dress, appearance, race or marital status, jokes at personal expense, offensive language, gossip, slander, intolerant songs and letters. e) Posters, graffiti, obscene gestures, flags, bunting and emblems.
Employee Handbook | 25 f) Isolation or non-cooperation and exclusion from social activities. g) Coercion for sexual favours. h) Pressure to participate in political/religious groups. i) Personal intrusion from pestering, spying and stalking. j) Failure to safeguard confidential information k) Shouting and bawling. l) Setting impossible deadlines. m) Persistent unwarranted criticism. n) Personal insults Supervisors’ responsibilities a) All managers are expected to ensure that the work environment is free from sexual and other harassment. They are responsible for the application and communication of this policy within their work areas. Managers should: b) Encourage employees to report any violations of this policy before the harassment becomes severe or pervasive. c) Make sure the human resources department is made aware of any inappropriate behavior in the workplace. d) Create a work environment where sexual and other harassment is not permitted. e) The company prohibits retaliation against any employee who files or pursues a harassment claim. f) To the extent possible, all complaints and related information will remain confidential, except to those individuals who need the information to investigate, educate, or take action in response to the complaint.
Employee Handbook | 26 Dealing with complaints All complaints shall be dealt with promptly. Some may be dealt with internally and informally. Formal procedures are encouraged to enable an appropriate manager to take disciplinary steps where necessary. a choice of contact is available in case the person’s manager is the alleged harasser. Procedures for handling complaints Mediation Mediation is a voluntary impartial process that can be used in alleged bullying and harassment cases where both parties are willing to participate and the complaint is not at the serious end of the spectrum. Formal procedure Should informal approaches fail or are deemed inappropriate, formal procedures shall be followed. Such intervention will be pursed when the case is serious or persistent. Formal procedures will include writing formal complaints and due procedural legal action pursed. Investigation Formal allegations of harassment, bullying or any intimidating behaviour shall be treated as a disciplinary offence. Investigation shall include: a prompt, thorough and impartial response. Taking evidence from witnesses. Listening to both the alleged harasser and the complainant’s
Employee Handbook | 27 version of events and documentation that is not limited to writing and recording. A time-scale for resolving the problem. Confidentiality in the majority of cases. Employers will always make a record of complaints and investigations. these shall include the names of the people involved, dates, the nature and frequency of incidents, action taken, follow-up and monitoring information. Taking action Where a complaint is upheld, relocating or transferring one of those involved to another part of the organisation may be necessary. it may not automatically be the complainant who is expected to move, but they should be offered the choice where practical. Where the perpetrator is transferred, no breach of contract must occur or a claim of constructive unfair dismissal could arise.
Employee Handbook | 28 COMPENSATION Payroll practices employees are paid monthly. Statutory deductions are deducted at source and remitted to the relevant institutions. Salary deductions and withholding: the company will withhold the following from your paycheck: Taxes: pay as you earn (paye), as required by law, as well as pension and maternity and CBHI Medical insurance: Uplus will contribute 85% for your health insurance and you will be responsible to contribute for other insurance premiums for yourself and any eligible family members or to other contributory benefit programs. Please note this is subject to change at discretion of management and subsequent developments communicated to you. Other deductions, which you authorize, such as saving schemes.
Employee Handbook | 29 BENEFITS Generally, this section describes the benefits provided by the company and information on your eligibility for benefits. Travel details: the company’s travel and expense shall be reimbursed upon providing EBM receipts of authorized expenses. Death benefits in the event of your death, the death of your spouse or children (as registered on the personal history form), the company shall provide a contribution of rwf 200,000 per incidence. in case of death of an employee company shall contribute 400,000 to aid with burial arrangements. this is subject to review from time to time by the senior management team
Employee Handbook | 30 LEAVE & HOLIDAY Annual leave you will be entitled to annual leave after working for one year. You will benefit to a paid annual leave of twenty-one (21) working days per year. You are not encouraged to carry over 2 years. Maternity leave: as a female employee if you give birth, you are entitled to 90 calendar days of maternity leave with a pay. You are also will also open to other benefits such as one hour breastfeeding time. In case of complications after delivery, you are entitled to an additional month of leave. Paternity leave as male employee whose spouse (as registered on the personal history form) has given birth, you are expected to issue notification (on the leave form) and evidence of the birth, to the supervising manager, and you will be granted 04(four) working days as paternity leave. Please note this leave cannot be carried forward.
Employee Handbook | 31 Study leave for examinations if you are undertaking a course or study relevant to the needs of your job and which requires time off from work for exams, you shall be granted a maximum of 6 working days per year subject to submission of proof of examination and approval by your supervisor. Sick leave from time to time you may be feeling under the weather. You are entitled to 15 days per year. in normal circumstances you are required to provide a doctor’s note to permit you to e away nonetheless you are encouraged to still communicate to your supervisor when you are unwell and do not intend to visit a doctor. You will be expected to exercise high level of integrity when you have to be away and do not provide a doctor’s note. Please refer to the labour laws in regards to prolonged sick leave. Compassionate leave you will be granted compassionate leave to attend personal events and incidents as provided by the labor code. Please take note a maximum of 10 days annually will apply. This leave cannot be carried forward. Compulsory leave: you may be requested to take leave with or without pay to pave way for investigations not exceeding 30 calendar days. In exceptional cases, it may be extended up to a maximum of 90 calendar days depending on the particular circumstances of the compulsory leave. If by 90 calendar days, nothing has been confirmed against you, you shall be reinstated.
Employee Handbook | 32 SEPARATION PROCEDURE Leaving the company i. If you wish to resign your employment with the company, we request that you notify your manager of your anticipated departure date at least a month in advance. ii. This notice should be in the form of a written letter. iii. You will be paid for accrued but unused leave time as part of your compensation pay. iv. The company asks all employees to participate in an exit interview with their immediate supervisor prior to leaving the company. v. This provides an opportunity to return company equipment. vi. You will receive a communication of benefits for which you may be eligible. vii. If you leave the company in good standing, you may be considered for reemployment later. However, in the case of rehiring, the company may consider you a new employee with respect to vacation time, benefits and seniority.
Employee Handbook | 33 Dispute resolution In a perfect world, every employment relationship would be smooth and harmonious. However, there are, unfortunately, times when employees and employers disagree. These disagreements often arise in the context of involuntary employment termination, but there may be disagreements regarding the right to a promotion, expense reimbursement, or on other matters. All employees of the company agree to first seek to mediate any dispute with the company with a trained and experienced mediator in employment disputes. If mediation is not successful, both the company and the employee agree to submit their dispute to arbitration. The cost of the arbitrator will be split between the company and the employee. Each party will be responsible for its own attorney or other related fees. However, if the arbitration fail either party may seek to have a court of competent jurisdiction handle the matter
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