Employee Hand Book

Sr. Release Reviewed Approved

Ver. No. Prepared By Reasons for New Release
No. Date By By
Nirja Version Control added to the
1 1.0 06/12/2008 Kunal Hendre B. S. Rao
Sharma Employee Handbook
Version Control added to the
2 2.0 08/04/2010 Khushali Desai Subir Sinha Subir Sinha
Employee Handbook

Referral amount for domestic

3 3.1 25/02/2011 Prabha Naidu Parth Bhatt Parul Mehta
process INR9000/-

4 3.2 25/02/2011 New referral payout scheme

Prabha Naidu Parth Bhatt Parul Mehta for International & Domestic
campaigns

5 3.3 25/02/2011 Prabha Naidu Parth Bhatt Parul Mehta Revised leave policy

6 25/02/2011 Prabha Naidu Parth Bhatt Parul Mehta Revised earn & learn policy
3.4

7 Salary for CCR enhanced from

3.5 25/02/2011 Prabha Naidu Parth Bhatt Parul Mehta
INR 13,000/- to INR 18,000/-

Addition of Sexual Harassment

8 3.6 25/02/2011 Prabha Naidu Parth Bhatt Parul Mehta
Policy
Addition of Grievance
9 3.7 25/02/2011 Prabha Naidu Parth Bhatt Parul Mehta
Redressal Policy
10 3.8 25/02/2011 Prabha Naidu Parth Bhatt Parul Mehta Addition of Social Media Policy
Free Meals changed to
subsidized meal at the rate of
INR 10/- per meal
11 3.9 1/5/2012 Treesa Antony Parul Mehta Parul Mehta
Removed salary break-ups as
the salaries offered are
variable and not fixed
Change in retention policy –
12 4.0 1/8/2012 Treesa Antony Parul Mehta Parul Mehta
domestic campaign
13 4.1 12/9/2012 Treesa Antony Sanjay Sahni Parul Mehta Revised Earn and Learn Policy
Change in leave accrual
14 4.2 1/1/2013 Treesa Antony Sanjay Sahni Parul Mehta
process
15 4.3 30/1/2013 Treesa Antony Sanjay Sahni Parul Mehta Revised Transfer Policy added
16 4.4 1/2/2013 Treesa Antony Sanjay Sahni Parul Mehta Revision in Floating Leave

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 Employee Hand Book
Policy
Added training clause for
17 4.5 1/4/2013 Treesa Antony Sanjay Sahni Parul Mehta
leaves
Added committee name and
updated committee members
in Sexual Harassment Policy
18 4.6 4/7/2013 Sunita Bisht Sanjay Sahni Parul Mehta
Updated Grievance Redressal
Policy

Revised Meal lapse charges

Revised late leave application
19 4.7 1/9/2013 Sunita Bisht Sanjay Sahni Parul Mehta
policy
Addition of Night Shift
20 4.8 1/3/2014 Sunita Bisht Sanjay Sahni Parul Mehta
Allowance Policy
Addition of Outstation
21 4.9 19/3/2014 Badal Palkhiwala Sanjay Sahni Parul Mehta
Allowance Policy
22 5.0 24/6/2014 Sunita Bisht Sanjay Sahni Parul Mehta Revised Travel Policy added
Subsidized meal rate changed
from INR 10/- per meal to INR
23 5.1 1/9/2014 Sunita Bisht Sanjay Sahni Parul Mehta
20/- meal

Updated title of Sexual

Harassment Policy
24 5.2 19/1/2015 Sunita Bisht Sanjay Sahni Parul Mehta
Updated delivery centers
details
Access Card replacement cost
25 5.3 1/4/2015 Sunita Bisht Sanjay Sahni Parul Mehta revised from INR 100/- to INR
500/-
26 5.4 1/6/2015 Sunita Bisht Sanjay Sahni Parul Mehta Revised absenteeism policy
Sunita Bisht Revised Night Shift Allowance
27 5.5 1/7/2015 Sanjay Sahni Parul Mehta
policy
28 5.6 1/7/2015 Sunita Bisht Sanjay Sahni Parul Mehta Revised Travel Policy
29 5.7 1/8/2015 Sunita Bisht Sanjay Sahni Parul Mehta Updated retirement age
Revised Grievance Redressal
30 5.8 1/9/2015 Deepa Dave Sanjay Sahni Parul Mehta
Policy
Added time period for
applying and approving OT,
31 5.9 21/12/2015 Deepa Dave Sanjay Sahni Parul Mehta
Comp Off and NSA in
confluence
Added guidelines for Company
32 6.0 7/2/2016 Deepa Dave Sanjay Sahni Parul Mehta
outing
33 6.1 24/3/2016 Deepa Dave Sanjay Sahni Parul Mehta Added Night Shift Allowance

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for MMT OBT and DOM Sales
34 6.2 29/3/2016 Deepa Dave Sanjay Sahni Parul Mehta Updated retirement age
35 6.3 1/7/2016 Sunita Bisht Sanjay Sahni Parul Mehta Updated EDLI Amount
Added Night Shift Allowance
36 6.4 1/7/2016 Sunita Bisht Sanjay Sahni Parul Mehta for IT, HR, Administration and
MMT Stuck
37 6.5 12/11/2016 Pooja Singh Sanjay Sahni Parul Mehta Updated Social Media Policy
Updated Festival/Casual
38 6.6 1/1/2017 Sunita Bisht Sanjay Sahni Parul Mehta
Leaves Policy
Updated Sexual Harassment
39 6.7 6/1/2017 Sunita Bisht Sanjay Sahni Parul Mehta
Policy
40 7.0 1/2/2017 Sunita Bisht Sanjay Sahni Parul Mehta Added Privacy Policy
Updated Festival/Casual
41 7.1 7/2/2017 Sunita Bisht Sanjay Sahni Parul Mehta
Leaves Policy
Updated Maternity Leave
42 7.2 10/2/2017 Sunita Bisht Sanjay Sahni Parul Mehta
Policy
Updated Paternity Leave
43 7.3 1/4/2017 Sunita Bisht Sanjay Sahni Parul Mehta
Policy
Added Equal Opportunity
44 7.4 4/4/2017 Sunita Bisht Sanjay Sahni Parul Mehta
Employment Policy
Added guidelines for handling
45 7.5 26/6/2017 Pooja Singh Sanjay Sahni Parul Mehta any medical emergency at
workplace
Free temporary
accommodation for outstation
46 7.6 1/4/2018 Sunita Bisht Sanjay Sahni Parul Mehta
employees changed from 7
days to 5 days
Employee contribution for
Mediclaim insurance premium
47 7.7 1/5/2018 Sunita Bisht Sanjay Sahni Parul Mehta has been increased to INR
160/- per month from INR
100/- per month
Added OT/Comp Off
48 7.8 10/7/2018 Sunita Bisht Sanjay Sahni Parul Mehta
Calculation details
Added Night Shift Allowance
49 8.0 1/9/2018 Sunita Bisht Sanjay Sahni Parul Mehta
amount for Verizon
Revised the Retention Bonus
50 8.1 31/1/2019 Pooja Singh Sanjay Sahni Parul Mehta
policy
51 8.2 31/1/2019 Pooja Singh Sanjay Sahni Parul Mehta Revised ERF deduction policy
Revised Outstation Allowance
52 8.3 31/1/2019 Sunita Bisht Sanjay Sahni Parul Mehta
amount
Revised NSA amount for
53 8.4 31/1/2019 Sunita Bisht Sanjay Sahni Parul Mehta agents working in
international campaigns

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 Employee Hand Book
Revised NSA amount for
53 8.5 1/2/2019 Sunita Bisht Sanjay Sahni Parul Mehta
eligible G&A employees
Updated PF applicability on
54 8.6 1/4/2019 Sunita Bisht Sanjay Sahni Parul Mehta
Gross components of salary
Removed Outstation
55 9.0 1/4/2019 Sunita Bisht Sanjay Sahni Parul Mehta
Allowance policy
56 9.1 1/7/2019 Sunita Bisht Sanjay Sahni Parul Mehta Updated ICC member
Updated Allowances Apply
57 9.2 1/7/2019 Sunita Bisht Sanjay Sahni Parul Mehta
and Approval timelines
58 9.3 1/7/2019 Sunita Bisht Sanjay Sahni Parul Mehta Revised Travel Policy
Updated Festival/Casual
59 9.4 1/1/2020 Sunita Bisht Sanjay Sahni Parul Mehta
Leaves Policy
Updated the ‘Acts of
60 9.5 10/2/2020 Sunita Bisht Sanjay Sahni Parul Mehta Misconduct’ policy on Pan-
gutkha
Removed the ‘Gift cheque’
61 9.6 4/1/2020 Sunita Bisht Sanjay Sahni Parul Mehta benefit with effect from April
01, 2020
Employee contribution for
Mediclaim insurance premium
62 9.7 5/1/2020 Sunita Bisht Sanjay Sahni Parul Mehta has been increased to INR
170/- per month from INR
160/- per month
Updated the Night Shift
63 9.8 8/1/2020 Sunita Bisht Sanjay Sahni Parul Mehta Allowance Window for
Support functions
Updated external committee
64 9.9 8/28/2020 Sunita Bisht Sanjay Sahni Parul Mehta
member’s name in ICC
65 10.0 9/30/2020 Sunita Bisht Sanjay Sahni Parul Mehta Added Temp Role policy
Replaced Earn and Learn
66 11.0 10/16/2020 Sunita Bisht Sanjay Sahni Parul Mehta Policy with Tuition
Reimbursement Policy
Added employee’s liability of
67 11.1 3/2/2021 Sunita Bisht Sanjay Sahni Parul Mehta paying GST on recovery of
notice pay
68 11.2 5/1/2021 Sunita Bisht Sanjay Sahni Parul Mehta Insurance Policy changes
Addition of miscarriage benefit
69 11.3 5/1/2021 Sunita Bisht Sanjay Sahni Parul Mehta
in maternity LVs policy
Addition of ESIC benefit of
70 11.4 7/1/2021 Sunita Bisht Sanjay Sahni Parul Mehta
maternity leaves
71 11.5 10/1/2021 Sunita Bisht Sanjay Sahni Parul Mehta Updated Social Media Policy
Parul Mehta Changes in insurance policy
72 11.6 1/1/2022 Sunita Bisht Sanjay Sahni
and details
73 12.0 1/1/2022 Sunita Bisht Sanjay Sahni Parul Mehta Change in retirement age

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 Employee Hand Book
74 12.1 1/1/2022 Sunita Bisht Sanjay Sahni Parul Mehta Updated leave policy
4/1/2022 Addition of policies for
75 13.1 Sunita Bisht Sanjay Sahni Rod Bautista
Mumbai site
76 13.2 7/15/2022 Sunita Bisht Sanjay Sahni Emil Ching Changes in the meal rates
7/1/2022 Changes in referral payout
77 13.3 Sunita Bisht Sanjay Sahni Emil Ching timeline from 4 months to 3
months.
78 13.4 7/1/2022 Sunita Bisht Sanjay Sahni Emil Ching Added AMI and BPA details
7/28/2022 Added In-Country/Domestic
79 13.5 Sunita Bisht Sanjay Sahni Emil Ching
Transfer Policy
8/3/2022 Removed employee’s liability
80 13.4 Sunita Bisht Sanjay Sahni Emil Ching of paying GST on recovery of
notice pay
1/1/2023 Anna Liza Revised internet
81 14.0 Sunita Bisht Sanjay Sahni
Cagaoan reimbursement policy
5/1/2023 Iqbal
Tauseef /
Anna Liza
82 14.1 Lawrence Yap Sanjay Sahni Updated leave policy
Cagaoan /
Tanya
Anderson
5/1/2023 Revised allowance cycle
83 14.2 Sunita Bisht Sanjay Sahni Jeidi Mazo
timelines for Ahmedabad
7/1/2023 Removed ERF from Code of
84 14.2 Sunita Bisht Sanjay Sahni
Conduct policy
85 14.3 8/1/2023 Sunita Bisht Sanjay Sahni Removed Transport Lapse
8/1/2023 Iqbal Added ICC members details-
86 14.4 Sunita Bisht Sanjay Sahni
Tauseef Mumbai
87 14.5 10/15/2023 Sunita Bisht Sanjay Sahni Added Asset Return Guidelines
10/15/2023 Iqbal
88 14.6 Sunita Bisht Sanjay Sahni Updated Privacy Policy
Tauseef
89 14.7 10/15/2023 Sunita Bisht Sanjay Sahni Added Redeployment Policy
90 14.8 12/01/2023 Sunita Bisht Sanjay Sahni Updated G&A notice period
2/1/2024 Updated Internet
91 14.9 Sunita Bisht Sanjay Sahni
Reimbursement Policy
2/1/2024 Updated Notice Period –
92 15.0 Sunita Bisht Sanjay Sahni
AIRBNB FMQ (Agents)
Iqbal
Tauseef/ Updated In-Country/Domestic
93 15.1 Sunita Bisht Sanjay Sahni
2/7/2024 Chandana Transfer policy
Reddy
3/1/2024 Updated F&F and salary
94 15.2 Sunita Bisht Sanjay Sahni
processing timelines

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 Employee Hand Book

TTEC EMPLOYEE HANDBOOK

TTEC India Customer Solutions Pvt. Ltd.

TTEC Ahmedabad, Opp. L. J. College, Off S.G. Road, Makara, Ahmedabad – 382210, Gujarat, India. Phone: 91-79-
2656-9828

TTEC India Customer Solutions Pvt. Ltd.

4th Floor 403-404 unit in Tower 3, Nesco IT Park, Nesco Centre, Western Express Highway, Goregaon (East),
Mumbai- 400 063, Maharashtra, India

Dear Friends!

We’re sure you’ll enjoy being a part of the TTEC family.

This handbook is an attempt from our side to help you understand TTEC India Customer Solutions Pvt Ltd.
(hereinafter referred to as ‘TTEC’) practices and culture. Please feel free to approach us any time.

Best wishes for a successful career at TTEC.

Regards,

People and Culture Team

[email protected]

PURPOSE

Deliver humanity to business.

VISION

Leading the world’s most respected organizations to create and grow emotionally connected, valuable, lasting
relationships.

MISSION

Accelerate growth by simplifying and personalizing interactions that build deep engagement between people and
brands.

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 Employee Hand Book
OUR VALUES

- Lead Every Day

- Do The Right Thing
- Reach For Amazing
- Seek First To Understand
- Act As One
- Live Life Passionately

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Employee Hand Book
Table of Contents

1. TTEC CULTURE………………………………………………………………………………………………….9
2. HUMAN RESOURCES POLICIES………………………………………………………………………..11
3. CODE OF CONDUCT…………………………………………………………………………………………25
4. EMPLOYEE INCENTIVES/AWARDS……………………………………………………………………29
5. COMPENSATION PRACTICES……………………………………………………………………………30
6. EMPLOYEE DEVELOPMENT……………………………………………………………………………..31
7. SEXUAL HARASSMENT POLICY…………………………………………………………………………36
8. TUITION REIMBURSEMENT POLICY………………………………………………………………….41
9. WE HEAR YOU………………………..……………………………………………………………………….46
10. SOCIAL MEDIA POLICY……………………………………………………………………………………..47
11. NIGHT SHIFT ALLOWANCE POLICY……………………………………………………………………50
12. TRAVEL POLICY…………………………………………………………………………………………………52
13. PRIVACY POLICY……………………………………………………………………………………………….56
14. EQUAL OPPORTUNITY EMPLOYMENT POLICY…………………………………………………..59
15. GUIDELINES FOR HANDLING ANY MEDICAL EMERGENCY AT WORKPLACE……….59
16. TEMP ROLE POLICY AND PROCESS……………………………………………………………………61
17. INTERNET REIMBURSEMENT POLICY………………………………………………………………..65
18. IN-COUNTRY/DOMESTIC TRANSFER – LOCALIZATION TRANSFER……………………..65
19. REDEPLOYMENT POLICY…………………………………………………………………………………..71

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 Employee Hand Book
1. TTEC CULTURE

TTEC provides an open and transparent work culture. Excellence at work is duly recognized. Debates and issue based
discussions are encouraged.

TTEC provides all employees with ample opportunities to grow as professionals, domain experts & leaders. The right
work environment, state-of-the-art infrastructure, transparency, constant training for upgradation of technical and
soft skills, competitive opportunities to test employees' creative skills and much more, display TTEC’s vibrant work
culture. All TTEC employees enjoy the same freedom to express, initiate and implement their ideas.

1.1 ORIENTATION

All new hires undergo an orientation program. The Objective of the orientation program is to make new hires aware
of Company policies, procedure, employee benefits and the work culture. Orientation program is scheduled on a
new employee’s first day of joining the organization. In case of changes in the date/day, the same is communicated
via internal e-mail. Employees who join in at the Managerial level undergo induction with P&C and Department
Heads on their joining.

1.2 EMPLOYEE BENEFITS

 Meals:

Meals options are given to the employees as per Site level policy and guidelines. Please reach out to your
Site Administration/People and Culture team to get more details about the meal options available to the
employees at your site.

 Transportation:

Ahmedabad Site: TTEC provides transportation for employees whose shift timings fall between 9 pm and 6
am (Drop off and pick up for shifts ending between 9 pm to 6 am).

Transportation is available at a specific time and to the doorstep. Employees must book their transportation
before availing the same.

Mumbai Site: TTEC provides transportation for employees whose shift timings fall between 9:30 pm to 7 am.

Transportation is available at a specific time and to the doorstep. Employees must book their transportation
before availing the same.
 24x7 Cafeteria: TTEC cafeteria offers refreshments round the clock.

 Insurance for employees (Not under ESIC): As a special benefit, the Company covers all employees under
compensation insurance scheme which has three different policies - Group Personal Accident, Group
Mediclaim and Group Term Life. For Group Mediclaim policy, a very nominal amount of INR 170/- is
deducted per month from the salary of the employees. Please note that an employee can opt out of this

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 Employee Hand Book
policy if they are already covered under ESIC. To do so, they can open HXConnect ticket for the same
mentioning their Name & Oracle Id.
 Facilitation for relocation: The Company facilitates relocation of outstation employees by providing free
temporary accommodation for 5 days and assistance in finding suitable accommodation.
 Locker Facility: All Operations employees are provided with locker facility on sharing basis. However, it is
recommended that employees do not store any valuables in it. Locker keys should not be exchanged.
Employees should inform the Administration team if they wish to avail the locker facility. The Company
reserves the right to check any locker at all times. The Company is not responsible for items or valuables lost
from any locker.

Insurance Policy Coverage: You are valuable to us. Every employee of TTEC is covered under following Insurance
Policies:

Policy Service Provider Amount Scope Coverage details

Sum insured for accidental death /

10 times the
permanent disability. Entitlement of
The Oriental Insurance monthly CTC
GPA Only employee per week benefit of absence away
Company Ltd. of the
from work due to the accident
employee
maximum of 100 weeks.
Employee, Spouse and 3
children up to 25 years of age
The amount covered is for
(except for hospitalization expenses up to INR
The Oriental Insurance INR
GMP unmarried/widowed/divorced 3,00,000/-. It includes expenses
Company Ltd. 3,00,000/-
dependent daughter covered incurred 30 days pre and 60 days
up to any age) and we need post hospitalization.
to now cover these details as
well)
Covers both natural and accidental
ICICI Prudential Life INR
GTL Only employee death
Insurance 1,25,000/-
cover of Rs, 1,25,000/-

Bajaj Allianz Life Up to INR Covers both natural and accidental

EDLI Only employee
Insurance Company Ltd. 7,02,000/- death

The Medical Insurance has provision of 30 days prior and 60 days post hospitalization coverage and also covers pre-
natal and maternity benefits. Employees will have the option of availing cashless medical facilities at select hospitals.
Intimation to Benefits team within 24 hours of hospitalization is mandatory to avail medical insurance.

1.3 STATUTORY BENEFITS

Statutory benefits are governed by the law of land and are subject to change. In case of any change, the same
will be notified. TTEC offers the following statutory benefits to its employees:

PROVIDENT FUND: Provident Fund is a Government of India’s retirement plan where every employee
contributes 12% of their basic salary. The Company contributes an additional 12% to the employee’s account.

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The plan is effective upon joining.

GRATUITY: Employees are eligible for gratuity if they serve the organization for a minimum period of five years
of continuous service. For the purpose of calculation, the gratuity amount equals to 15 days of salary for every
year served. The completion of continuous service of five years is not necessary where the termination of the
employment is due to death or disablement of an employee. In any case the gratuity limit shall not exceed the
limit prescribed under the Payment of Gratuity Act 1972, as amended for time to time. The current Gratuity limit
prescribed under the Payment of Gratuity Act 1972 is INR 20 Lacs and the calculation for Gratuity amount is as
follows:

(15/26) * Last Monthly Basic Salary * No of completed years of service

ESIC: The promulgation of Employees’ State Insurance Act, 1948 envisaged an integrated need based social
insurance scheme that would protect the interest of workers in contingencies such as sickness, maternity, temporary
or permanent physical disablement, death due to employment, injury resulting in loss of wages or earning capacity.
The Act also guarantees reasonably good medical care to workers and their immediate dependants. This benefit is
applicable for only those employees whose monthly gross salary is INR 21,000 or less.

1.4 MOTIVATIONAL ACTIVITIES

 Fun and Sporting Events: Periodically, the Company organizes fun and sporting activities such as cricket
tournaments, table tennis tournaments, family day, food bonanza, etc.
 Garba Night: TTEC organizes an Annual Dance Night for its employees during one of Gujarat’s most widely
celebrated festivals “Navratri”

2. HUMAN RESOURCES POLICIES

2.1 PERSONAL INFORMATION

The Company maintains records of relevant information for all employees. In case of any changes in personal data,
employees are required to update their profile details in Oracle.

2.2 PROBATION PERIOD

The probation period for all new employees is six months. However, if performance warrants, the respective
program HOD can use their discretion to extend the probation period. Upon satisfactory completion of the probation
period, they become full-time employees of the Company.

2.3 PERFORMANCE MANAGEMENT SYSTEM

BASE PAY ADJUSTMENT (BPA) - ASSOCIATES

We will continue with our legacy Base Pay Adjustment (BPA) for all eligible associates. All employees who join on or
before July 01 in a year are eligible for the performance appraisal from August 01 (next year) onwards. The Base Pay
Adjustment (BPA) for all eligible agents will be assessed based on the average performance review scores for the
period April -March.

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 Employee Hand Book
Agents working for the Verizon Chat Sales program/ Any Sales program will not have the legacy BPA as they are
already under the Sales Commission Plan.

BASE PAY ADJUSTMENT (BPA) - G&A

BPA purpose:

 Address market parity

 Reward top performers
 Provide promotional increase

BPA eligibility:

 All G&A employees hired on or before July 6, last year (the effective dates are subject to change every year)
 Employees who are eligible for union increases are excluded from BPA adjustments but may be eligible for
promotions

“All the employee rewards, including but not limited to merit increases, pay adjustments, variables, incentives etc.,
are discretionary and will be disbursed at the sole discretion of TTEC. Any employee, who is a) serving the notice
period or b) have been terminated for cause or c) released from the employment, shall not be eligible for or be paid
such employee rewards.”

2.4 LEAVES AND HOLIDAYS

GENERAL

a. Employees must apply for leave in Kronos. Employees can also view their leave balances (credited to their
accounts proportionately) in Kronos.

Leaves should not be taken without the manager/supervisor’s approval; it needs prior sanction/approval.

b. Employees need to apply for leaves before availing the same. In case they are unable to do so, they need to
apply for leave within 5 days of reporting back for work.

In case any employee absents himself/herself for more than three (3) consecutive days (inclusive of weekly off
and holidays), P&CSS team will send the first warning letter to the employee’s permanent residence on 5th day
of absenteeism followed by second warning letter on 9th day of absenteeism. If an employee still does not
report to work, it will result in discontinuation of his/her services and P&CSS team will send a Job
Discontinuation letter to the employee on 13th day of absenteeism.

c. If employees work on their weekly off, they are eligible for a compensatory off.

d. If employees work on a fixed leave, they are eligible for comp-off.

e. Employees are entitled for a compensatory off in lieu of working double shifts.

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f. The validity period for availing the compensatory off is within the same pay cycle for Agent level & 90 days for
G&A.
g. If a compensatory off is not availed within the same pay cycle, the same is encashed. This is applicable till Service
Delivery Specialist / Trainer level only.

h. All the allowances (Overtime, Night Shift Allowance (NSA) and Comp. offs) for the period commencing from
22nd of the previous month to 21st of the current month must be applied and approved in Kronos.

i. Any hours worked over the 9 hours shift (basis the business requirement) are considered as overtime. Only
Associates and certain G&A designations (Service Delivery Specialist, Specialist, WFM Real Time and Trainer) are
eligible for overtime.

Overtime and Comp Off calculation amount = Basic salary/26/8*OT hours*2

LEAVE POLICY
Leave Policy- Ahmedabad

I. Purpose
The purpose of this Policy is to establish the process, qualifications, and conditions for entitlement with respect to
various leave types specific to employees who will be hired by TTEC India Customer Solutions Pvt Ltd (hereinafter
referred to as “TTEC Engage India”).

II. Policy Statement

It is TTEC Engage India’s policy that only applies to employees who possess all the eligibility requirements for the
various leave types and shall be granted the benefits under this Policy.

III. Eligibility

This policy is applicable to:

All new and existing full-time employees of TTEC India Customer Solutions Pvt Ltd. based for Ahmedabad location.

Earned Leave
Eligibility: Completion of one (1) year of service. On the first work anniversary, 18 Earned Leaves will be credited.

Accrual: Upon satisfaction of the eligibility criteria as above, a total of 18 days earned leave shall be granted to each
employee, which can be made use of in the subsequent months. These leaves can be accumulated up to a maximum
of 63 days, beyond which they will lapse.

As per Gujarat Shops and Establishment Act 2019, if the employees apply for leave beyond 63 days and the employer
does not sanction them, in such cases only the leaves will get encashed. If the employee wants to avail the foregoing
option, they can give the request to the Kronos team through ASKNOW IT ticket.

Each employee earns 1.5 leave and will be added every month on a pro-rata basis into the existing Earned Leaves’
balance.

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Encashment of Earned Leave:

Any employee who is entitled to earned leave as above can encash at the rate of 60% of Fixed Monthly Cost to
Company (CTC) the earned leave that’s more than 18 days at the end of each month and it is company’s discretion to
review employee´s request and if approved it is included along with the employee´s salary in the month the request
is raised. Further, such an employee shall also be notified to encashment of any unutilized earned leave at the time
of severance of his/her employment from the company. For any disputes, the employee must open a ticket in
HXConnect no later than the next month when the employee returns to work.

Any employee who does not want to get his/her Earned Leaves encashed, can send a written request to the Kronos
and Timekeeping team for accumulation up to a maximum of 63 days.

Applying for Earned Leave:

Leaves should not be taken as a matter of right, they can be availed only upon prior written approval from approving
authority, with advance notice of at least 15 (fifteen) days in case the leave is more than 3 days.

In case, the week off falls between absent day or leave without pay (LWOP) or loss of pay, the weekly off will be
counted as an absent (ABS) or leave without pay (LWOP) or loss of pay.

Employees leaving TTEC before completion of one (1) year tenure shall not be entitled to any Earned Leaves. Hence,
no Earned Leaves would be adjusted/credited in the full and final settlement.

Earned Leaves as of December 31, 2021:

In reference to the transition from the current to new leave policy in 2022, we have bifurcated or separated Earned
Leave balance to New Earned Leaves and Old Earned Leaves. If Earned Leave is more than 18 days as of December
31, 2021, the leaves beyond or more than 18 days will fall or reclassified to Old Earned Leave. Take note that
employees who will be taking Earned Leave in 2022 with more than eighteen (18) days, shall consume first the Old
Earned Leave balance and once exhausted, New Earned Leave balance shall be used.

Old Earned Leaves would act as a repository of additional leaves and cannot be encashed. If an employee leaves the
company, then unused Old Earned Leave can only be encashed at 60% of CTC (Cost to Company) in Full and Final
settlement.

Please see below example for your reference:

Current Earned Leave as Old Earned Leave as of New Earned Leave as of

Employee Name
of December 31, 2021 January 01, 2022 January 01, 2022
Employee A 28 days 10 days 18 days

Sick Leave
Eligibility: All employees shall be entitled to seven (7) days sick leave (medical reason) during every year of service.

Accrual: Sick leaves cannot be accumulated or encashed, and at the end of the year the balance will lapse or
forfeited. The employee must submit the medical certificate if the sick leave is more than 2 days. The leave balance

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will be credited to the employee at the start of the calendar year for all active employees and will be credited on a
pro-rata basis who will be joining after January 01.

Unused Sick Leaves: Sick Leave will be forfeited if unused by December 31 and cannot be encashed.

Festival Leave
Eligibility: All employees

TTEC Engage India in Ahmedabad location observes eight (8) festival leaves, out of which 3 (three) are fixed holidays
as mentioned below:

1. Republic Day (26th January)

2. Independence Day (15th August)
3. Gandhi Jayanti (2nd October)

The remaining days will be tagged as floating festival leave, which employees can avail from the list of published
holidays in ‘India Mosaic workspace’. Employees will have the liberty to take holidays as per their choice during
festivals, however subject to approval from their manager/department head’s approval. Employees are encouraged
to plan their leave in advance and keep their managers informed at least two (2) weeks in advance. Employees are
likewise encouraged to firm up their holiday plans during the month of January and get approval from their
managers / department heads. The festival leaves will be credited on a pro-rata basis for all the employees who join
after Jan 1and they can avail it as per available Festival Leaves balance.

Unused Festival Leaves: Any unused floating holidays will be forfeited at the end of each calendar year and cannot
be encashed.

Casual Leave
Eligibility: All employees shall be entitled to seven (7) days casual leave during every year of service.

Accrual: Casual leave cannot be accumulated or encashed and at the end of the year the balance will lapse or be
forfeited.

Casual Leave can be used for any urgent and unforeseen situations where you require one or two days of leave to
attend to personal matters. Except with prior approval from the manager/department head, casual leave cannot be
used to go on vacation, or as part of festival or sick leave. Wherever possible, employees should seek permission in
advance from their manager/department head before taking any casual leave. The employees can avail themselves
of the casual leave as per the available balance.

Bereavement Leave
TTEC employees may be excused from work for up to three (3) working days with pay in the event of a death of
employee’s immediate family. Immediate family will include parents, spouse, children, and siblings. The leave shall
be given upon submission of the death certificate or the declaration from doctor or hospital. Death Certificate or
Hospital/Doctor’s Declaration will suffice and should be submitted within thirty (30) days from the life event date.

Paternity Leave

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Male employees who have completed six months of service, may take five (5) working days of paternity leave upon
the birth of a child. This leave must be availed within six months of the child’s birth, and submission of a birth
certificate is mandatory. This leave may be availed for a maximum of 2 children only.

Maternity Leave
Maternity leave will be granted to all women employees. Per company policy, a woman shall be entitled to
maternity benefit only if she has worked in an establishment for a period of not less than 80 days in the twelve (12)
months immediately preceding the date of her expected delivery.

TTEC female employees are entitled for a total of 26 weeks which can be availed as 6 weeks prior and 20 weeks
following the date of expected delivery.

If the employee’s CTC has ESIC component, they will need to avail the maternity leave benefit from the local ESIC
office. The company will not grant eligible maternity leaves in this case.

For miscarriage/medical termination of pregnancy, a woman shall, on production of such proof as may be
prescribed, be entitled to leaves with wages as maternity benefit, for a period of six weeks immediately following
the day of her miscarriage/medical termination or pregnancy.

A female employee is allowed a maternity leave for 12 weeks only if the adopted child is below 3 months of age. If a
woman adopts a child who is more than 3 months of age, she is not considered for maternity leave at all .

Summary of Leaves for Ahmedabad location:

Leave Type Days

Earned Leave 18 days in a year
Sick Leave 7 days
Festival Leave 3 Fixed and 5 Floating
Casual Leave 7 days
Bereavement Leave 3 days
Paternity Leave 5 days
Maternity Leave 26 weeks

Leave Policy- Mumbai

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I. Purpose
The purpose of this Policy is to establish the process, qualifications, and conditions for entitlement with respect to
various leave types specific to employees who will be hired by TTEC India Customer Solutions Pvt Ltd (hereinafter
referred to as “TTEC Engage India”).

II. Policy Statement

It is TTEC Engage India’s policy that only applies to employees who possess all the eligibility requirements for the
various leave types and shall be granted the benefits under this Policy.

III. Eligibility

This policy is applicable to:

All new and existing full-time employees of TTEC India Customer Solutions Pvt Ltd. based for Mumbai location.

Earned Leave
Eligibility: Completion of one (1) year of service. On the first work anniversary, 18 Earned Leaves will be credited.

Accrual: Upon satisfaction of the eligibility criteria as above, a total of 18 days earned leave shall be granted to each
employee, which can be made use of in the subsequent months. These leaves can be accumulated up to a maximum
of 45 days, beyond which they will lapse.

As per Bombay Shops and Establishment Act, if the employees apply for leave beyond 45 days and the employer do
not sanction them, in such cases only the leaves will get encashed. If the employee wants to avail the foregoing
option, they can give the request by opening ASKNOW IT ticket.

Each employee earns 1.5 leave and will be added every month on a pro-rata basis into the existing Earned Leaves’
balance.

Encashment of Earned Leave:

Any employee who is entitled to earned leave as above can encash at the rate of 60% of Fixed Monthly Cost to
Company (CTC) the earned leave that’s more than 18 days at the end of each month and it is company’s discretion to
review employee´s request and if approved it is included along with the employee´s salary in the month the request
is raised. Further, such employee shall also be notified to encashment of any unutilized earned leave at the time of
severance of his/her employment from the company. For any disputes, the employee must open an HXconnect
ticket no later than the next month the employee returns to work.

Any employee who does not want to get his/her Earned Leaves encashed, can send a request to the Kronos and
Timekeeping team for accumulation up to a maximum of 45 days.

Applying for Earned Leave:

Leaves should not be taken as a matter of right, they can be availed only upon prior written approval from approving
authority, with advance notice of at least 15 (fifteen) days in case the leave is more than 3 days.
In case, the week off falls between absent day or leave without pay (LWOP) or loss of pay, the weekly off will be
counted as an absent (ABS) or leave without pay (LWOP) or loss of pay.

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Employees leaving TTEC before completion of one (1) year tenure, shall not be entitled for any Earned Leaves.
Hence, no Earned Leaves would be adjusted/credited in the full and final settlement.

Festival Leave
Eligibility: All employees

TTEC Engage India in Mumbai location observes eight (8) festival leaves, out of which 4 (four) are fixed holidays as
mentioned below:

1. Republic Day (26th January)

2. Maharashtra Day (1st May)
3. Independence Day (15th August)
4. Gandhi Jayanti (2nd October)

The remaining days will be tagged as floating festival leave, which employees can avail from the list of published
holidays in ‘India Mosaic workspace’. Employees will have the liberty to take holidays as per their choice during
festivals, however subject to approval from their manager/department head’s approval. Employees are encouraged
to plan their leave in advance and keep their managers informed at least two (2) weeks in advance. Employees are
likewise encouraged to firm up their holiday plans during the month of January and get approval from their
managers / department heads. The festival leaves will be credited on a pro-rata basis for all the employees who join
after Jan 1and they can avail it as per available Festival Leaves balance.

Unused Festival Leaves: Any unused floating holidays will be forfeited at the end of each calendar year and cannot
be encashed.

Casual Leave
Eligibility: All employees shall be entitled to eight (8) days casual leave during every year of service.

Accrual: Casual leave shall be credited into the leave balance of the employee on a quarterly basis. Casual leave
cannot be accumulated or encashed and at the end of the year the balance will lapse or be forfeited.

Casual Leave can be used for any urgent and unforeseen situations where you require one or two days of leave to
attend to personal matters. Except with prior approval from the manager/department head, casual leave cannot be
used to go on vacation, or as part of festival or sick leave. Wherever possible, employees should seek permission in
advance from their manager/department head before availing any casual leave.

The leave balance will be credited to the employee at the start of every quarter for all active employees and will be
credited on a pro-rata basis from the date of joining who will be joining after January 01. The employees can avail
themselves of the casual leave as per the available balance.

Any employee who falls sick, can use either their Casual leaves or Earned leaves balance as available.

Bereavement Leave
TTEC employees may be excused from work for up to three (3) working days with pay in the event of a death of
employee’s immediate family. Immediate family will include parents, spouse, children, and siblings. The leave shall

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be given upon submission of the death certificate or the declaration from doctor or hospital. Death Certificate or
Hospital/Doctor’s Declaration will suffice and should be submitted within 30 days from the life event date.

Paternity Leave
Male employees who have completed six months of service, may take five (5) working days of paternity leave upon
the birth of a child. This leave must be availed within six months of the child’s birth, and submission of a birth
certificate is mandatory. This leave may be availed for a maximum of 2 children only.

Maternity Leave
Maternity leave will be granted to all women employees. Per company policy, a woman shall be entitled to
maternity benefit only if she has worked in an establishment for a period of not less than eighty days in the twelve
months immediately preceding the date of her expected delivery.

TTEC female employees are entitled for a total of 26 weeks which can be availed as 6 weeks prior and 20 weeks
following the date of expected delivery.

If the employee’s CTC has ESIC component, they will need to avail the maternity leave benefit from the local ESIC
office. The company will not grant eligible maternity leaves in this case.

For miscarriage/medical termination of pregnancy, a woman shall, on production of such proof as may be
prescribed, be entitled to leaves with wages as maternity benefit, for a period of six weeks immediately following
the day of her miscarriage/medical termination or pregnancy.

A female employee is allowed a maternity leave for 12 weeks only, if the adopted child is below 3 months of age. If a
woman adopts a child who is more than 3 months of age, she is not considered for maternity leave at all.

Summary of Leaves for Mumbai location:

Leave Type Days Remarks

Earned Leave 18 days in a year
Festival Leave 4 Fixed and 4 Floating
Casual Leave 8 days Credited on a Quarterly basis
Bereavement Leave 3 days
Paternity Leave 5 days
Maternity Leave 26 weeks

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Mumbai Site:

2.5 PERMISSION / COMPLIANCE FOR 24 X 7 WORKING, WOMEN EMPLOYEES WORKING IN NIGHT SHIFT

As per the Model Shop & Establishment (Regulation of Employment & Condition of Service) bill, provides for
freedom to operate an Establishment for 365 days in a year without any restriction on opening/closing time and
enables employment of women during night shifts if adequate safety provisions exist.
As per The Maharashtra S&E Act, the woman worker with her consent, shall be allowed to work during 9:30 pm and
7:00 am in any establishment in which adequate protection of their dignity, honor and safety, protection from sexual
harassment and their transportation from the establishment to the doorstep of their residence as may be prescribed
are provided by the employer or his authorised representative or manager or supervisor. The employer will also
have to provide transportation for women working after 9.30 pm. The employees will be entitled to pay for overtime
duties, paid leaves, first aide, canteen facilities and a creche.

2.6 MOVEMENT WITHIN SHIFT HOURS

 Movement of maximum 2 hours is allowed in a month. It can be availed as either 2 movements of 1 hour
each or 1 movement of 2 hours
 Requests of movements should be approved by Senior Team Leads and above based on work requirement
 Movement in the beginning of the shift is not allowed, employees can avail movement only after reporting
into shift
 Movement taken in a month will need to be compensated in the same month
 Movement out of the office during 11:00 PM – 5:00 AM is not allowed
 In rare case of an emergency during the night shift, movement must be approved by the leadership team
(Senior Team Lead and above) and an email needs to be dropped to the Facilities department by them with
details on the same

2.7 SHIFT HOURS

9 hours (inclusive of 1 hour break) and 5 days a week / 2 days rotational weekly offs.

2.8 INTERNAL TRANSFER

(a) Objective
For optimum utilization of human resources in all the areas of business, retain employees by giving them career
growth opportunities and manage the movement of employees in fair and transparent manner.

(b) Scope
This policy is applicable to all the employees of TTEC

(c) Policy Details

This policy lays down the guidelines for the internal transfer of the employees within the same function/campaign or
across different function/campaign or location:

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The details are as follows:

1. For a voluntary transfer, the employee makes a letter of request to the Program Manager.
2. The request is reviewed by the respective Program Manager/HOD. In case the employee meets all the
defined eligibility criteria, the transfer request is shared with TA basis the job requisition
3. If the request is declined, the employee is being informed of the same with specific reasons.
4. If accepted, then the employee has to apply for that particular position.
5. The employee has to undertake all the necessary recruitment tests/selection rounds & successfully meet the
cut-off scores.
6. TA will update the stakeholders and will initiate the movement process.

(d) Eligibility Criteria:

 All voluntary transfers will be entertained only after the employee has completed at least one year of service
 The applying employee should not be on PIP within the last 3 months from the date of application.

(e) Approving Authority

 All the transfers need to be approved by the P&C Head & Program Head
 Any exception to the existing process will be made with the approval from the P&C Head and VP, Operations
only.

“You may be transferred to any other division in any other capacity, may be assigned any other work, may be
transferred to any other department or branch office/location within India or abroad of the Company or other group
Company if and when found necessary by the Company and you will submit to the regulations in force from time to
time in those other establishments.”

Transfer from Ahmedabad to Mumbai location

The leave balance will get transferred for the employees moving from Ahmedabad to Mumbai site.

 SICK LEAVE: Balance will get added to the Casual Leave.

 EARNED LEAVE: Balance will get transferred, and Earned Leave will be granted according to Mumbai policy
from the effective movement date.
 CASUAL LEAVE: Balance will get transferred and no additional grants should be provided as per the Mumbai
policy and the balance should lapse at the end of the calendar year. From next calendar year onwards, will
follow Mumbai sites Casual Leave policy.
 FLOATING HOLIDAY: Balance will be transferred to Floating Holiday and no additional Floating holiday will
be granted and should get lapsed by the end of the calendar year.
 EARNED LEAVE OLD: Balance will not get transferred. This will get encashed at the rate of 60% of old CTC
(CTC prior to movement) in the pay period when the employee got transferred.
 COMP-OFF: Balance & expiry of the comp-off will be transferred from Ahmedabad to Mumbai and the
Mumbai policy will be assigned from the effective date.

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2.9 EXIT PROCESS

RESIGNATION PROCEDURE

In order to resign from the services of the Company, employee(s) must send the resignation to the reporting head.

 Notice period for a probationer employee (Agent/G&A) is 1 month & confirmed employee is 2 months.

 The Reporting Manager can accept/decline the resignation after the discussion with the employee.

 Manual termination needs to filed by the manager in Oracle through Manager Self Service (MSS) before 21st
of the month.

 The notified date field is the resignation date field, and the date should be added correctly.

 The actual relieving date must be the last working day (exclude weekly off, Festival Holiday).

 If a female employee does not report to office on the day after the completion of maternity leave and absents
herself for more than three (3) consecutive days (inclusive of weekly off and holidays), P&CSS will send the first
warning email to the employee on 5th day of absenteeism followed by second warning email on 9th day of
absenteeism. If the employee still does not report to work, it will result in discontinuation of her services and
P&CSS will send a Job Discontinuation email to the employee on 13th day of absenteeism. Approval of Leave
Without Pay for more than 10 days should be reported to P&C team.

 If there is any change in actual relieving date after the clearance form is generated, the Manager needs to open
HXConnect ticket

 P&C will be the final authority with respect to waiving off notice period recovery

 In case, if an employee resigns/leaves the Company without serving the notice period, the Company will have
the right to retain all the dues payable to the employee and adjust the same against the shortfall in the notice
period

 In case of No Call No Show the Company will have the right to recover the amount equivalent to one/ two-
month salary (Cost to Company) in lieu of the notice period of 1/2 month(s)

 The Team Lead/Sr. Team Lead/Manager receives the Training Material and directs the employee for exit
formalities.

 Employee submits all the organizational belongings like ID card, access card & locker key to Facilities dept.

 In case, there is any resignation reversal then the concerned Manager needs to file HXConnect ticket .

 The HOD/Lead should ensure that the employee is escorted by one of the lead team members.

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TERMINATION OF AN EMPLOYEE

 If an employee is terminated, then the process enumerated below should be followed immediately by the
HOD/Lead:

 Earmark an escort for the employee under termination

 File HXconnect ticket for involuntary termination
 Collect the training material (if any)
 Collect Access Card
 Collect ID Card
 The escort will ensure that the terminated employee leaves the premises and does not visit
any operations floor/access any computer/physical asset of the organization
 All the collected material should be handed over to concerned departments ASAP

 Company may at any time (whether or not during the probationary period), terminate the employment for
Cause, with immediate effect, without serving any notice and in accordance with due processes under
applicable law. The term “Cause” shall be deemed to exist upon the occurrence of following events:

a) Employee’s incapacitation by reason of ill-health or accident, from performing duties for a consecutive
period of not less than Sixty (60) days;
b) Commission of a breach of any obligation under this appointment letter (or any other agreement
executed in relation to the employment) or failure to pass or complete pre-employment background
checks), or any misconduct;
c) Committing an act of fraud, misappropriation, embezzlement, theft, dishonesty, breach of fiduciary duty
involving personal benefit or act or omission otherwise inimical to the interests of the Company;
d) The employees has been arrested by the police for any criminal offence or been accused of any offence
involving moral turpitude, whether involving Company or otherwise;”

ASSET RETURN GUIDELINES

The employees who are working from home can choose to send the assets on their own (and bear the cost of the
same) or the managers can connect with the logistics team at [email protected] after the employees last
working date for asset pick-up arrangement (company bears the cost).

It is important that the assets are recovered on or before the 07th of the next month of the employee’s relieving,
otherwise, the cost of the assets will automatically get recovered from the Full and Final settlement.

The assets should be packed properly to prevent any damage in the transit. Below are the guidelines and link to the
video on proper and safe packing of the assets to be returned to TTEC.

Packing material required:

Cardboard box
Bubble roll
Packing Tape

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Thermocol sheets
Foam sheets
Lamination Roll

One can easily purchase the above-mentioned items from a stationery shop. Once the packaging material has been
procured, follow the instructions given in the video which can be accessed through the below link to pack the assets
appropriately. It is recommended to make a video of packing the assets. Our team will connect with you and send
the courier vendor to collect the assets at a mutually agreeable time.

Link: https://youtu.be/RVQiMZBtN-Q

NOTICE PERIOD

 For employees under probation: Per the terms of appointment, employees under probation may resign from
the services of the Company by giving one month notice period.

 Notice period for confirmed employees: Confirmed employees who wish to resign must give the required notice
of two months or pay per the terms stated in their appointment letter. However, during the notice period the
employee is still governed by the Company's policies and procedure(s). If an employee violates the policies or
fails to adhere to the procedure(s), the employee would be terminated. The employee's full and final settlement
would be done as in a case of termination. During the notice period employees are not allowed to avail paid
leave, floating leave or comp-off.

 Waiver of notice pay: The Company reserves the right to adjust the notice period against leaves accumulated.

EXPERIENCE AND RELIEVING LETTERS

 Confirmed employees who have resigned from the service of the Company shall be given a relieving and
experience certificate provided he/she serves complete notice period as applicable or pays the notice period.

 Employees whose services are not confirmed shall be given only relieving certificate provided he/she serves
complete notice period as applicable or pays the notice period.

SETTLEMENT OF DUES

 Settlement of dues for employees leaving the services of the Company is done by 25th of every subsequent
month. Example: an employee who has resigned and left on August 15, will not receive the salary for 15 days
when the salary for the month of August is processed. However, the same will be included in the full and final
settlement which is deposited in the employee’s bank account.

RETIREMENT

 All confirmed employees would retire on the last day of the month in which they complete 60 years of age. The
date of birth will be as stated in school leaving certificate or any other valid identification proofs.

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2.10 STATUTORY COMPLIANCE

Income Tax Declaration and Tax Compliance: Employees whose salaries fall under the taxable limit are required to
submit their IT declaration during the beginning of the financial year. All supporting documentation for declarations
made is required to be submitted by March. The Company reserves the right to deduct income tax and other
statutory contributions as required by the law on a monthly basis from the employee’s salary.

3. CODE OF CONDUCT

3.1 DRESS CODE

 As representatives of the Company, all employees are expected to dress decently. Following are not allowed
at the workplace:
o Shorts
o Torn jeans
o T-shirts with offensive slogans
o Anything above knee length

In case of any ambiguity, the decision of the respective HOD/P&C Head will be final.

3.2 ACCESS AND IDENTITY CARDS

 All employees are required to display their identity and access cards on them at all times
 Please notify the Facilities team if you lose either card so that a replacement can be arranged. The employee
will bear the replacement cost. Replacement cost (if one misplaces the new access card) is INR 500/-

3.3 SHIFT TIMINGS

 The Company works on a 24*7 basis. Shift timing for all Operations staff is decided based on client
requirements. In case of projects with multiple shifts, agents are allotted shifts on a rotational basis making
it possible for them to attend to their personal and social needs.
 Shift timing for non-operations staff would be decided by their respective Reporting Heads. Timing may vary
depending upon the Company’s requirements.

3.4 EXPENSE CLAIMS

 All business related expense claims must be authorized (verbal or written) by the immediate Manager of the
employee before the incurrence.
 The reimbursement of expense incurred must be claimed within 30 days of incurring the expenditure.
 Expense claims post the expiry of 30 days will be deemed to be unauthorized.
 Personal expense will not be reimbursed by the Company. For any clarification, please contact the finance
department.

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3.5 CONFIDENTIAL INFORMATION

 The Company expects all employees to maintain confidentiality of all Company information. The
confidentiality obligation remains in effect for as long as the employee work for the Company and after they
leave the Company.
 No employee will talk to the press/media unless authorized by the Company. All inquiries from the press
should be referred to the business development team.

3.6 USING AND PROTECTING COMPANY ASSETS

 All employees are expected to use Company assets for Company related work only. Employees are
also expected to protect assets against misuse, damage or theft.
 Employees who violate any aspect of this policy or who demonstrate poor judgment in the manner in which
they use any Company asset may be subject to disciplinary action, up to and including termination of
employment at the Company's sole discretion.
 Employees should not use Company assets for personal use, nor allow any other person to use Company
assets.
 Employees who have any questions regarding this policy should bring them to the attention of the
Company's Human Resources Department.

3.7 USE OF COMPANY’S INTRANET AND E-MAIL FACILITY

 All employees are expected to use Company’s intranet and email facility in a legal, ethical, and appropriate
manner.
 Official communication channel should be used only to share professional experiences or work-related
matters.
 Unauthorized use or sharing of non-work-related information through Company’s intranet or email may be
subject to disciplinary action from ERF up to and including termination of employment.

3.8 CUSTOMER RELATIONSHIPS

 If employee's job puts him/her in contact with the Company’s customers or potential customers, it is critical
for them to remember that they represent the Company to the people with whom they are dealing.
 They are required act in a manner that creates value for our customers and helps to build a relationship
based upon trust.

3.9 GUESTS

Guests should be entertained in the reception area only. Access to any other area in the office premises is allowed
only with prior permission.

3.10 DISCIPLINARY PROCESS

Empower will be used for Corrective Actions for Associate level.

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ACTS OF MISCONDUCT:

The following are acts of misconduct or omission:

 Impertinence, malingering, loitering, insubordination, or disobedience, whether along or in combination

with another, or others of any lawful reasonable order of the superior
 Habitual late attendance and/or habitual absence at the place of work · Absence without information
 Causing loss or damage to the property of the organization or to its clients
 Inciting colleagues or deliberately indulging in any tactic or strategy affecting work
 Disclosing to any unauthorized person or persons any confidential information in regard to business or trade
of the Company, or any such confidential information in regard to the client
 Disclosing any confidential information by writing to any person (including a colleague), by communication
through public papers, journals, pamphlets, or leaflets, by speech or discussion at any time during service
 Theft, fraud or dishonesty, embezzlement, misappropriation, or mischief in connection with the
organization, business or property
 Threatening, intimidation, coercion, assaulting, interfering, quarrelling with any person in the premises. Any
act that is detrimental to the interest of the organization by word, posture, or deed Use of offensive, vile or
obscene language or gestures with hidden imputation against any employee or the client of the Company
 Giving false declaration regarding age, name, father’s name, qualifications, emoluments of previous service
at the time of employment
 Conviction in any court of law for criminal offences of any nature
 Offering services to other organizations without prior approval of the Company
 Smoking in the premises
 Drunkenness or gambling on the Company building premises
 Committing any act of which would negatively influence the reputation of the Company
 Interfering or tampering with the official records, attendance registers, notices, identity cards or any other
Company document
 Carrying outside the organization’s premises - books, equipment, documents and any other property of the
organization, unless accompanied by a gate pass
 Habitual breach of standing orders and instructions, or any rules made for the running of the organization
 Breach of any statutory law, applicable to the organization or its employees
 Tampering with any equipment installed in the establishment or falsification, defacement or destruction of
any equipment
 Refusal to undergo training
 Carrying any unauthorized weapon or arms in the establishment
 Refusal to accept any charge-sheet, notice, suspension letter, warning letters, show-cause notice or any
other communication offered for service by the Company
 Unauthorized use of Company’s property, machineries, tools and belongings of the Company
 Joining any association or organization that is banned under the law
 Obstructing security personnel in conducting search operations
 Unauthorized entry in the generator room or server room
 Forging any documents belonging to the Company
 Forcing any employee/s to resign
 Possession of lethal weapons, drugs, narcotics
 Using the organization premises as a client or customer unless specified to do so by the management
 Habitual negligence of work or an act of gross negligence

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 Failure to observe safety instructions
 Failure to undergo medical examination/treatment as required
 Refusal to work beyond the stipulated period of work or work on holidays when specifically instructed to do
so by the Company
 No employee is allowed to consume any toxic substance including alcohol, drugs etc. within the office
premises or report to office under the influence of any such substance
 Carrying/eating any sort of eatables on the Operations floor/Training area
 Carrying pan-masala, gutkha, cigarettes, match box/lighter, chewing gum or any other abusive/toxic
substance or any equivalent substitute with different name is strictly prohibited in the Company’s premises.
Employees are not allowed to even store/keep these items in their lockers or bags.

Please note that keeping the Company premises clean and hygienic is the responsibility of every employee.
Anyone, who is found carrying/storing pan-masala, gutkha, cigarettes, match box/lighter, chewing gum or any
other abusive/toxic substance or any equivalent substitute with different name in the Company premises or
spitting anywhere inside the Company premises (walls/floor/outside windows/stairs), will be liable to pay fine of
INR 500/-. They will also be barred from applying for any Internal Job Posting (IJP) and ineligible for any
promotion for the next 6 months from the date of instance.

Regular physical frisking as well as frisking of lockers can be done to ensure that the employees are not carrying
any such substance to the floor.

If any employee gets engaged in the above listed acts of misconduct, the Company has the right to exercise
disciplinary action ranging from verbal warning to termination depending on the severity of the issue.

If any employee is identified following fraudulent activities, involved in monetary theft, and manipulation & non-
adherence of the SOPs to aid personal monetary gains and improve performance metrics, the following actions
will be applicable:

 Termination and relieving from the services with immediate effect.

 The company has the right to take legal actions against the employee.
 The employee will be paid only for the days one has worked for, will not receive any notice pay
 A negative reference check will be given

Please note that for every successful referral, 5 bonus points are added to the employee’s quarterly review scores.

3.11 OVERALL DEDUCTIONS

The deductions under the below-mentioned head shall not exceed 3% of the employee’s monthly CTC (Applicable
to non-exempt employees only).

 Meal Lapse

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4. EMPLOYEE INCENTIVES/AWARDS

The Company has invested in a lot of effort to study and benchmark financial incentives. The Company awards
employees and teams who exceed the performance parameters. In addition, there are incentives provided by the
client.

4.1 INCENTIVE SCHEMES (FINANCIAL)

Type Criteria Reward/Recognition Frequency

Consistently achieve set
Best performance Verbal and written recognition +
standards for quality scores and Monthly
(Quality/Quantity) incentive amount in INR
pre-defined targets
Best performance Consistently achieve set quality
Verbal and written recognition +
(Quality/Quantity) scores and daily targets of for 12 Yearly
prize
'AGENT OF THE YEAR' consecutive months
Best yearly performance Consistently achieve set quality
Verbal and written recognition +
(Above and Beyond) scores and daily targets of for 12 Yearly
prize
'EMPLOYEE OF THE YEAR' consecutive months
Movie tickets/team lunch/dinner/
Best team performance Consistently achieve set quality
incentive amount in INR for all the Monthly
(Quality & Quantity) and productivity scores
team members
Going above and beyond the call Gift vouchers/verbal and written
Spot award Ongoing
of duty recognition
Innovation awards Developing or implementing an
Verbal and written recognition +
‘INNOVATOR OF THE idea, application or process that Yearly
prize
YEAR’ enhances the current process

Incentive programs may vary depending on the client & program requirements.

4.2 CERTIFICATES/AWARDS/REWARDS (NON-FINANCIAL)

Apart from quality and productivity, awards are given for excellence in different areas such as innovation, tenure of
service, sporting events, internal competitions and going above and beyond the call of duty. These awards are
formally announced in Company meetings and presented by senior management.

4.3 REFERRALS

 This helps employees convert friends and acquaintances into candidates. An employee gets INR 13,000/- if a
candidate referred by them is hired for international campaigns (except for Airbnb FMQ process). Under special
circumstances and for defined periods, the Company may enhance the referral amount. Referrals are paid after
a referred candidate completes three months (including one month of training) at TTEC. The amount payable by
the Company will be the amount in force at the time when the candidate joined. If an ex-employee gets hired,
then the employee who referred him/her is not entitled to get the referral amount.

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 Employees on notice period or who have left are not entitled to the referral money.

Manager and above levels and employees working in the Talent Acquisition and People and Culture department
are not entitled to take part in the referral scheme.

VARIABLE PAY REWARDS

EMA PROGRAM - The Extra Mile Award (EMA) program is a bonus plan for Global Career Architecture (GCA) career
level 1 – 4 employees. The plan is designed to recognize and reward those individuals who demonstrate exemplary
effort.

6 Month requirement: Must be hired/promoted 6 months prior to be eligible to participate. Employees on any other
bonus plan type are not eligible (TLP4P, Commission Plan, Sales Bonus Plan, client plans etc.)

VIP –VIP is TTEC’s variable incentive plan for employees in Global Career Architecture (GCA) career levels 5 and
above (directors and above).

The plan aligns to our pay-for-performance culture and is designed to recognize and reward those individuals who
drive extraordinary performance and contribute to the execution of our business strategy.

Employees on any other bonus plan type are not eligible.

5. COMPENSATION PRACTICES
All attendance, time in, time out, leave, and break timings are captured in Kronos/TTEC Tools.

5.1 CURRENT COMPENSATION STRUCTURE

TTEC compensates all employees as per the laws of the land. All employees get their monthly compensation under a
rationalized salary structure. The Company ensures all employees have their bank accounts and transfers salary
electronically to their respective accounts. The Company helps employees to open bank accounts.

The rationalized salary has the following components:

• Basic
• HRA
• Conveyance as per Indian Income Tax Law
• Educational Allowance as per Indian Income Tax Law
• Balance part of the CTC is paid to the employees as Professional Allowance
• LTA as per Indian Income Tax Act
• Food Coupons as per Indian Income Tax Act. (Employee has a choice)
• Bonus if applicable
• All statutory deductions are also a part of the rationalized structure as Provident Fund, Employee State
Insurance Fees (if applicable), and Income Tax etc.

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• NESI component can either be seen on earning or deduction side. It is generally used for showing any
deduction in lieu of discipline, etc or earnings for arrears adjustment, etc.
• All compensation details are given to all employees in their appointment letters on joining which has details
of all compensation being paid to him/her
• Any deductions (if any) made in lieu of disciplinary action like late coming, etc. also becomes part of
structure depending upon ad hoc occurrences
• Any changes in compensation are through a Promotion, increment letter issued by TA or P&C team

For any further queries in compensation structure, please contact People and Culture Shared Services (P&CSS) team.

Our pay day is first of every month.

6. EMPLOYEE DEVELOPMENT

6.1 CAREER GROWTH

 TTEC believes in internal promotions. Based on performance, potential and requirement, employees may be
given opportunities to work in areas of their choice followed by IJP process.

6.2 TTEC TALENT

There is no better time than now to begin investing in yourself through professional development! TTEC Talent is
home to thousands of learning and development assets in a variety of formats including courses, videos, audiobooks
and more.

Mosaic > TTEC TALENT

6.3 INDIVIDUAL DEVELOPMENT PROGRAM

 Career growth: TTEC believes in balanced development of an individual hence in addition to operational
performance, behavioral parameters are also taken into consideration. Chief focus is on leadership skills and
motivation
 Training (operational and soft skills): Training is an integral part of TTEC, and training is provided on a regular
basis for up-gradation of knowledge and skills
 Workshops: Apart from the regular in-house training, the Company organizes regular workshops on various
management topics so as to keep our work force updated

6.4 INTERNAL COMMUNICATION

TTEC encourages an open and transparent work environment by providing an internal email facility to all its
employees. All issues, updates, concerns are addressed through this medium.

6.5 iASPIRE

iAspire is the talent community that matches employees career aspirations with opportunities within TTEC.

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Employees need to create their profiles in iAspire to receive email alerts about positions that match to their career
interests. Employees can also search for job openings on their own.

All the internal positions are also posted in iAspire and employees can apply for those through iAspire.

Frequently Asked Questions About iAspire

1. What is iAspire?

iAspire was originally created to foster career mobility through a platform that enables you to receive automatic
alerts about opportunities within TTEC that match your career interests. You can also search for job openings on
your own. But today iAspire is much more than a platform…it’s the career development lifecycle at TTEC, and
managers and non-managers all play a role.

2. Why did TTEC create iAspire?

Feedback in engagement surveys tells us that professional development is one of TTEC employees’ top areas of
interest. As part of an overall plan to increase professional development opportunities, create a culture of
engagement and retain employees, we created iAspire so employees will have the opportunity to experience the
career growth they desire, right here at TTEC!

3. How do I sign up for iAspire?

It’s easy! Go to ttecjobs.com/iAspire. There you will be asked to create a profile (which includes choosing your
preferred job category/position, location, department, and job level) and upload your resume. You will also have the
option to sign up for job alerts that will be sent directly to your email.

4. How will I be notified about a new position?

If you signed up for alerts, you would receive emails when newly opened positions match your preference criteria,
generally three days before the position is posted externally. *If you signed up or modified your alerts after a
position has already been posted, you will also receive an alert when the position is posed externally. Also, every
internal candidate application will be reviewed.

5. How long after I apply will I hear if I am being considered?

The notification timeframe may vary depending on the number of individuals who apply for each position, but
typically within 24 business hours. The concierge team and recruiters will review candidates as quickly as possible to
fill our open positions in a timely manner.

6. What should I expect if I am under consideration for a role?

Once you apply for an open position, there are several steps in the screening process. (Click here for more
information on the eligibility requirements). The concierge team will initially screen applicants. Candidates chosen to
move forward in the process will be reviewed and contacted by the recruiting team if appropriate. If a candidate is
not moved forward in the process, they will receive formal notification.

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7. What should I expect if I am not under consideration for a role?

Once you apply for an open position, there are several steps in the screening process. If at any time during the
process you are not selected as a match for the position, you will receive formal notification.

8. Will my manager know that I applied for another position?

Your manager will not be alerted when you apply for a position. Because managers are encouraged to support their
team members in their career aspirations, you should let your manager know you are interested in a position and
that you’ve applied. If you are chosen to interview for the position, your manager will be notified that you are under
consideration for the role. If you are not chosen to interview for the position, both you and your manager will
receive formal notification.

9. Why will my manager be notified?

The purpose of letting your manager know you have applied for, or are under consideration for, another TTEC role is
to give your manager the opportunity to support you in that process and to consider their staffing plans in the event
you are selected.

10. How often will I be notified of a potential job match?

Alerts are provided in “real-time.” The system will send you an alert as soon as a position matches your profile.

11. Will the alert mean I am an applicant for the position?

No, the alert just lets you know the position is available. You will still need to apply for the position to be considered
for the role.

12. I signed up, but I haven’t received any alerts.

You will only receive alerts for positions if the position criteria match your profile choices. If your aspirations change
or you want to update your profile and preferred job category/position, location, department, and job level you can
do that at any time.

13. Do I have a profile?

You use Taleo login to access iAspire. If you’ve previously created a profile through TTECJobs.com when you applied
to TTEC, you already have a profile. If you don’t remember your password, please use the “forgot password”
function. This will avoid having two separate profiles in the system. If you created your profile with a personal email
address, you may update your contact information at any time to direct job match alerts to your TTEC email address
if you wish.

14. Where do I go for help if I have technical issues?

If you have questions or need help with iAspire, please submit a ticket through HX Connect and indicate iAspire.

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15. I want to grow my career but there are so many resources and different systems. Where should I start?

There are three key items you should do to get started:

a. Stand out from the rest! For those employees who utilize TTEC Talent to track your goals and performance, you
should update the Resume section of your profile. Recruiting partners may use this information to proactively search
for the right candidates for certain roles – you want to make sure they will find you!

b. Push yourself to learn more! Search TTEC Talent for the training courses that will help you to meet your career
goals. Associates, learn how to become part of the Talent Development Program here!

c. Take control of your career! Update your iAspire profile to indicate your career interests and sign-up for
automatic job alerts to have open roles emailed to you!

16. What career paths are available for me?

There are numerous areas of opportunity here at TTEC. The Global Career Architecture helps to summarize the
different departments across the organization, and within those departments breaks it down even further into
families and sub-families. This information allows you to see the different areas and roles that exist, offering our
employees and associates insight and more opportunities. When you update your iAspire profile, make sure to select
multiple “Categories” or business units, so that you gain access to roles across multiple areas.

17. I have a friend who is looking for a role. What does TTEC/TeleTech offer that other companies do not when it
comes to career development and opportunities?

TTEC offers a vast amount of professional development courses for free, so that you can grow, stretch yourself and
reach your career goals. TTEC Talent is an amazing resource where you can search based on the skills or
competencies you are trying to develop. In addition, TTEC offers numerous opportunities for growth through our
program, iAspire. Not only do we want to help you find your next role within the Company, we encourage your
growth and want to keep our best employees here!

18. I’ve applied to various roles, and I haven’t been selected for anything yet. What can I do to make sure I’m
selected for a new role?

There are guidelines in place for candidate applications, such as performance, tenure, and position level. Check first
to ensure you are meeting these guidelines. Furthermore, make sure you are networking with teammates in the
areas in which you are applying. Don’t be afraid to reach out to someone in a similar role, set up a meeting, and ask
them questions. You may also want to connect with the recruiting partner so that you can further share your interest
and your qualifications. They can be an advocate for you as roles become available. And of course, make sure your
manager is aware of your interests – they too can be a great supporter. Finally, make sure you have completed your
iAspire profile, as well as your Resume in TTEC Talent. This is a terrific way for recruiters to find YOU!

19. What role do I play in my own development? What role does my manager play?

As the employee/associate, you own your career development and your career path. It’s up to you to ensure you are
homing in on what you like, what your strengths are, and where you can develop. And then advancing through the

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completion of training courses, asking for feedback from peers, teammates, and your manager, and networking with
people across the organization. It’s your manager’s role to support you in those career goals, to coach you and have
on-going feedback conversations, and be an advocate for you. If / when you apply to a position and are not chosen,
it should be a partnership between you and your manager to talk about ways to help get you there next time,
through coaching and development.

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7. SEXUAL HARRASMENT POLICY (PREVENTION, PROHIBITION AND REDRESSAL)

Sexual Harassment: The Law

Sexual harassment has been recognized as most intimidating, most violating form of violence since long in countries
like UK, USA and many countries have not only taken note of how degrading experiences of sexual harassment can
be for women as well as employers but have adapted legislative measures to combat sexual harassment.

In India, it has been less than a decade since sexual harassment was for the first time recognized by The Supreme
Court as human rights violation and gender based systemic discrimination that affects women’s Right to Life and
Livelihood. The Court defined sexual harassment very clearly as well as provided guidelines for employers to redress
and prevent sexual harassment at workplace.

One very important preventive measure is to adopt a sexual harassment policy, which expressly prohibits sexual
harassment at workplace and provides effective grievance procedure, which has provisions clearly laid down for
prevention and for training the personnel at all levels of employment. As per the Sexual Harassment of Women at
Workplace (Prevention, Prohibition and Redressal) Act, 2013, we already have constituted an “Internal Complaints
Committee” and following 100% compliance to all the laid down guidelines as per the Act.

Purpose:

 An express commitment to eradicate and prevent sexual harassment and express prohibition of sexual
harassment for all its employees
 An anti retaliation policy providing protection against retaliation to complainants, witnesses

What Is Sexual Harassment?

According to The Supreme Court definition, sexual harassment is any unwelcome sexually determined behavior, such
as:-

 Physical contact
 A demand or request for sexual favors
 Sexually colored remarks
 Showing pornography
 Any other physical, verbal or non-verbal conduct of a sexual nature.

Sexual Harassment takes place if a person:

 Subjects another person to an unwelcome act of physical intimacy, like grabbing, brushing, touching,
pinching etc.
 Makes an unwelcome demand or request (whether directly or by implication) for sexual favors from another
person, and further makes it a condition for employment/payment of wages/increment/promotion etc.
 Makes an unwelcome remark with sexual connotations, like sexually explicit compliments/cracking loud
jokes with sexual connotations/ making sexist remarks etc.

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 Shows a person any sexually explicit visual material, in the form of pictures/cartoons/pin-
ups/calendars/screen savers on computers/any offensive written material/pornographic e-mails, etc.
 Engages in any other unwelcome conduct of a sexual nature, which could be verbal, or even non-verbal, like
staring to make the other person uncomfortable, making offensive gestures, kissing sounds, etc.
 Romantic involvement (even if consensual) between leads and subordinates that impacts the workplace
and/or other individuals in areas such as assignments, advancements and benefits.

It is sexual harassment if a lead requests sexual favors from a junior in return for promotion or other benefits or
threatens to sack for non-cooperation. It is also sexual harassment for a boss to make intrusive inquiries into the
private lives of employees, or persistently ask them out. It is sexual harassment for a group of workers to joke and
snigger amongst themselves about sexual conduct in an attempt to humiliate or embarrass another person.

Quid pro quo and hostile work environment are the two broad types of sexual harassment.

Sexual harassment at workplace is generally classified into two distinct types. 'Quid pro quo', means seeking sexual
favors or advances in exchange for work benefits and it occurs when consent to sexually explicit behavior or speech
is made a condition for employment or refusal to comply with a 'request' is met with retaliatory action such as
dismissal, demotion, difficult work conditions. 'Hostile working environment' is more pervasive form of sexual
harassment involving work conditions or behavior that make the work environment 'hostile' for the woman to be in.
Certain sexist remarks, display of pornography or sexist/obscene graffiti, physical contact/brushing against female
employees are some examples of hostile work environment, which are not made conditions for employment.

Do’s and Don’ts:

Do’s

 Handshakes, High-fives
 Greeting with a hug – US culture
 Patting someone while congratulating or giving condolences
 Kosher jokes/comments

Don’ts

 Physical touch
 Walking hand in hand
 Massaging shoulders
 Walking with hands wrapped around somebody’s shoulders
 Passing indecent comments
 Sending obscene messages
 Browsing non-work related websites while on work
 No jokes with sexual content – implicit or explicit
 Shirts/T-shirts sporting indecent writings
 Any controversial situation

What Steps Can Employees Take To Prevent Sexual Harassment?

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Most women themselves fail to recognize sexual harassment and treat it as trivial and routine. Such has been the
internal coping mechanism. Ignoring offensive behavior or denying its existence is the most common ways women
deal with sexual harassment.

Dealing with the Harasser upfront:

 Do the unexpected: Name the behavior. Whatever he's just done, say it, and be specific
 Hold the harasser accountable for his actions. Don't make excuses for him; don't pretend it didn't really
happen. Take charge of the encounter and let people know what he did. Privacy protects harassers, but
visibility undermines them
 Make honest, direct statements. Speak the truth (no threats, no insults, no obscenities, no appeasing verbal
fluff and padding). Be serious, straightforward, and blunt
 Demand that the harassment stop
 Make it clear that all women have the right to be free from sexual harassment. Objecting to harassment is a
matter of principle
 Stick to your own agenda. Don't respond to the harasser's excuses or diversionary tactics
 His behavior is the issue. Say what you have to say, and repeat it if he persists
 Reinforce your statements with strong, self-respecting body language: eye contact, head up, shoulders
back, a strong, serious stance. Don't smile. Timid, submissive body language will undermine your message
 Respond at the appropriate level. Use a combined verbal and physical response to physical harassment
 End the interaction on your own terms, with a strong closing statement: 'You heard me. Stop harassing
women.

Other steps employees can take:

Speaking out: Speaking about sexual harassment is an effective tool in combating such a threat. While speaking
about it, the problem becomes visible, it is acknowledged that it exists, and this in turn leads one to take effective
measures against it. Speaking about sexual harassment also gives an opportunity to clarify by this about it. It helps in
changing attitudes of people towards this issue. Speaking about it creates an enabling environment for the victim to
speak out. It mobilizes public opinion against it. It makes it difficult for a potential harasser to commit the crime. It
equips people with information as to what is to be done in such a case.

Speak up at the time: Be sure to say "NO" clearly, firmly and without smiling as that is the best way to let the
harasser know that his behavior is offensive. Objecting to the behavior when the incident takes place actually helps if
you decide to file charges later.

Keep records: Keep track of what happens in a journal or diary and keep any letters or notes or other documents
you receive. Write down the dates, times, places, and an account of what happened. Write down the names of any
witnesses. Write a letter. People have successfully stopped sexual harassment by writing a letter detailing the
behavior that is offensive and asking the person who is harassing them to stop the behavior. The letter should be
polite, unemotional, and detailed. Such a letter seems to be more powerful than a verbal request. The recipient of
the letter seldom writes back; the person usually just stops the behavior.

Set your own boundaries: Say "NO" emphatically and clearly when you are asked to go places, do things, and
respond to questions, or engage in situations that make you uncomfortable. Do not worry about offending the other
person or hurting his or her ego. Take care of yourself first.

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Be aware of situations and people who may harm you: Don't ignore other's warnings about particular people or
social settings. Acknowledge their concern for you and for themselves.

Trust your own instincts about possible danger: In an uncomfortable situation, be direct and honest, and remove
yourself from the situation immediately. Regardless of your previous behavior or signals you may have given earlier,
you have the absolute right to halt any sexual exchange at any time. Accept this right and act on it.

Tell someone: Being quiet or stoic about sexual harassment lets it continue. Talk to other co-workers; you may not
be the only one harassed by this person. Do not blame yourself and do not delay.

Create a Witness to the behavior if you can: Inform a trusted colleague and try to insure that s/he is an eye or ear
witness to a situation where you are being sexually harassed. This will be useful later if you chose to file a formal
complaint. Send a copy of sexual harassment policy / rules to the harasser. If your workplace already has an anti
sexual harassment policy or the conduct rules of your institution prohibit sexual harassment, send a copy of the
institution policy/conduct rules to the harasser with the appropriate sections underlined.

It is important that you:

 Be professional at all times

 Set a positive example
 Consider your attitudes
 Avoid making assumptions
 Think before making personal comments
 Don’t go along with the crowd
 Be supportive of people who wish to talk about being sexually harassed and
 Direct them to the appropriate persons / authorities

Report sexual harassment to the appropriate person in the organization:

 One can directly approach any of the below mentioned members thru email, phone or face to face meeting
and share the complaint in writing with all the facts.

Internal Complaints Committee- Ahmedabad

Committee: The committee consists of the following members:

Presiding Officer: Namita Jhaveri, Financial Advisor of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

Member: Vitul Kapadia, Director, Service Delivery of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

Member: Pooja Singh, Human Capital Senior Generalist of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

Member: Manoj Udasi, Director, Service Delivery of TTEC India Customer Solutions Pvt. Ltd. ([email protected])

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Member: Pradeep Pillai, Senior Manager, Real Estate & Facilities of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

External Committee Member: Anil Parikh, Legal Consultant ([email protected])

Internal Complaints Committee- Mumbai

Committee: The committee consists of the following members:

Presiding Officer: Sunita Bisht, Consultant, Human Capital of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

Member: Saba Shaikh, Talent Acquisition Specialist I of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

Member: Anubhav Rajpal, Manager, Service Delivery of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

Member: Sunil Jaiswar, Site Manager, Real Estate & Facilities of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

Member: Krishna Gagwani, Human Capital Senior Generalist of TTEC India Customer Solutions Pvt. Ltd.
([email protected])

External Committee Member: Anil Parikh, Legal Consultant ([email protected])

The Internal Complaints Committee will make an inquiry into the complaint and provide the report of its findings to
the management and give the final recommendation for the action required.

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8. TUITION REIMBURSEMENT POLICY

STATEMENT OF POLICY

Under TTEC’s Financial Assistance Program, the Company is pleased to offer a Discretionary Tuition Reimbursement
Program to eligible employees who wish to pursue job-related education. Employees in good standing who meet the
eligibility criteria outlined below may receive reimbursement, up to certain annual limits, for free-standing courses
and/or courses taken toward a degree at any fully-accredited college, university, trade school or technical school
(together, “institutions of higher learning”). All courses for which an employee seeks reimbursement must be
approved through the HXConnect Discretionary Tuition Reimbursement Program application. Applications will then
be reviewed and approved by People and Culture Shared Services (P&CSS) as well as the employee’s manager.

ELIGIBILITY

Employees that are not seasonal, project-based or temporary (to be assessed on an ad hoc basis), who are in good
standing and have an active employment relationship with TTEC as at the date when the employee should submit
the application for reimbursement as per this policy, who have completed at least six months of continuous service,
and who are pursuing job-related education at an accredited institution of higher learning are eligible to participate
in TTEC's Discretionary Tuition Reimbursement Program.

COURSE AND/OR PROGRAM REQUIREMENTS

For education to be “job-related” it must meet the following three criteria:

1. The Course or Program must not be a minimum education requirement for the employee’s current position.
2. It must not be taken to qualify the employee for a different type of work, which will be assessed on an ad
hoc basis. For the avoidance of doubt, learning a new language to support a different team/project within
the Company shall not be considered “different type of work”.
3. It must be related to the employee’s current job and must help maintain or improve the knowledge and skills
required for the job.

ACADEMIC PERFORMANCE REQUIREMENTS

An otherwise eligible employee seeking reimbursement pursuant to the Discretionary Tuition Reimbursement
Program must (i) meet the minimum attendance requirements; (ii) demonstrate a grade of “C” (or equivalent grade
if the course has a different grading system) or better per course or; (iii) a “Pass” per course for those courses graded
as pass/fail. Employees must provide documentation of grades after course completion and before reimbursement.

COVERED EXPENSES

An eligible employee demonstrating the requisites of attendance and grades may request reimbursement pursuant
to the Discretionary Tuition Reimbursement Program for tuition, books and institutional fees (the “Covered
Expenses”), up to a certain dollar amount (paid out in the respective local currency), as described below.

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In case TTEC decides to reimburse the Covered Expenses, reimbursement for Covered Expenses is distributed after
course completion and submission of grades to TTEC. Employees must provide TTEC with documentation of
expenses— outlined in Appendix B—both in the application for reimbursement and after course completion.

Depending on the country where employee resides, these reimbursements may be taxed in which case, TTEC will
make the corresponding deductions and withholdings.

REIMBURSEMENT LIMITS

Reimbursement of covered expenses pursuant to the Discretionary Tuition Reimbursement Program is discretionary
and occurs upon an eligible employee’s successful completion of a course(s). Reimbursement may not exceed the
specific amount per calendar year set forth in Appendix A.

Eligible employees may only seek reimbursement of either tuition reimbursement under the Discretionary Tuition
Reimbursement Program or certification payment under the Certification Program, but not both.

Reimbursement amounts for courses beginning in one calendar year and completed in the subsequent calendar year
are calculated as part of the reimbursement limit for the year in which the course began. For example,
reimbursement for a course beginning in September 2023 and completed in January 2024 is taken from the
employee’s reimbursement limit for 2023. Therefore, if the class beginning in September 2023 costs $1,000, the
money will come from the 2019 allocation.

Further, reimbursement amounts do not roll over year-to-year. For example, if a full-time employee is reimbursed
for one $1,000 course in 2023 and thus has $3,000 left in her reimbursement limit for that year, the leftover funds
go away after Dec. 31, 2023. The funds do not roll over to 2024.

APPLICATION PROCESS

Application for Approval

Before the course and/or program:

1. An employee must submit the required documentation through HXConnect at least 5 days before the course
and/or program start date, whichever date is earlier. Please see Appendix B for a list of required and
acceptable documents. Any request for an extension of time to submit the required documentation for
approval must also be made at least 5 days before the course and/or program start date, whichever is
earlier.
2. An employee’s application for approval will be considered by:

a. First, P&CSS; and

b. Second, the employee’s manager.

3. The final decision of the application will be provided on the employee’s application. It is the employee’s
responsibility to check the status of the ticket to see whether the application was approved or denied.

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Application for Reimbursement

After completion of the course and/or program:

1. An employee must submit the required documentation through HXConnect within 60 days following the course
and/or program end date, whichever date is earlier. Please see Appendix B for a list of required and acceptable
documents. Any request for an extension of time to submit the required documentation for approval must also be
made within 60 days following the course and/or program end date, whichever is earlier.

2. An employee’s application for reimbursement will be considered by:

a. First, P&CSS; and

b. Second, the employee’s manager.

3. If everything is in order and appropriate documentation and approval has been received, the ticket will be
processed by payroll and the employee will receive reimbursement for the next pay date.

RESTRICTIONS

TTEC reserves the right to deny any application submitted pursuant to the Discretionary Tuition Reimbursement
Program. TTEC also reserves the right to modify or cancel the Discretionary Tuition Reimbursement Program at any
time, for any reason, with or without notice.

DISCRETIONARY TUITION REIMBURSEMENT PROGRAM AGREEMENT

I understand that TTEC may agree to reimburse my Covered Expenses pursuant to its Discretionary Tuition
Reimbursement Program under the following terms and conditions:

TTEC may reimburse up to the amount specified for my country (less applicable taxes, if any), detailed in the chart in
Appendix A, for Covered Expenses (defined as “tuition, books and institutional fees”) upon proof of expenses
incurred. Proof shall be in the form of properly issued receipts from the institution of higher learning that provides
the education.

I understand that if I separate from my employment with TTEC for any reason within a certain period of time of
receiving a reimbursement, a percentage amount of that reimbursement must be repaid to TTEC within the current
calendar year as described in the chart below. If I separate from my employment with TTEC for any reason after one
year of receiving a reimbursement that reimbursement need not be repaid. I understand that the 1-year clock runs
from the date of every reimbursement TTEC gives me or pays on my behalf under this Program.

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Time after Payout TTEC
Received investment Employee Responsibility
If you are no longer employed with the Company within
this time frame you are responsible for paying pack 100%
0 days - 90 days 0% invested of your reimbursement
If you are no longer employed with the Company within
this time frame you are responsible for paying pack 75% of
91 days - 180 days 25% invested your reimbursement
If you are no longer employed with the Company within
this time frame you are responsible for paying pack 50% of
181 days- 270 days 50% invested your reimbursement
If you are no longer employed with the Company within
this time frame you are responsible for paying pack 25% of
271 days- 360 days 75% invested your reimbursement
If you no longer employed with the Company after this
time frame you are not responsible for paying back any
361 days plus 100% invested amount.

In instances where reimbursement is due, I expressly authorize TTEC to deduct any amount due to it from any
paycheck(s), including but not limited to my final paycheck.

In the event TTEC institutes any legal action to recover any amounts due from me, I shall be liable to TTEC for all
reasonable costs incurred, including but not limited to reasonable attorneys’ fees.

I understand and agree that this authorization shall remain in effect until the expiration of one year after I receive
any reimbursement under this Program and may not be revoked unless mutually agreed in writing by both myself
and TTEC.

NOTHING IN THIS AGREEMENT IS TO BE CONSTRUED AS AN EXPRESS OR IMPLIED CONTRACT OF EMPLOYMENT, OR

AS ALTERING MY STATUS AS AN AT-WILL EMPLOYEE.

_____________________________________

Employee Name

_____________________________________

Employee Signature

Date ______________________

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Appendix A

Full-time, Professional
Country Regular INR INR
India 41,000 82,000

Full-time, Professional
Country Regular USD USD
India $500 $1000

Appendix B

Under TTEC’s Discretionary Tuition Reimbursement Program, the following documentation is required for both your
Applications for Approval and Reimbursement.

1. Course listing and class description.

2. Tuition and fees invoice; and

3. Receipt for (or estimated cost of) required course books (in order to be reimbursed for the costs of books, actual

receipts will be required at the application for reimbursement stage); and

4. Signed copy of the Discretionary Tuition Reimbursement Program Agreement.

Documentation showing successful completion: A transcript demonstrating that the employee has met the
Program’s Academic Performance Requirements.

Invoices provided must come directly from the institution of higher learning. Custom breakdowns of charges and
expenses can only be used as supporting documentation.

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9. WE HEAR YOU

Our hotline and websites are also available 24/7 to ask questions or report concerns through an independent ethics
professional. If you see something suspicious, contact We Hear You for issues including:

- Bribery - Harassment

- Discrimination - Privacy issues

- Ethics Code violations - Time card violations

- Employee relations - Unprofessional behavior

- Fraud - Unsafe workplace conditions

If it matters to you, it matters to us!

Submit your concerns online or by telephone. You can report anonymously or share your information to help us
address your concerns. And please know that TTEC never retaliates against those who report concerns in good faith.

Visit www.ttecwehearyou.com or call 1 888.788.0032 in the United States

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10. SOCIAL MEDIA POLICY

So, you want to use social media to connect. To share. To engage. To collaborate. Great!

We’re thrilled that you want to contribute your thoughts and knowledge related to the work we’re doing at TTEC,
and we fully respect your right to create and/or contribute to blogs, wikis, social networks, virtual worlds, Twitter,
Facebook, YouTube, and other kinds of social media, both on and off TTEC's Global Network.

That said, we have to face facts: use of social media presents risks to TTEC’s confidential and proprietary information
(and that of its clients) and to its reputation. It can also expose the Company to discrimination and harassment
claims and can jeopardize the Company’s compliance with business rules and laws. Therefore, use of social media
carries with it certain responsibilities. We have established this policy for appropriate use of social media to assist
you in making responsible decisions.

This policy may be revised as new technologies and social networking tools emerge. It is your responsibility to
regularly consult the most up-to-date version, which can always be found on the TTEC on Social space on the
intranet or by contacting [email protected].

Take a look at the Rules of Engagement below to ensure you are following the guidelines and are in compliance with
TTEC’s social media Policy.

Rules of Engagement

DO:

DO use your (real) I.D. You have a cool nickname. We get it. But it’s critical to be transparent. Use your real name
and, if you are a designated spokesperson for TTEC, let people know it up front. Write in the first person and use
your own voice.

If you’re not a designated spokesperson for TTEC, never represent yourself as one. If you’re writing about a TTEC-
related matter, make sure to let everyone know that your views don’t necessarily represent those of TTEC or anyone
working on behalf of TTEC. It is best to include a disclaimer such as “The postings on my site are my own and do not
necessarily reflect the views of TTEC.”

DO write only what you know (and in your own words). We know you have a lot of great things to say, just make
sure the words are your own and limit your use of social media to your areas of expertise. Don’t use copyrighted or
trademarked statements or images, and if you’re not the TTEC expert on a topic make it clear to your readers.

DO respect TTEC’s and others’ intellectual property. For your protection and the protection of TTEC, you should
always respect the laws governing trademarks, copyright, and fair use of copyrighted material owned by others,
including TTEC's own trademarks, copyrights, and other intellectual property. Only use the TTEC logo and trademarks
on social media if you have explicit written permission from TTEC’s Social Media team, [email protected]
(More on this in the DON’T section later.)

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DO play nicely in the sandbox with others. One of the great things about TTEC is that we’re a global organization
whose employees and clients reflect a diverse set of customs, values, and points of view. It’s okay if we don’t always
agree, but it’s not okay (nor is it doing “the right thing”) to be disrespectful, so:

• Respect your audience and coworkers.

• Keep your comments fair and courteous.

• Don’t post anything that may be offensive (such as insults, vulgarity, or ethnic slurs). Avoid using statements,
photographs, video, or audio that reasonably could be viewed as malicious, obscene, threatening, or intimidating,
that disparage clients, other employees, partners, or competitors, or that might constitute harassment or bullying.

• Don’t spread false information or rumors.

Official TTEC social media accounts reserve the right to hide or delete comments which don’t comply with the rules
listed above.

DO remember that you are ultimately legally liable for anything you post, including any commentary, content, or
images that are defamatory, pornographic, proprietary, harassing, libelous, or that can create a hostile work
environment.

DO own up to your mistakes. Hey, it happens. We all make mistakes. If you make one, be quick to admit it and
correct it. Also, be transparent about any modifications you make.

DO continue to perform your job. We’re aware that all work and no play isn’t the TTEC way, but work still comes
first. Your online activities should never interfere with job performance in all aspects.

DON’T:

DON’T have any expectation of privacy. All contents of TTEC's IT resources and communications systems are the
property of TTEC. Therefore, employees should have no expectation of privacy whatsoever in any message, files,
data, document, facsimile, telephone conversation, social media post, conversation, or message, or any other kind of
information or communications transmitted to, received, printed from, stored, or recorded on TTEC’s electronic
information and communications systems. All those postings are available to TTEC for any purposes it deems
appropriate.

DON’T act before you think. Remember that comment or picture you posted that you wish you could take back?
Yeah that one. Lesson learned, right? Everything you share on the internet will be around for a long time. So, if
you’re not sure whether you should publish something online, trust your instincts and don’t hit the PUBLISH button
until you’ve determined and fixed whatever is causing your uncertainty.

DON’T disclose confidential or proprietary information about TTEC or any of our partners, suppliers, or clients, such
as financial information, upcoming services, trademarks, business strategy, terms of agreements, or any other
internal business-related information that has not been publicly released.

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DON’T create a social media account, profile, or group and represent it as an official TTEC property. We get it;
social media is a fantastic tool for creating and maintaining networks or getting the word out about events or
announcements. However, using TTEC’s name and/or logo on an unofficial or unapproved social media account is
neither legal nor appropriate and may confuse users and possibly lead to unintended consequences. If you want to
use online tools to generate networks and/or word of mouth, please reach out to TTEC’s social media Team for
alternatives and guidance. Any unsanctioned social media accounts or profiles will be reported and ultimately
removed.

DON’T comment on TTEC’s business performance. Do not comment on confidential TTEC financial information such
as future business performance, business plans, metrics, compliance, or prospects anywhere in world. This includes
statements about an upcoming quarter or future periods or information about partnerships, and this applies to
anyone including conversations with Wall Street analysts, press, or other third parties (including friends). TTEC policy
is not to comment on business performance or financial rumors in any way. You should merely say "no comment" to
such rumors. Do not deny or affirm the rumors or imply either denial or affirmation in subtle ways.

DON’T breach your legal obligations. Make sure you know the legal obligations, contractual or otherwise that you
have to TTEC as a result of your employment or relationship with TTEC and don’t breach them.

DON’T expect your requests to connect with direct reports on social media sites to be accepted. (for example,
making friend requests on Facebook). Neither supervisors nor direct reports should feel pressured to accept any
social media requests from anyone at TTEC, including their supervisors, direct reports, or colleagues, nor should you
be offended if your requests are denied or not accepted. These are the personal space of everyone.

DON’T be afraid to share your thoughts, knowledge, and passion! We truly want to hear what you have to share, so
go ahead and spread it! After all, isn’t that what we’re all here for? We encourage you to use the hashtag
#ExperienceTTEC in your posts so we can all share in the conversation.

Policy Statement

This policy is not intended to preclude or dissuade you from engaging in activities protected by state, federal or
applicable law (including labor laws, state fair employment laws, and relevant applicable laws and regulations in your
jurisdiction), such as discussing wages, benefits, or terms and conditions of employment, or from raising complaints
about working conditions on behalf of yourself or your fellow employees.

Applicability

This Policy applies to the employees of all TTEC companies worldwide, including subsidiaries and controlled affiliates,
and all acquired companies subject to earn-out provisions, whether trading under the TTEC brand or as part of a
different trading platform.

Responsibility

You are responsible for complying with this policy. Each member of the TTEC Executive Leadership Team (Executive
Committee or its successor in responsibilities) is responsible for policy compliance in his/her respective business
segment and function. Failure to comply with this policy will put TTEC at a substantial risk and may subject the

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Company and employees to civil and criminal liability (which may include large monetary fines as well as jail time).
Failure to abide by this policy or any TTEC policy could result in disciplinary action, up to and including termination.

11. NIGHT SHIFT ALLOWANCE (NSA) POLICY

All the agents and Specialist, WFM Real Time in production in international campaigns whose scheduled shifts are
falling between 9 pm to 6 am are entitled to Night Shift Allowance (NSA) on pro-rata basis depending upon the
number of shift hours between this time slots.

Agents working in international campaigns will be eligible for Base amount of INR 30 per hour.
Employees (Agents to Sr. Team Lead level) working in Verizon campaign, will be eligible for Base amount of INR 30
per hour.

All the Service Delivery Specialist, Specialist, Quality Assurance, Senior Specialist, Quality Assurance, Team Leads
(Operations), Service Delivery Auditor, Lead Specialist, Reporting, Senior Specialist, WFM Planning, Trainers and
Senior Trainers in international campaigns supporting Operations due to a specific request by Operations will also be
covered under Night Shift Allowance policy and will be eligible for Base amount of INR 30 per hour.

All the Desktop Support Jr. Associate Technician/Desktop Support Associate Technician in Information Technology
(IT), Talent Acquisition Shared Services Coordinator/Human Capital Generalist/Human Capital Coordinator/Talent
Acquisition Specialist I in Human Resources and Administrative Assistant in Facilities whose scheduled shifts are
falling between 9 pm to 6 am are entitled to Night Shift Allowance (NSA) on pro-rata basis depending upon the
number of shift hours between this time slot.

Employees working in IT, People and Culture and Facilities departments will also be eligible for Base amount of INR
30 per hour.

Calculation of Night Shift Allowance:

No. of Hrs. during the mentioned time slot in a month x base amount per hour

Example 1, if the employee (agent working in international campaign) has worked for “X” hours in the period 25th
January to 24th February then one is eligible for Night Shift Allowance as per following:

INR 30 (Base amount per hour) x “X” hours

In case, there are any ABS (Unapproved leaves) while processing the NSA in your attendance during the payroll run,
the payout won’t happen, and it would be zero for that particular period. (i.e. If you have a single ABS during 22 nd
Jan to 21st Feb, then the Night Shift allowance would be zero and no payment shall be processed during the Feb
payroll.)

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Frequently Asked Questions (FAQs) – Night Shift Allowance (NSA)

1. What is NSA?

Night Shift Allowance (NSA) is an allowance which is given to the eligible employees whose shifts are falling
between 9 pm to 6 am.

2. How is the NSA calculated?

NSA is given on pro-rata basis depending upon the number of shift hours between the time slots of 9 pm to
6 am.

Calculation: No. of Hrs. during the mentioned time slot in a month X base amount per hour.
For example, if the employee has worked for “X” hours in the period from January 22 nd to February 21st
then the employee is eligible for the Night Shift Allowance per following:

INR 30 (Base amount per hour of eBay) x “X” hours

3. How should an employee apply for the NSA?

Night shift allowance will be processed through Kronos for the period 22 nd of the previous month to 21st of
the current month. Sign-off of Kronos will happen every 22 nd of the month, all hours should be approved
including overtime, comp off and NSA on the deadline set by TKS prior to sign-off.

Please note: In case, there are any ABS (Unapproved leaves) in your attendance while processing the NSA
during the salary processing (payroll run) then, the payout won’t happen, and it would be zero for that
particular period.

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12. TRAVEL POLICY
I. PURPOSE

Business travel is an important part of TTEC business model: to support TTEC’s global and complex business, our
travelers meet our clients, develop business opportunities, manage our risk, and deliver our services. As our
geographic footprint and employee population grow, so do our travel costs. This Policy has been developed to
support our need to manage overhead costs and run an efficient business, without losing focus of the needs of
our ‘road worriers,’ who deal with stressful and physically taxing security protocols, congested airports,
overbooked flights, fewer convenient flight options, and aging hotel infrastructure. The purpose of this Policy is
to communicate TTEC’s expectations on how to manage travel, drive consistency across the enterprise, align
how we do business with best practices in our industry, and establish clear and enforceable guidelines for TTEC
travelers. This Policy tries to cover all key aspects of business travel, but it cannot cover every possible travel
scenario. Instead, it outlines important governing principles that TTEC travelers must embrace for air travel,
lodging, and ground transportation – the principles designed to encourage our travelers to act as business
owners when making travel spend decisions. This Policy is written with an understanding that multiple variables
exist in domestic and cross-continental travel. While TTEC expects its travelers to follow this Policy most of the
time, exceptions are possible; and the Policy outlines a clear and consistent exception process that must be
followed to comply with the Policy.

II. POLICY

A. TTEC Travel Governing Principles:

1. Policy Compliance and Exceptions: All travel on behalf of TTEC must be undertaken in accordance with this
Policy or should be subject to an exception process clearly outlined in the Policy. Rules apply to everybody,
and whether you are a young professional traveling on business for the first time or a seasoned executive
with broad P&L responsibilities, the rules outlined in this Policy, including the clear exception process, apply
to you. Failure to follow the requirements of this Policy may lead to disciplinary actions, including the
expenses not being reimbursed or termination of employment for egregious violators.

2. Spend Responsibly as a Steward of the Company Assets: Business travel must be economical, otherwise it is
a burden on our cost structure, which impacts the results of our operations and financial success of the
Company. Therefore, TTEC travelers must evaluate every travel spend decision they make in the best
interest of the business, as if they were paying for travel costs personally.

3. Travel Safely: Safety of our travelers is TTEC’s priority. When making travel decisions, make sure that you
consider arrival time, your knowledge and safety of the location you are going to, and how you are going to
get to your destination, especially if you are arriving late at night or are not familiar with the destination.
Take travel advisories, recommendations and cautions seriously, and read them carefully as situations can
change frequently.

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4. T&E Card for All Travel Expenses: It is a policy of TTEC that all travel and entertainment expenses must be
charged through our corporate travel and entertainment card (the “T&E Card”).

5. Client Reimbursable Travel Expenses Must be Incurred Responsibly: Whether the travel expenses are paid by
TTEC or by TTEC clients, the need for responsible travel spend stewardship applies. When our clients
reimburse TTEC for travel costs associated with the delivery of services, they expect us to book travel
economically and in accordance with our contract terms. ‘Client Reimbursable’ travel is not an excuse for
making poor travel spend decisions. When incurring travel expenses that are client reimbursable, be aware
of the contractual provisions that apply to the travel expenses and reimbursements. Timely submit all client
reimbursable travel expenses and tag them for client reimbursement, so they are appropriately included in
our invoices.

B. Air Travel Policy:

1. Advance Air Travel Booking. TTEC travelers are expected to book their travel as far in advance as reasonably
possible without impacting our business commitments. Most cost-effective air fares are available when
travel is booked at least fourteen (14) days in advance. It is the policy of TTEC that, whenever possible, air
travel should be booked at least seven (7) days in advance. An ‘out of policy’ notice may be issued and
escalated to the traveler’s manager, if the air travel is booked less than 7 days’ in advance of travel. Periodic
compliance reports on advance air travel bookings are provided to the Executive Committee of the
Company, as part of our cost management controls.

2. Fly Coach. Air travel should be booked according to the most direct route and least expensive class of
service. It is TTEC’s policy that travel for TTEC business is done coach class and only coach class tickets
should be booked and will be reimbursed.
• In rare circumstances when a cross-continental flight (including stopovers) is more than six (6) hours in
duration, an SVP and above may book a Business Class fare. Not all Business Class fares cost the same. How
you book Business Class fare may considerably reduce our costs, therefore, all Business Class travel must be
booked through TTEC Travel Desk ([email protected]).
• Economy Plus or Business Select Class fares are not the same as “Coach class” fares. They should not be
booked and will not be reimbursed unless an exception is secured as provided in this Policy.
• If our contract with a client permits client reimbursable class of services, other than coach class (including
Business. Economy Plus, or Business Select), then contractually prescribed fares may be booked.
• When traveling with a client and a client is traveling in a fare class other than coach, consider whether it is
important to travel together with the client and obtain an exception to our policy accordingly. Do not
assume that the clients wish for us to match their fare class. Many clients appreciate a cost conscious
service provider, especially for services where cost matters.
• First Class travel is not reimbursable under TTEC travel policy

3. Other Fees That Make Airline Travel Expensive:

• Change Fees. Airlines make huge margins on change fees, often charging a sizable fee on top of a higher fare
due to last minute change, and it is TTEC’s policy to avoid such fees by traveling with our Preferred Airlines
and by planning your trips carefully in advance. While these fees are reimbursable, when change is required
due to demands of the business, it is travelers’ responsibility to make smart business decisions with this and
other travel spend.
• In-Flight Internet Fees. If travelers work during a flight, in-flight internet expenses are reimbursable.

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• Airline Upgrades are not a TTEC reimbursable expense. Travelers may, however, use the upgrades they earn
through loyalty programs or work with our Travel Desk for occasional upgrade vouchers available for long
duration travel.

4. Use of T&E Card to Book Air Travel. It is the policy of TTEC that all Company related air travel must be
booked and paid for with TTEC T&E Card, if the card service is available in the traveler’s home country. The
T&E Card interfaces with our Oracle iExpense tool to facilitate expense reimbursement and internal
controls.

C. Lodging Policy:

1. What do you need to know to comply with the Policy?

• Continue to use TTEC’s travel management arrangements, until it is fully integrated with TTEC and this
policy is updated.
• Early Check-Out/Change of Plans: If travel plans change and travelers must checkout early, arrive later, or
not arrive at a hotel at all, travelers must notify the hotel as early as possible about change in plans to avoid
or minimize cancelation charges. Whenever possible, secure a cancelation confirmation number as proof of
action to avoid penalties. No-show charges incurred due to the traveler’s failure to cancel a reservation are
not reimbursable by TTEC.

2. Use of TTEC T&E Card to Book Lodging: It is the policy of TTEC that all Company related lodging must be
booked and paid for with TTEC T&E Card, if the card service is available in the traveler’s home country. The
T&E Card interfaces with our Oracle iExpense tool to facilitate expense reimbursement and internal controls.

D. Ground Transportation Policy:

1. Rental Cars

• Category of Service. It is a policy of TTEC that the travelers should rent an intermediate car category, unless
several people travel together, or a larger car is required to accommodate presentation materials or client
needs. When renting a higher class of vehicle, travelers should include an explanation as to the business
reason for a more expensive rental choice. Without the explanation, the expense report is likely to be
flagged for audit and escalated to the traveler’s manager and may result in the expense not being
reimbursed.
• Refueling Options. It is a policy of TTEC that travelers must rent vehicles without prepaid fuel option, and
the travelers are expected to refuel before returning the rental car. Consistent failure to refuel or the use of
a pre-paid fuel option would trigger an expense report audit, would escalate the issue to the traveler’s
manager, and may result in the expense not being reimbursed.
• Renting Cars in a Foreign Country. It is the policy of TTEC that travelers may rent cars in their home country
only. These car rental restrictions are necessary because driving rules differ among countries and driving
authorization documents (e.g., driving licenses) usually do not work outside of the home country.
Restrictions do not apply for US and Canadian travelers who can rent vehicles in either country; and for
citizens of the Commonwealth who can rent vehicles throughout the Commonwealth community, if their
driving credentials are valid in the country.

2. Trains and Other Rail Services are encouraged where it is a less expensive and a convenient alternative. It is

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the policy of TTEC that all rail travel for Company business must be booked via approved travel agencies.

3. Ground Transportation for Group Travel. When several travelers are traveling together, consider sharing
ground transportation. It is an opportunity to save half of the cost, and to have Company as you travel.

4. Parking. It is our policy that TTEC covers cost of parking at airports, train stations, and similar conveyance
stations, and at business functions. The policy requires for our travelers to select reasonable, safe, and
economic parking choices. Valet parking at the airports is not a reimbursable expense. When making travel
cost decisions, it is the policy of TTEC for the traveler to consider the total cost of parking and mileage for
the duration of the trip and the cost of alternative means of travel, such as ridesharing or taxi services
to/from the airport and to choose the less expensive alternative.

5. Limousine and Car Services are ‘out of policy’ for TTEC and will not be reimbursed, unless they are arranged
to accommodate group travel, support the activities of the Board of Directors, or are the best safe
alternative for off-hours travel or travel to destinations without a safe taxi or ridesharing alternative.

6. Use of TTEC T&E Card for Ground Transportation. It is the policy of TTEC that all business-related ground
transportation must be booked and paid for with TTEC T&E Card. The T&E Card interfaces with our Oracle
iExpense tool to facilitate expense reimbursement and internal controls.

E. Meals and Travel Related Incidentals:

1. Meal Options. TTEC expects its business travelers to exercise good judgement in choosing meal options
while traveling. General rule of thumb should be to approach meal choices, as business as usual, selecting
types of restaurants and taking the same meals and refreshments as travelers would if they paid for them
from their own budgets. The selection of establishments for travel time meals should appropriately reflect
TTEC Values. Many hotels include breakfast in the room rate, consult your booking and take advantage of
the included breakfast when possible. Meals taken with others while traveling should be appropriately
reflected in expense reimbursement submittals, and unless entertaining clients, each traveler should pay
for her/his meal and submit his/her own expenses.

2. Travel Incidentals. When traveling, incidentals (internet, entertainment, telco charges, laundry) are
common. While some of these expenses are reimbursable, not all are Company related or reimbursable.
Consult TTEC Expense Reimbursement Policy for which expenses are reimbursable while traveling on
Company business.

III. EXCEPTIONS TO THE POLICY

As stated elsewhere in this Policy, the Policy is designed to provide clear guidance on how TTEC travels, but it is
also intended to be flexible given the many variables that exist in today’s demanding travel environment and the
needs of our business. Therefore, the Policy assumes that ‘one size does not fit all’ and exceptions are possible in
certain unique circumstances. Exceptions, however, do not mean that Policy is not being followed or that rules
do not apply to everybody. Therefore, exceptions to this Policy must be formally obtained and formally
documented. TTEC reserves the right not to reimburse Travel expenses that are inconsistent with the
requirements of this Policy where a proper exception was not secured. Consistent failure to meet the

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requirements of this Policy without securing exceptions in ordinary course, may subject the traveler to
disciplinary actions, including termination.

1. General Exceptions. Any exception to this Policy must be approved in writing by a member of the Executive
Committee in the traveler’s chain of command; and, except in exigent circumstances, must be secured in
writing before the ‘out of policy’ expense is booked. Exceptions involving members of the Executive
Committee must be approved by the Chief Financial Officer or the Chief Executive Officer, and the
exceptions for the Director/VP/SVP must be approved by the Chief Executive Officer or the Chair of the
Audit Committee of the Board.

2. In granting exceptions to the Policy, the Executive Committee members shall apply considerations
consistently, and may reasonably consider: • Special hardship of multiple back to back long duration trips,
the timing of which is mandated by urgent needs of the business; • Special circumstances of prolonged
assignments that require long duration trips for an extended period of time; • The Traveler’s safety when
traveling in high risk jurisdictions; • Other similar unusual circumstances that, in the judgment of an
Executive Committee member charged with considering an exception, warrant an exception.

3. Most exceptions will be made on a case-by-case basis, but in certain circumstances, the Executive Committee
members may issue a blanket exception for a traveler or a class of travelers in their organization. All
exceptions made should be shared periodically with other Executive Committee members to assure
consistency of approach and transparency.

4. Medical exceptions and accommodations. The safety and wellbeing of our employees is TTEC’s priority, and
the Company will provide exceptions to the class of services for those employees who must have such
exceptions to accommodate a medical condition, with written recommendation from a physician.

IV. APPLICABILITY

This Policy applies to TTEC Holdings, Inc. and all its subsidiaries and controlled affiliates, anywhere in the world,
including all acquired companies, whether they trade under the TTEC brand or as part of a different trading
platform.

V. RESPONSIBILITY FOR POLICY ENFORCEMENT

The members of TTEC executive leadership team (Executive Committee or its successor in authority) and their
direct reports are responsible for the communication, implementation and enforcement of the Policy. Managers
who approve Travel expenses and expense reports are personally accountable for expenses approved and the
compliance of those who report to them with this Travel Policy. Failure to diligently review Travel expenses
incurred by managers’ teams is a violation of this Policy, and may result in disciplinary actions.

13. Privacy Policy

TTEC India Customer Solutions Pvt. Ltd. (“Company”) is committed to respecting the privacy of its employees who
share information with the Company. Your privacy is important to us and we strive to take reasonable care and
protection of the information we receive from you.

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This Privacy Policy (“Privacy Policy”) applies to the collection, storage, processing, disclosure and transfer of your
Personal Information (defined below) by the Company.

The terms ‘You’ or ‘Your’ refer to you as the Employee and the terms ‘We’, ‘Us” and ‘Our’ refer to the Company.

1. CONSENT

1.1. By clicking on the “I have read and agree to the Privacy Policy” button on the consent form of the Privacy
Policy, by signing on the Employee Consent Letter provided separately, or by providing us your personal
information, you hereby consent to the collection, storage, processing, disclosure and transfer of your
personal information in accordance with the provisions of this Privacy Policy.

1.2. You acknowledge that you are providing your personal information out of your free will. You hereby consent
that the collection, storage, processing, disclosure and transfer of any personal information shall not cause
any wrongful loss to you if it is done in accordance with the provisions of this Privacy Policy.

1.3. You have the option not to provide us the personal information sought to be collected, except for
mandatory requirements for the employment purposes. You will also have an option to withdraw your
consent at any point, provided such withdrawal of the consent is intimated to us in writing.

2. CHANGES TO THE PRIVACY POLICY

2.1. We may update this Privacy Policy from time to time. There is a tab at the end of the Privacy Policy which
indicates when the Privacy Policy was last updated.

3. PERSONAL INFORMATION COLLECTED

3.1. The kinds of personal information that We collect about you are:
(i) Your Bank account details,
(ii) Your physical, physiological and mental health condition,
(iii) Your medical history and details,
(iv) Your biometric information for attendance & access
(v) Other Information (PAN No, Aadhar No, Qualification, Marital Status, Contact No, etc.)

(Collectively referred to as "Personal Information").

4. HOW WE COLLECT PERSONAL INFORMATION

4.1. The methods by which we collect your Personal Information include but are not limited to the following:
(i) When you apply for employment with us,
(ii) During the process of your interview,
(iii) When you provide your Personal Information to us,
(iv) During the course of your Employment

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5. USE OF PERSONAL INFORMATION

5.1. Your Personal Information may be used for various purposes including but not limited to the following:

5.1.1. For payroll processing,

5.1.2. For insurance purposes,
5.1.3. For various other purposes in connection with your employment with the Company,
5.1.4. To transfer information about you if we are acquired by or merged with another Company,
5.1.5. To respond to subpoenas, court orders, or legal process, or to establish or exercise our legal rights or
defend against legal claims,
5.1.6. To investigate, prevent, or take action regarding illegal activities, suspected fraud, or as otherwise
required by law and
5.1.7. To perform studies, research and analysis.
(referred to as “Purpose(s)”)

6. SHARING AND TRANSFERRING OF PERSONAL INFORMATION

6.1. You authorize us to exchange, transfer, share, part with all or any of your personal information, across
borders and from your country to any other countries across the world with our affiliates / agents / third
party service providers / partners / banks and financial institutions for the purposes specified under this
policy or as may be required by applicable law.

6.2. You acknowledge that some countries where we may transfer your personal information may not have data
protection laws which are as stringent as the laws of your own country. You acknowledge that it is adequate
that when the Company transfers your personal information to any other entity within or outside your
country of residence, the Company will place contractual obligations on the transferee which will oblige the
transferee to adhere to the provisions of this Privacy Policy.

7. SECURITY

7.1. The security of your personal information is important to us. We have adopted reasonable security practices
and procedure to ensure that the personal information collected is secure. The Company has formulated and
documented Information Security Policy (hereinafter called as “the Policy”) based on international standard
ISO/IEC 27001. You agree that such measures are secured and adequate. We restrict access to your personal
information to our and our affiliates’ employees, agents, third party service providers, partners, and
agencies who need to know such personal information in relation to the purposes as specified above in this
policy and provided that such entities agree to abide by this Privacy Policy.

8. ACCESS

8.1. If you need to update or correct your personal information or have any grievance with respect to the
processing or use of your personal information, for any reason, you may send updates and corrections to us

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at [email protected] and we will take all reasonable efforts to incorporate the changes within a
reasonable period of time.

Last Updated: Oct 10, 2023

14. Equal Opportunity Employment Policy

At TTEC, we value diversity and work towards building a diverse workplace giving us a competitive advantage.
We are an equal opportunity employer and all our employment decisions are based on merit, job requirements
and business needs. We are committed to follow fair employment practices including equal compensation and
benefits for same job and provide equal opportunities to all employees and candidates who seek employment
and growth with the Company. We do not discriminate or allow harassment on the basis of race, caste, religion,
color, gender, marital status, sexual orientation, age, nationality, ethnic origin or disability. We welcome high
achievers from diverse backgrounds who share our value system.

15. Guidelines for handling any medical emergency at workplace

Ahmedabad

In case of any medical emergency (which cannot be taken care by the first aid) during office hours, the following

steps should be followed:

a) Inform Facilities representative and P&CBP regarding the incident over phone and also send an email to
[email protected] and [email protected] (The OPS leadership team/one of their
colleagues should ensure to accompany the individual to the nearest hospital (list of network hospitals
given below). Facilities/P&CBPrepresentative will aid with the Company cab depending upon
availability. In case of severe emergency, please call ambulance (108).

Admin 1: 9712981886

Admin 2: 9825070060

Benefits Team Team (Poonam Rajput): 9099932483

List of hospitals (Ahmedabad):

Hospital Name Address

Rushabh Medi-Surge Hospital Pvt. Multi Speciality - 2nd Floor, Sahjanand Palace, Opp. Rahul Tower,
Ltd. Anandnagar Road, Satellite, Ahmedabad
Near Ishaan 3, Opp. Shell Petrol Pump,
Saavi Womens Hospital
Prahlad Nagar, Satellite, Ahmedabad
Saraswati Hospital Near Shivalik Satyamev, Vakil Saheb Bridge,

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Ambli Bopal T Junction, S P Ring Road, Ahmedabad

Shalby Ltd. - Karnavati Club Opp. Karnavati Club, S G Highway

Tower B-301, Safal Pegasus, Anandnagar Road,
Smruti Hospitals Pvt Ltd.
Prahalad Nagar, Ahmedabad

a. The Company cab with driver can be used for the same from 9:00 am to 6:00 pm (depending on availability).
Between 6:00 pm till 9:00 am, the Company cab will be available without a driver. Please get in touch with
the front desk or Facilities team for the same. Else, the concerned employee can be taken in some other
employee’s car.
b. Depending upon the criticality of the situation and doctor’s advice, the employee may be hospitalized or
discharged after the required treatment. The concerned Reporting Head/Manager needs to send an email to
the HOD, [email protected] and [email protected] to update them about the same. The
Manager/P&CBP will inform his/her family member about the medical situation and hospitalization (if any).
Benefits team will also look into all the necessary support required for a cashless claim/reimbursement of
the total hospitalization expenses.
c. All relevant documents for the claim should be submitted to the Benefits team within timelines for claim
processing (if any).
d. In case of any escalation, one can reach out to Sanjay Sahni (Executive Director, Human Capital) at +91 -
90999-81883 and Pradeep Pillai (Senior Manager, Real Estate & Facilities) at +91 - 96019-08080.

Please note that we also have a foldable wheelchair and a cloth stretcher for moving employee from
floor/department to the reception area/entrance gate in a comfortable manner during any medical emergency.
These items will be in the custody of Facilities department.

Employees can reach out to the security cabin at the entrance gate (Extension #: 2788) to ask for it whenever a
medical emergency arises.

Mumbai

In case of any medical emergency (which cannot be taken care of by the first aid) during office hours, the following
steps should be followed:

Inform Facilities team representative and P&C SPOC regarding the incident over phone and also send an email to
[email protected] and [email protected]. The OPS leadership team/one of their colleagues
should ensure to accompany the individual to the nearest hospital. In case of severe emergency, please call
ambulance (108).

Facilities (Sunil Jaiswar): 6357085445

Admin: 6357367793

P&CBP (Krishna Gagwani): 9712927368

Benefits Team (Poonam Rajput): 9099932483

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List of hospitals (Mumbai):

Hospital Name Address

179, Kamal Charan Building, 180, Rd Number 2, Jawahar Nagar,
SRV Hospital (cashless available)
Goregaon West, Mumbai, Maharashtra 400062
Radha Krishna Hospital (cashless Bus Stop, First Floor, K- wing, Building D-2, Satellite Gardens-2, Film City Rd, Near
available) Hanuman Nagar, Goregaon, Mumbai, Maharashtra 400063
Kapadia Multi-Speciality Hospital Mahatma Gandhi Rd, Shri Nagar,
(cashless available) Goregaon West, Mumbai, Maharashtra 400062
Jain Hospital & Medical Center Block No. 43/341 Unnat Nagar 4, Mahatma Gandhi Road, Opposite Rosary Church,
(reimbursement available) Goregaon West, Mumbai, Maharashtra 400090

1. Please get in touch with the front desk or Facilities team else, the concerned employee can be taken in some
other employee’s car.

2. Depending upon the criticality of the situation and doctor’s advice, the employee may be hospitalized or
discharged after the required treatment. The concerned Manager needs to send an email to the HOD,
[email protected] and [email protected] to update them about the same. The Manager/P&C Team
will inform his/her family members about the medical situation and hospitalization (if any). Benefits Team will look
into all the necessary support required for a cashless claim/reimbursement of the total hospitalization expenses.

5. All relevant documents for the claim should be submitted to the Benefits team within timelines for claim
processing (if any).

6. In case of any escalation, one can reach out to Sanjay Sahni (Executive Director, Human Capital) at +91 - 90999-
81883 and Pradeep Pillai (Senior Manager, Real Estate & Facilities) at +91 - 96019-08080.

16. TEMP ROLE POLICY AND PROCESS

Objective

The practice of placing employees in temporary roles is a necessary part of our business. This is also a great
developmental opportunity for people to experience new roles and potentially grow their career with TTEC.

Basic Principles

a) It is important that the parties understand that the assignment to another role within the organization (whether
as a step up role or as a lateral transfer) is merely temporary or is merely on a secondment basis and only for an
agreed period of time not to exceed six (6) months.
b) The transferee or seconded employee should agree to undertake the temporary assignment in writing or
acceptance on an email.

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c) The temporary assignment is being undertaken for legitimate business needs where a vacancy or role shall be
required to be filled immediately or for the employee’s career development or other similar reasons and not for the
purpose of circumventing security of tenure.
d) The original position or role of the transferee or seconded employee is not vacated. The employee may resume
undertaking the previous role/another role upon the expiration of the temporary assignment based on the
conditions in the agreement. The transferee or seconded employee may re-assume his/her previous role or a similar
role/job grade without loss of benefits or reduction in compensation prior to temporary assignment.
e) The original Employment Agreement continues to be in full force and effect during the period of the
temporary assignment.
f) The transferee or seconded employee shall only be transferred temporarily to a role that he/she is competent to
undertake. Expectations must be set that the performance during the temporary assignment shall be considered in
the annual performance review.
g) Pre-termination of the temporary assignment before the expiration date shall be for legitimate reasons such as
failure to undertake the required roles or responsibilities of the new role and should be in writing or on email.
h) Should the management wish to appoint the transferee or seconded employee permanently to the role after the
expiration of the temporary assignment, the same shall be done in accordance with the policy on promotion or
permanent transfer.

Qualifications of the Employee to be Identified for Temporary Position

a) The candidate must be a permanent employee of the business (not a probationary employee), who is
chosen and recommended by his/her manager, with the approval of the People and Culture department.
b) The candidate must have the necessary skills, abilities, and knowledge required to deal with the excessive services
demand.

Basic Expectations and Action Required from the Requisitioning/Immediate Manager

a) Before the employee commences with the temporary assignment, it is necessary that such individual signs the
Temporary Assignment Letter & Undertaking or gives an acceptance to the same via an email.
b) The copy of the letter/email has to be filed in the employee file.

It is the responsibility of the manager to move the employee into and out of the temporary assignment, with People
and Culture support as necessary.

Request/Approval/Monitoring/Ending Process for Temporary Positions

The steps below are used for moving employees into and out of temporary roles:

a) Moving into a temporary role for a 90-day period

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Step Description Owner
Create and submit a requisition for approval in Taleo using a
professional workflow for G&A roles. Include in the
“Comments” section the following information prior to
submitting requisition for approval.

1) Oracle ID and name of pre-identified candidate (if

applicable).
2) Start date and end date duration of the temporary role.
a. Start date is determined on the beginning of the pay
period.
b. End date is determined on last day of the 90-day period
or end of the pay period, whichever is applicable.
1 3) Program code, department code and cost code of the P&C Representative
requisitioning department. Identify also the target location
code of the temporary role.
4) Job description and responsibilities, including
expectations and metrics, if applicable.
5) A complete justification of the temporary role request.
6) A pre-approved email following the approval chain from
the Director/Executive Director up to the VP of the
Requisitioning Department.
a. The Taleo approval process must include the said
approvers. Please note that incomplete and inaccurate
information provided may delay the routing and approval of
the requisition, including the implementation of any changes.
Hiring of identified candidates will be facilitated using the
Temporary Assignment Letter template on a per country basis.
Ensure that all necessary information have been filled out as
required. As a basic reference, P&C representative will attach
2 P&C Representative
the Immediate Manager
Reference Guide to assist the Department/Immediate
Manager in conducting
the offer.
Create an ASK HC ticket for implementation in Oracle.
Information to be included on the ticket is the following:
1) Signed scanned copy of the Temporary Assignment
Letter/email acceptance;
2) Temporary Job Title
3) Effective date and end date
3 P&C Representative
a) Start date is determined on the beginning of the pay period
b) End date is determined on last day of the 90-day period or
end of the pay period, whichever is applicable.
4) Program code, department code and cost code of the
requisitioning department. Identify also the location code of
the temporary role.

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5) Job description and responsibilities, including expectations
and metrics if applicable. Signed forms are to be kept in
employee’s file.

P&C Shared
4 Implement changes in Oracle. Services
Representative

b) Incremental rollover for exceptions for maximum 90-day extension for a temporary role

Step Description Owner

Prior the end date of the temporary role, seek approval until VP and include Immediate
1
all business justification for a rollover. Manager

Discuss the offer through the Temporary Assignment Letter. Ensure that the Temporary
Assignment Letter has been filled out completely and accurately prior discussion with the
employee and should be returned to People and Culture.
Open an ASK HC ticket and attach all necessary documented approval for routing and
implementation. For purposes of consistency and validation, please include the following
information on the ticket:
Immediate
2 1) Oracle ID and name of employee
Manager
2) New end date duration of the temporary role.
3) Program code, department code and cost code of the requisitioning department.
Identify also the location code of the temporary role.
4) A complete justification of the temporary role request.
5) Attach signed and complete scanned copy of the revised temporary assignment
letter/acceptance email. Signed hard copy forms are to be kept in employee’s file.

P&C Shared
3 Implement changes in Oracle. Services
Representative

c) Returning from/ending a temporary role

Step Description Owner

Open an ASK HC ticket to signify end of temporary role. If the temporary role,
Immediate
1 will end prior the target end date, indicate reason. This request will officially move
Manager
employee back to prior position via updated Oracle record. (This is not a demotion.)

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P&C Shared
2 Implement changes. Inform Immediate/Requisitioning Manager for closure. Services
Representative
Monthly audits conducted per assigned job code will ensure that employees are
3 P&C
being removed from the temporary assignment as stated in the policy.

17. Internet Reimbursement Policy

In Work from Home (WFH) model to ensure business continuity, we reimburse additional expenses incurred for any
broadband/internet expenses while employees work from home.

Eligibility Criteria: The internet allowance is applicable only to roles/positions that are 100% work from home.
Employees who are part of a hybrid arrangement (working 2/3 days from office) are not entitled to this allowance.

All the agents and G&A employees (up to Team Lead level and equivalent in Operations & Support functions) are
entitled to monthly internet reimbursement of INR 750, provided they meet the eligibility criteria. This is paid along
with the salary pay-out. The pay-out cycle is the same as the payroll processing cycle i.e., first day of the month to
the last day of the month.

The amount is processed as per actual payable days for an employee. No bills will be required for the internet
reimbursement. The amount payable is INR 750 for a month and the amount for less no. of days can be calculated on
a pro-rata basis.

For the employees, who resume work from office, internet reimbursement will not be given out to them.

18. In-Country/Domestic Transfer – Localization Transfer

ASSIGNMENT COMPONENTS
This supplementary policy document is only applicable to India In-Country/Domestic Transfer.

POLICY STATEMENT:

As stated in the Global Mobility and International Assignment Policy, it is our goal that TTEC, whenever
possible, all roles in our operations, anywhere in the world, are staffed with personnel who are based in the country
and that Assignments or Transfers outside of employees’ home country are done on an exception basis only, for
significant business imperatives, and subject to the provisions of this Policy.

Recognizing the power of talent mobility, it is also the policy of the company that, whenever possible, all
roles in any of the TTEC group entity’s principal office or its branch offices are staffed with personnel who are based
within the 50 km (Agents) / 200 kilometers distance (None Agent employees) of its principal office and that
relocations are done on an exception basis only, for significant business requirements and subject to the eligibility,
program components, and approval processing as stated in the Global Policy.

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A) BENEFITS COVERAGE:

Depending on the GCA and the nature of the domestic relocation, the benefits coverage is expected to
follow the India Standards benefits package.

B) ELIGIBILITY:

This supplemental policy conforms with the Global Mobility and International Assignment eligibility criteria.
Please refer to Section VI.1: Who Is Eligible for Transfer – of the Global Mobility and International Assignment
policy.

Additional eligibility criteria are as follows:

For Agents

Agent-level employees who relocate from any other city beyond 50 km from the city where the principal
office or branch office is located.

For Non-Agent Employees

This policy applies to all Non-Agent employees:

 All new employees who reside (In India) outside of the principal place of business of TTEC entity, or its
branch at the time when a formal offer is presented.

 Following the eligibility criteria, all existing employees who have been transferred/relocated from one
location to another for an assignment.

Distance Requirement

To be eligible for relocation as described in this policy, employee relocation must meet the 200 km
distance test. The 200 kilometers distance shall be determined as the distance between the employee’s former
residence and new job location, which must be at least 200 km or greater than the distance between the former
residence and former job location.

C) TRANSFER COMPONENTS:

As stated in Section V.3: Localization Global Mobility and International Assignment Policy, subject to the
approval process and supported by a repayment agreement, the one-time relocation package will serve as the
financial aid during the domestic transfer.

As a supplement, the one-time relocation package will be given via reimbursement process, covering the
following costs:

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For Agents:

 five5 days a guest house stays on sharing basis with two meals.
 One-way 3 AC Train/ Volvo Bus fare only in case of immediate joining and the talent acquisition (TA) team
decides on the same. They can get it booked thru our travel desk, or the company reimburses the employee
as per agreed expenses post joining.

Employee’s Family Travel Expenses

Family Travel shall cover only train and/or bus transportation tickets. If the train/bus tickets are
unavailable and the employee wishes to take his / her family to the location by air, the difference in the cost will
be borne by the employee. The employee shall book the travel tickets thru Travel Desk, and the employee shall
take the reimbursement for other relocation expenses.

Relocation travel entitlements for the employee and dependents will be as stated per the career level.

 Managerial /Professional Level (Career level 1,2): One-way travel for self and family (Spouse + 2 dependent
children) by train restricted to II- AC or by AC Volvo Bus, whichever is applicable.

 Managerial / Professional/Manager (Career level 3,4): One-way travel for self and family (Spouse + 2
dependent children) by flight (Economy), reimbursed in actual

 Managerial / Professional/Senior Manager (Career level 5,6): One-way travel for self and family (Spouse + 2
dependent children) by flight (Economy Class), reimbursed in actuals.

Relocation of Household goods

The employee will be bearing household packaging and transportation expenses initially and later can
claim the amount as per the reimbursement procedure. The employee shall submit a Minimum of two
quotations from a registered service provider for approval before initiating the relocation activity per vendor.
The packing and transportation of household goods shall also be reimbursed subject to the following limit:

 Managerial / Professional Level (Career level 1,2): INR 15,000 or actual, whichever is less
 Managerial / Professional Level (Career level 3,4): INR 35,000 or actuals, whichever is less
 Managerial / Professional Level (Career level 5,6): On actuals + INR 15,000 (not to exceed INR 65,000 as a
total)

Accommodation

In addition to the limits specified in the Relocation policy, depending on the Company’s existing facilities,
the Company will provide accommodation for the employee and family (Spouse + 2 dependent children) at the
Guest House/Hotel of the Company’s choice for 15 days only which cannot be extended under any
circumstances.

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School Admissions

The Company shall pay for the Employee’s School admission fees (1 time) for up to 2 children. (To avoid
doubt, only an admission fee is provided, and no other type of fee is covered under this policy). This benefit is
offered to employees with a Career level of 5+ up to INR 50,000 and shall be supported by the school’s official
receipt.

Additional Relocation Support (Optional)

The Company shall pay an advance refundable maximum Relocation amount as per the below matrix to
help the employee pay the security deposit for the new rented accommodation, new gas connection, new
broadband connection, transfer charges for the vehicle registration in the new city and similar related expenses.
This amount will be recovered in 12 equal monthly installments (without interest) from the employee’s salary
and there will be no change in the approved amount or no. of installments as laid down in the policy. This is
optional and the employee can exercise this option at the time of transfer. Managerial / Professional Level
(Career level 1,2): INR 100,000 or less

 Managerial / Professional Level (Career level 3,4): INR 150,000 or less

 Managerial / Professional Level (Career level 5,6): INR 200,000 or less

The employee needs to take approval from Department Head and People & Culture Head for the Business Unit
or India after providing the required documents and attach the approval with HXConnect ticket for availing this
option. The same will be paid along with the next salary pay-out.

The above amounts are the maximum amounts and the final approval will be provided basis the supporting
documents provided by the employee. If the employee’s employment terminates either voluntary or for cause
before the recovery of the said amount the balance amount will be recovered from the employee’s full and final
settlement. In the event the sums are not sufficient from full and final settlement, TTEC shall right to take legal
remedies for recovery of such balance amount. The employee shall sign the Relocation Agreement with TTEC for
this Relocation Support.

D: RELOCATION ALLOWANCE REPAYMENT

In reference to Global Mobility and International Assignment Policy, TTEC may exercise the option to provide
a relocation package to the employee to aid the expenses of the movement/relocation. However, suppose an
employee resigns or is terminated for cause within one year from the relocation date, the relocation package
provided and received under this Policy will be recovered based on the repayment policy from the employee at the
time of his full and final settlement.
One-Year repayment term will be applied to the relocation package amounting to INR 65,000 and below.

E: APPROVAL MATRIX

The company’s policy is that prior to the grant of the Relocation package enumerated in this policy, the
approvals stated below shall be secured.

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Here is the guide for stakeholders (P&CBP, Business, and GMI) in routing the approval to provide the relocation
allowance.

Any amount on exemption should be routed from authorized to approved exception as stated in the Global Mobility
and International Assignment Policy.

Level Payback Term Approvals

Managerial / Professional Level 1-year Department Head and People & Culture Head
(Career levels 1,2) repayment for the Business Unit or India
Managerial / Professional Level 1-year
(Career levels 3,4) repayment
Managerial / Professional Level 1-year
(Career level 5,6) repayment

Summary of Total Expenses payable:

For Non-Agents:

One
15 days One
Time Total
Guest tIme Total
One time Travel One Time Travel School Maximu
house Relocati Maximum
Level Expenses (Self & expesnes (Self & Admissio m
Stay on Amount (
Family) Family) n Fee ( Amount
(Self & Expense In INR)
Up to 2 ( In USD)
Family) s
children)
Managerial / Professional Level (Career levels 1,2) 1-year repayment 10,000 45,000 15,000 0 70,000 933
Managerial / Professional Level (Career levels 3,4) 1-year repayment 20,000 60,000 35,000 0 115,000 1,533
Managerial / Professional Level (Career level 5,6) 1-year repayment 20,000 60,000 65,000 50,000 195,000 2,600

E: REFERENCES

This policy aligns with TTEC’s Global Policies applicable to talent mobility activities. These policies are additional
guides when relocating talent to different locations.

Global Mobility and International Assignment Policy:

https://teletechinc.sharepoint.com/sites/mosaicIntranetProdPolicies/SitePages/Global-Mobility-and-International-
Assignment-Policy.aspx

Global Hiring Policy

https://teletechinc.sharepoint.com/sites/mosaicIntranetProdPolicies/SitePages/Hiring%20Policy.aspx

New Market and Country Approval Policy

https://teletechinc.sharepoint.com/sites/mosaicIntranetProdPolicies/SitePages/New%20Market%20Entry%20and%
20Country%20Approval%20Policy.aspx

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RELOCATION EXPENSE REIMBURSEMENT AGREEMENT

This Relocation Expense Reimbursement Agreement (“Agreement”) is made and entered into this day of XXXXX,
2024, by and between TTEC India Customer Solutions Pvt Ltd (“TTEC”) and XXXXXXXX, s/o, d/o XXXXXXXX
employee ID: (the “Employee”).

WHEREAS, TTEC supports relocation reimbursement in good faith that the Employee will have a productive tenure
with TTEC. TTEC’s vision is to create and grow emotionally connected, valuable, lasting relationships with the
Employees.

WHEREAS, TTEC has agreed to pay certain relocation expenses incurred and paid by the Employee, or to pay certain
relocation expenses on behalf of Employee, on such terms and conditions as mentioned in this Agreement.

NOW, THEREFORE, in consideration of the mutual covenants and agreements hereinafter set forth and for other
good and valuable consideration, the sufficiency and receipt of which are hereby acknowledged, the parties agree as
follows:

1. Relocation expenses shall be paid by TTEC to the Employee or paid on behalf of the Employee, in accordance
with TTEC policies:

Current city to city of relocation: XXX to XXX

Relocation Amount: INR XXXXXX (in words)

The relocation amount is subject to Employee providing actual receipts and documentation for such expenses.

2. Employee agrees that in the event his/her employment with TTEC terminates either voluntarily or for cause,
during the employment period all funds paid to the Employee or paid on behalf of the Employee shall be
immediately recovered by TTEC or be reimbursed by the Employee to TTEC, in accordance with TTEC policies.
TTEC reserves the right to hold full and final pay in lieu of final reimbursement of the amount due to the
Employee. Reimbursement must be made on or before the last day of employment with TTEC. The Employee
agrees that TTEC may deduct any relocation expenses which Employee may owe TTEC from any sums TTEC owes
the Employee including, but not limited to, wages, bonuses, casual and annual leaves pay, any amount from full
and final settlement, prior to payment of such sums to the Employee. In the event TTEC is required to seek legal
or other process to enforce any of its rights hereunder, the Employee agrees to pay TTEC’s collection costs and
expenses including, without limitation, reasonable attorney’s fees and court costs.

3. Nothing in this Agreement shall constitute a commitment or guarantee on the part of TTEC to provide
employment to Employee for any specific period or duration. Unless otherwise provided for in writing other
than this Agreement or otherwise mandated by law, Employee’s employment shall at all times be “at will”. This
Agreement is not an employment contract or an agreement for a term of employment. Nothing is this
Agreement shall modify the Employee’s status as an employee-at-will. Accordingly, either Employee or TTEC may
terminate the employment relationship at any time with or without cause.

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4. This Agreement shall be governed and construed in accordance with the laws of India and the courts at
Ahmedabad/Mumbai, Gujarat/Maharashtra shall have the exclusive jurisdiction.

5. If any provision or part of a provision of this Agreement is determined to be invalid by any tribunal of competent
jurisdiction, such part shall be deemed automatically adjusted, if possible, and if not possible, it shall be deemed
deleted from this Agreement as though it had never been included herein. In either case, the balance of any such
provision and of the Agreement shall remain in full force and effect.

IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be duly executed and delivered as of the
date first above written:

TTEC INDIA CUSTOMER SOLUTIONS PVT LTD NAME OF THE EMPLOYEE

By: By:

Name: Name:

Title: Title:

19. REDEPLOYMENT POLICY

P&C creates ramp down plan with Ops and review communication strategy including required documentation.
Prepare estimated RIF cost and secure program VP/ SVP approval for the ramp down plan and estimated RIF cost.

Procedure

Step 1: Talent Acquisition (TA) is required to process all redeployees for re profiling that are identified as a suitable
candidate for a program or a department that is ramping up. Employees may query any positions that they believe
they do meet the essential requirements, but priority will be given to the programs with immediate hiring.

Step 2: Employees will be assessed for their skill set. Employees may go through assessments and interviews as
required by the hiring program’s Statement of Work (SOW).

Step 3: Employees will be notified of the status of their assessment by TA. Necessary information such as the training
schedule and new program requirements will be also communicated by TA to the successful employees.

Successful Redeployment
For successful redeployment, P&C will send an email notification to receiving and releasing programs to initiate work
related changes in the system.

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People and Culture/TA will:

• TA will communicate to employee the training details and discuss the changes when it comes to
schedule, supervisor and other related information

• People and Culture will discuss changes related to compensation if applicable

Receiving Program will:

• Provide program orientation and expectations to employee

• Create an HXconnect ticket for new client code change in Oracle and change in Supervisor

• Get the Job Title updated as per the new program

• Create IDM/Change Role ticket if applicable

Releasing Program will:

• Monitor complete transfer of redeployed employees to new program to reflect correct headcount

Refusal to transfer
• Should an employee refuse to transfer without reasonable explanation, the company may implement
disciplinary action up to and including termination. In the same manner, should an employee make
deliberate attempt to fail qualifying assessment, disciplinary action may also be implemented up to and
including termination.

• For purposes of implementation, deliberate attempt to fail qualifying assessments shall be defined as three
failed assessments. The maximum number for an employee to be redeployed for a given period is 3. If an
employee fails to pass the assessment, he/she will be placed under the Redeployment Pool for another 30
days. P&C will start with the process.

• On employee’s refusal to reasonable transfer may lead to further action including termination.

Failed Redeployment
• The goal of the redeployment exercise is to offer employees alternative/continued employment, but in some
cases, job vacancies may not be available, or the employee may fail to meet the hiring requirements of the
program. In these situations, P&C will assess the situation and resort to the following:

• Redundancy- An employee will be served a redundancy/termination notice if all attempts to re profile to

other programs was unsuccessful with the following conditions:

• his / her skills and competencies are not a match to any of the vacant positions in the company

• there is no available account in the company which is capable of absorbing the displaced employee

• the employee is on redeployment pool beyond the supposed end date

• Voluntary Separation- An employee will be considered as voluntarily separated if he declines a comparable

job offer. The employee has to submit resignation.

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• Involuntary Separation- An employee may get terminated by the company due to just causes during the
redeployment period. The employee will not be eligible for severance payment.

Extension of Redeployment Period

• The goal for each employee is to be redeployed within 30 days from the time that he was placed under the
Redeployment Pool. An extension of up to 60 days will only be on an exceptional basis and will take into
account individual circumstances and such will require an approval from the executive director of People
and Culture. P&C will ask for approval from P&C ED and Program’s VP/ SVP.

• The following are some of the valid reasons to extend the redeployment period of an employee:

1. Changes in the start date of training classes

2. Prolonged leave of absence that are pre-approved by the management team

3. Cancellation of classes by the client

RDP Pay Package

• The salary package would depend on the salary range of the new program the employee would get
transferred to. If there is any change in the CTC (salary), P&C takes the required approval from Program VP.

Note:

This handbook provides information to TTEC employees on the Human Resource policies practiced at TTEC. For any
clarification or questions, please approach the human resources team or your immediate supervisors. Every effort is
made to constantly update this handbook. In case of any discrepancy, the decision from the management stands
final.

******

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