Service Level Agreement

1. Purpose
This agreement outlines the services, expectations,
and performance metrics for the recruitment
process to ensure an efficient, transparent, and
collaborative hiring experience.

2. Scope of Services
The Recruitment Team will provide the following
services:
 Job requisition acknowledgment
 Sourcing and screening of candidates
 Candidate shortlisting
 Interview scheduling and coordination
 Offer management
 Regular communication on the status of active
requisitions

3. Roles and Responsibilities

Recruitment Team Responsibilities:
 Review and acknowledge job requisitions within
24 hours.
  Develop and execute sourcing strategies for
each role.
 Screen and present a shortlist of qualified
candidates within [e.g., 5-7 business days].
 Manage the interview process and ensure
timely scheduling.
 Provide weekly updates on the progress of
open positions.
 Handle offer negotiations and contract
finalization.
Hiring Manager Responsibilities:
 Provide a detailed and accurate job description
and requirements.
 Review and give feedback on candidate profiles
within [e.g., 2 business days].
 Participate in interviews and ensure timely
availability.
 Provide interview feedback within [e.g., 2
business days] of the interview.
 Work with the Recruitment Team to finalize
offers and onboarding steps.

4. Key Performance Indicators (KPIs)

The success of the recruitment process will be
measured by the following KPIs:
Metric Target
30 days for general roles, 45
Time to Fill
days for senior roles
5 – 15 business days from job
Time to Shortlist
posting
Candidate 2 business days after
Feedback Time interviews
Offer Acceptance
90% or higher
Rate
Hiring Manager Minimum score of 4 out of 5 in
Satisfaction feedback surveys

5. Turnaround Time (TAT)

The following response times are expected for each
stage of the recruitment process:
 Task – Hiring Expected
Expected Manager Turnaround
Task -
Turnaround
Recruiter
Recruiter Hiring
Manager
Transfer/creation
Within 2
of posting on
business days
UKG
Reach out to Establish Within 2
Within 2
HM/Setup intake contact with business
business days
call recruiter days
Within 5
Initial candidate
business days
shortlist
of job posting
Source
Within 10
candidates on
business days
LinkedIn +
of job posting
indeed
Feedback on Within 3
shortlisted business
candidates days
Interview Within 2
feedback from business
hiring days of
 Task – Hiring Expected
Expected Manager Turnaround
Task -
Turnaround
Recruiter
Recruiter Hiring
Manager
manager interviews
Within 4
Offer
business
extension to
days of final
candidates
interview

6. Communication Protocols
 Weekly Updates: The Recruitment Team will
provide weekly status updates to the hiring
managers + P&C Rep, including the progress
on sourcing, screening, and interview
scheduling.
 Meetings: Biweekly/weekly status meetings
will be held to review open positions and
progress.
 Communication Channels: Communication
will primarily take place via MS Teams or in-
person.
7. Escalation Process
If the recruitment process does not meet agreed
expectations or timelines, the following escalation
path will be followed:
1.Recruitment Team Lead will notify the hiring
manager.
2.If unresolved, the issue will escalate to the Sr
P&C Manager/Director of Recruitment.
3.Further escalation may involve senior
management if required.

8. Quality Assurance
 Candidates will be pre-screened based on
agreed criteria (skills, experience,
qualifications).
 Cultural fit will be considered as part of the
interview process.
 The Recruitment Team will provide screening
notes as required.

9. Feedback and Continuous Improvement

  A post-hire survey will be sent to hiring
managers to gather feedback on the
recruitment process and candidate quality.
 The Recruitment Team will review feedback and
KPIs quarterly and make adjustments to
improve the process where necessary.

10. Hiring Manager Satisfaction

 Hiring managers are encouraged to complete
feedback surveys for each hire, rating overall
satisfaction, candidate quality, and recruitment
team performance.
 A minimum satisfaction score of 4 out of 5 is
expected, with follow-ups on any ratings below
this threshold to identify areas for
improvement.

11. Review and Updates

This SLA will be reviewed every 6 months, or as
necessary, to ensure it continues to meet the
needs of the organization and reflects any process
changes.
Recruitment Service Level Agreement (SLA) –
Process Overview
Recruiter Hiring Manager P&C Rep
Position Creation / Discovery
 Create/  Speak with  Fill the
transfer the the “New Hire
posting – 2 recruiter Form”
business day within 2 with all
 Initiate/set up business details
intake call – 2 days of regarding
business days initiating the
the position
Contact recruitmen (Please
Hiring t process use the
Manager/P&C  Determine notes
Rep within 2 interview section to
business days process share
of receiving and anything
the role identify and
- Get interview everythin
details of committee g you
the know
job/projec about the
t Note: No third role so
- Develop party search far)
pre- work can be  Create/
screening engaged transfer
questions without the
- Agree on approval from posting –
search Chief of 2
timelines Human business
/ urgency resources day, when
of the a TAS
position member
- Identify is
interview attached
committe to the
e posting
- Assist in  Share
creation updates
of on any
interview attached
guides, if candidate
required s to the
- Decide on position
communi to TAS – 2
cation business
strategy – days
recruitme
nt tracker
etc
- Agree on
update
call
 frequency
Sourcing Strategy
 Shortlist  Discuss the  Support
applicants if sourcing TAS
any – within 5 strategy member
business days with the by
of the posting recruiter encouragi
 Source during ng the
candidates update hiring
from LinkedIn calls and manager
Recruiter + provide to
indeed – feedback participat
within 10 of the e and
business days quality and share
 Sponsor the speed of regular
job on search feedback
LinkedIn (if
needed),
while working
on sourcing
 Share
qualified
candidates
with hiring
manager –
within 15
business days
 Request
sourcing
support from
 Recruitment
advisors –
after 15
business days
 Share weekly
updates with
P&C Rep and
Hiring
Manager
Interviewing candidates
 Screen  Review and

qualified give
candidates feedback
and present on
top 4-5 candidate
candidates to profiles
Hiring shared -
Manager with within 2
screening business
notes – within days
5 to 15  Participate

business days in
 Coordinate in- interviews
person/virtual
and ensure
interviews
with the timely
identified availability
interview  Provide
committee interview
feedback
 within 2
business
days of the
interview.
Share
interview
notes/resp
onses
based on
the
questions
from the
interview
guide
Offer Process
 Request offer  Work with  Assist in
details and the the offer
send for Recruitmen approval
approval process
t Team to
using the  Release
action form finalize formal
 After offers and offer upon
approval, onboarding confirmati
extend a steps. on from
verbal offer TAS
and member
communicate
the outcome
 to P&C and
Hiring
Manager
On-Boarding
 Communicate  Send the
the updates welcome
during the email with
offer stage the new
with the employee
Hiring  Launch
Manager the
 Once signed onboardin
offer is g process
received,
move the
finalist
candidate to
‘Hire’ stage
 Disposition
other
applicants