Jurisdiction: Tamil Nadu & Maharashtra • Format: Purpose → Clause → Explanation • Version: Elaborated (23 sections)
SECTION 1 – HR POLICY
Purpose: To define terms of employment, working hours, leave entitlements, dress code, and conduct for Touch Campus 2.0 (Tamil Nadu & Maharashtra).
1.1 Nature of Employment
Clause: All employees are engaged under a full‑time, office‑based employment contract. Remote work is permitted only under exceptional circumstances with prior written authorisation. Attendance at meetings, training, and reviews is mandatory.
Explanation: Physical presence enables collaboration, supervision, and predictable service levels; limited exceptions balance empathy with control.
1.1.1 Full‑time Engagement
Clause: Employees shall render services exclusively from the Employer’s designated branch office during assigned hours. Outside employment that conflicts with duties is prohibited without prior written consent.
Explanation: Eliminates conflict of interest and preserves focus on organisational objectives.
1.1.2 Remote Work Restriction
Clause: Remote work may be sanctioned by management in writing for a defined period with specific deliverables and check‑ins.
Explanation: Creates traceable temporary arrangements without diluting office culture.
1.1.3 Mandatory Attendance
Clause: Mandatory participation in scheduled meetings, trainings, and performance reviews; unjustified absence attracts progressive discipline.
Explanation: Ensures alignment, standardisation, and up‑skilling.
1.2 Bond Period
Clause: Minimum one (1) year compulsory service from date of joining; the term excludes any notice period post‑resignation.
Explanation: Protects recruitment/training investment and continuity.
1.2.1 Certificate Deposit
Clause: Original academic certificates shall be deposited with HR at joining and stored in tamper‑evident custody; return within seven (7) working days after clearance and bond fulfilment.
Explanation: Provides enforceable assurance while committing to prompt, fair return.
1.2.2 Early Resignation Penalty
Clause: Bond breach triggers liquidated damages equal to three (3) months’ gross salary, set‑off against final dues where lawful; unpaid incentives are forfeitable.
Explanation: Compensates for disruption and direct cost of recruitment/induction.
1.3 Compensation Structure
Clause: Fixed monthly salary (by 5th working day) plus performance incentives; statutory deductions apply. Pay slips issued electronically.
Explanation: Transparent, compliant remuneration with auditable records.
1.4 Working Hours, Leave & Dress
Clause: Eight (8) working hours/day; one (1) paid leave/month (non‑cumulative); professional dress; personal phone use restricted to breaks and emergencies.
Explanation: Balances discipline, brand image, and rest requirements.
SECTION 2 – SOP: ADMISSION COUNSELLORS
Purpose: To standardise lead handling, counselling quality, documentation, and reporting to maximise conversions.
2.1 Duties & Responsibilities
Clause: Promote programmes, qualify and nurture leads, conduct in‑person/virtual counselling, assist with documentation, and achieve monthly enrolment targets.
Explanation: Focuses effort on the full funnel from awareness to conversion.
2.1.1 Student Counselling Quality
Clause: Provide accurate course details: eligibility, fees, scholarships, timelines, placement support, and career pathways; refrain from unverifiable claims.
Explanation: Builds trust and reduces post‑admission disputes.
2.1.2 Lead Management in CRM
Clause: Record each lead within 24 hours, classify by stage, maintain call notes, and set next‑action dates; duplicate suppression mandatory.
Explanation: Creates reliable data for coaching and forecasting.
2.1.3 Follow‑up Cadence & Consent
Clause: Minimum three follow‑ups over seven (7) days unless the prospect opts out; use approved scripts; follow DND/consent norms.
Explanation: Respects consumer rights while maintaining momentum.
2.2 Campus/Virtual Counselling Flow
Clause: Greeting → Needs assessment → Programme mapping → Objection handling → Fee/finance options → Application assist → Follow‑up scheduling.
Explanation: Standardises experience and improves conversion quality.
2.3 Documentation & Verification
Clause: Collect documents per checklist; verify for completeness; escalate discrepancies to admissions officer within one (1) working day.
Explanation: Reduces processing delays and rework.
2.4 Reporting & KPIs
Clause: Daily EOD (contacts, connects, qualified, applications), weekly pipeline review, monthly conversion and revenue attribution.
Explanation: Enables tight operational control and performance coaching.
SECTION 3 – SOP: CHIEF MARKETING OFFICER (CMO)
Purpose: To define duties, authority, and procedures for strategic alignment and marketing efficiency.
3.1 Marketing Strategy
Clause: Publish annual and quarterly GTM plans (channels, budgets, KPIs, creative strategy) aligned to enrolment targets; obtain management sign‑off.
Explanation: Creates measurable alignment and governance.
3.1.1 Research & Positioning
Clause: Maintain competitor matrix, pricing benchmarks, and audience personas; refresh quarterly.
Explanation: Keeps decisions data‑driven and current.
3.2 Planning & Enablement
Clause: Issue monthly campaign calendars, OKRs, and creative briefs; conduct enablement sessions for counsellors on messaging.
Explanation: Ensures consistent messaging through the funnel.
3.3 Budgeting & Controls
Clause: Own channel budgets; approve reallocations; maintain spend vs. outcome dashboards; prevent over‑commit.
Explanation: Protects ROI and financial discipline.
3.4 Reporting
Clause: Submit monthly board pack: leads, CPL, CVR, CAC, channel mix, and corrective actions.
Explanation: Provides transparency and learning loops.
SECTION 4 – SOP: DIGITAL MARKETING STAFF
Purpose: To define digital execution, KPIs, and reporting aligned with CMO strategy.
4.1 Execution Scope
Clause: Run SEM/SEO/SMM, landing pages, marketing automation, and paid ads per CMO strategy.
Explanation: Defines responsibility boundaries and outputs.
4.1.1 Creative & Brand
Clause: Adhere to brand guide (tone, colours, logo, disclaimers). Obtain approvals before publication.
Explanation: Prevents off‑brand communication.
4.1.2 Tracking & UTM Discipline
Clause: Mandatory UTM tagging for all campaigns; verify analytics events; maintain channel/source integrity.
Explanation: Enables accurate attribution and optimisation.
4.1.3 SEO Standards
Clause: Follow keyword map, on‑page schemas, internal links, and quality backlinks; monthly technical audits.
Explanation: Builds sustainable organic footprint.
4.2 Optimisation & Guardrails
Clause: Pause underperforming ad sets; respect frequency caps; negative keywords maintained weekly.
Explanation: Saves spend and protects user experience.
4.3 Security & Access
Clause: Use company accounts; MFA enabled; credentials not shared; revoke access on role change.
Explanation: Mitigates platform and data risk.
SECTION 5 – WORKING HOURS & SHIFT ROTATION
Purpose: To regulate hours, rosters, and handovers for coverage and fairness.
5.1 Standard Hours
Clause: Eight (8) hours/day excluding breaks; six‑day week unless notified by HR; weekly off as per roster.
Explanation: Clarifies commitments and rest periods.
5.2 Shift Roster & Notice
Clause: Rosters published at least three (3) days in advance; changes require manager and HR acknowledgement in writing.
Explanation: Balances fairness with operational needs.
5.3 Handover Protocol
Clause: Outgoing shift documents pending tasks in CRM; share risks and deadlines; acknowledge handover in chat/mail.
Explanation: Prevents data loss and missed follow‑ups.
5.4 Overtime/Comp‑off
Clause: Overtime requires prior approval; compensatory off per HR policy and applicable law.
Explanation: Controls costs and aligns with statutes.
SECTION 6 – LEAVE POLICY
Purpose: To define paid/unpaid leave, applications, medical requirements, and emergencies.
6.1 Paid Leave
Clause: One (1) paid leave per month; non‑cumulative and non‑encashable; leave balance visible in HRMS.
Explanation: Prevents stockpiling and encourages regular rest.
6.2 Unpaid Leave
Clause: Beyond entitlement is unpaid and requires written approval; may impact incentives where applicable.
Explanation: Maintains discipline and payroll accuracy.
6.3 Application & Emergencies
Clause: Apply at least 48 hours prior via HRMS; emergencies must be notified as soon as practicable; supporting documents may be requested.
Explanation: Combines planning with flexibility.
6.4 Medical Leave
Clause: If exceeding two (2) working days, submit medical certificate from a registered practitioner; employer may verify.
Explanation: Mitigates misuse and protects health.
6.5 Holidays
Clause: Follow state‑wise holiday lists for TN and MH; offices may operate with skeleton staff on specific days based on roster.
Explanation: Aligns with local statutes and business needs.
SECTION 7 – COMPENSATION & INCENTIVES
Purpose: To define salary, incentive plans, and lawful deductions/set‑off.
7.1 Fixed Pay
Clause: Salary as per offer; payable by the 5th working day via bank transfer; statutory deductions apply.
Explanation: Predictable, lawful remuneration.
7.2 Incentives
Clause: KPI‑linked monthly/quarterly incentives; clawback permitted for fraud or misreporting.
Explanation: Reinforces ethical, outcome‑driven performance.
7.3 Deductions & Set‑off
Clause: Recoverables (advances, notice pay, damages) may be set‑off from dues to the extent permitted by law.
Explanation: Ensures reconciliation and fairness.
7.4 Pay Slips & Queries
Clause: E‑pay slips issued; discrepancies to HR payroll within five (5) working days.
Explanation: Supports transparency and quick rectification.
SECTION 8 – ATTENDANCE & TIMEKEEPING
Purpose: To ensure accurate time records, punctuality, and proper handling of unauthorised absence.
8.1 Time Capture
Clause: Clock‑in/out via biometric/app at shift start/end; manual overrides need manager + HR approval.
Explanation: Creates accurate payroll and compliance trail.
8.2 Tardiness
Clause: Three (3) or more late arrivals over ten (10) minutes in a month may trigger warnings; persistent breaches may affect incentives.
Explanation: Encourages punctuality with proportional response.
8.3 Absence without Approval
Clause: Unapproved absence results in loss of pay and may attract disciplinary action.
Explanation: Protects business continuity.
8.4 Regularisation
Clause: Attendance corrections must be raised within two (2) working days with evidence.
Explanation: Prevents stale disputes and ensures fairness.
SECTION 9 – CODE OF CONDUCT & DRESS
Purpose: To maintain respectful behaviour and a professional appearance.
9.1 Professional Behaviour
Clause: Act with honesty and respect; abusive language, harassment, or discrimination is prohibited.
Explanation: Sets the standard for a safe workplace.
9.2 Dress Code
Clause: Business‑casual minimum; specific events may require formal attire; ID cards visible inside premises.
Explanation: Projects professionalism and ensures security.
9.3 Personal Devices
Clause: Personal phone use restricted to breaks/emergencies; no recording inside premises without permission.
Explanation: Reduces distraction and protects privacy/IP.
9.4 Social Media
Clause: Employees shall not post confidential or derogatory content about the Employer, clients, or partners.
Explanation: Prevents reputational harm.
SECTION 10 – DISCIPLINARY POLICY
Purpose: To define misconduct categories and fair procedures consistent with law.
10.1 Misconduct Categories
Clause: Includes insubordination, harassment, theft, fraud, policy breaches, negligence, confidentiality breaches, and asset misuse.
Explanation: Defines scope for corrective action.
10.2 Procedure
Clause: Progressive discipline: verbal → written → final warning → suspension/termination; severe cases may skip steps.
Explanation: Balances fairness and business protection.
10.3 Enquiry & Representation
Clause: Employees may present their case and supporting evidence during enquiry; neutral officer to record findings.
Explanation: Ensures due process and documentation.
10.4 Summary Dismissal
Clause: Gross misconduct (e.g., violence, theft) may lead to termination without notice per law.
Explanation: Protects the organisation and stakeholders.
10.5 Records Retention
Clause: Disciplinary records retained in personnel file per retention policy.
Explanation: Creates an auditable trail.
SECTION 11 – GRIEVANCE REDRESSAL
Purpose: To provide transparent mechanisms to raise and resolve employee issues.
11.1 Scope
Clause: Covers work environment, conflict, harassment, unfair treatment, and policy/process concerns.
Explanation: Clarity widens trust in the mechanism.
11.2 Filing
Clause: Submit written grievance via form/email to HR; where conflict exists, escalate to Grievance Officer or senior management.
Explanation: Ensures safe access and bypass of conflicts of interest.
11.3 Timelines
Clause: Acknowledge within three (3) working days; investigate and aim to resolve within fifteen (15) working days.
Explanation: Commits to timeliness.
11.4 Confidentiality & Non‑Retaliation
Clause: Proceedings are confidential; retaliation against good‑faith complainants is prohibited and actionable.
Explanation: Encourages responsible reporting.
SECTION 12 – PERFORMANCE MANAGEMENT & APPRAISAL
Purpose: To establish continuous reviews, SMART goals, and structured PIP.
12.1 Review Cycle
Clause: Quarterly reviews and annual appraisal; mid‑cycle check‑ins as needed.
Explanation: Promotes continuous improvement.
12.2 SMART KPIs
Clause: KPIs must be specific, measurable, achievable, relevant, and time‑bound; documented in HRMS.
Explanation: Enables objective assessment.
12.3 Coaching & Feedback
Clause: Managers will offer periodic coaching notes; employees may add self‑reviews and evidence.
Explanation: Creates balanced evaluation.
12.4 PIP Framework
Clause: 30–90 day plan with milestones, training, and weekly check‑ins; non‑completion may escalate to discipline.
Explanation: Offers fair opportunity to improve.
12.5 Link to Rewards
Clause: Ratings influence increments, bonuses, promotions, and development plans.
Explanation: Aligns rewards to outcomes.
SECTION 13 – TRAINING & DEVELOPMENT
Purpose: To define induction, ongoing CPD, and training cost/service commitments.
13.1 Induction
Clause: Complete induction within fifteen (15) working days: policy, compliance, systems, product, and etiquette.
Explanation: Accelerates readiness and reduces errors.
13.2 Development Plans
Clause: Annual individual development plans agreed with manager; reviewed quarterly.
Explanation: Makes growth intentional and trackable.
13.3 Sponsored Training
Clause: Company‑funded courses require service commitment; early exit may require prorated reimbursement.
Explanation: Protects investment while enabling up‑skilling.
SECTION 14 – DATA PROTECTION & CONFIDENTIALITY
Purpose: To protect IP and client trust via non‑disclosure, access control, security, and breach reporting.
14.1 Definition of Confidential Information
Clause: Includes student/lead data, pricing, strategies, source code, credentials, and non‑public materials.
Explanation: Sets clear scope of protection.
14.2 NDA & Survival
Clause: Confidentiality obligations survive termination for a minimum of three (3) years or longer by law/contract.
Explanation: Extends protection beyond tenure.
14.3 Access & Least Privilege
Clause: Provide only role‑based access; promptly revoke on role change/exit.
Explanation: Reduces attack surface.
14.4 Secure Handling
Clause: Encrypt devices; use approved channels; avoid public Wi‑Fi without VPN; no personal cloud uploads.
Explanation: Mitigates data leaks and cyber risk.
14.5 Breach Response
Clause: Report suspected/actual incidents immediately to HR/DPO; cooperate with investigation and remediation.
Explanation: Enables rapid containment and compliance.
SECTION 15 – DIGITAL COMMUNICATION & IT USAGE
Purpose: To secure and standardise official communication and system usage.
15.1 Approved Channels
Clause: Use company‑approved email/messaging; avoid personal accounts for official data; use signatures and disclaimers.
Explanation: Maintains records and legal posture.
15.2 Acceptable Use
Clause: IT assets for business use; no unauthorised software, pirated content, or bypassing security tools.
Explanation: Protects systems and licensing compliance.
15.3 Monitoring Notice
Clause: The Employer may monitor network/systems for security and compliance under applicable law.
Explanation: Deters misuse and aids forensics.
15.4 Incident Reporting
Clause: Report phishing, malware alerts, or suspicious activity to IT immediately.
Explanation: Limits blast radius of attacks.
SECTION 16 – USE OF COMPANY PROPERTY
Purpose: To ensure due care, custody, and return of company assets.
16.1 Custody & Care
Clause: Employees are responsible for due care of assets issued to them; tampering or unauthorised repairs are prohibited.
Explanation: Preserves warranty and device integrity.
16.2 Reporting Loss/Damage
Clause: Loss/damage must be reported within 24 hours; FIR/incident note may be required.
Explanation: Enables timely recovery or insurance claims.
16.3 Return & Clearance
Clause: On demand or exit, return all assets and materials; F&F processed after clearance confirmation.
Explanation: Ensures full recovery and secure off‑boarding.
SECTION 17 – TRAVEL & EXPENSE POLICY
Purpose: To control costs through approvals, receipts, and claim timelines.
17.1 Pre‑Approval
Clause: Travel/expenses require prior written approval; advances reconciled within five (5) working days post‑travel.
Explanation: Controls costs and ensures auditability.
17.2 Class of Travel & Stay
Clause: Follow slab matrix by role/distance; use approved vendors/agencies where applicable.
Explanation: Creates fairness and rate leverage.
17.3 Claims & Evidence
Clause: Original receipts/invoices required; submit within seven (7) working days using prescribed forms.
Explanation: Enables timely, accurate reimbursements.
17.4 Non‑Reimbursable
Clause: Personal entertainment, fines/penalties, room upgrades without approval are not reimbursable.
Explanation: Prevents misuse and ambiguity.
SECTION 18 – HEALTH, SAFETY & SECURITY
Purpose: To comply with safety laws and maintain secure, hazard‑free workplaces.
18.1 Safe Workplace
Clause: Provide safe premises, first‑aid kits, emergency contacts, and periodic drills; maintain safety registers.
Explanation: Meets statutory duties and reduces severity of incidents.
18.2 Employee Obligations
Clause: Follow safety signage; report hazards/incidents within 24 hours; participate in drills.
Explanation: Creates a shared safety culture.
18.3 Access Control & Visitors
Clause: Display ID; visitor registration and escort mandatory; restricted zones marked and enforced.
Explanation: Prevents unauthorised access and protects data.
SECTION 19 – RECRUITMENT, PROBATION & CONFIRMATION
Purpose: To ensure merit‑based hiring and clear probation/confirmation steps.
19.1 Recruitment Process
Clause: Use defined job descriptions, structured interviews, and reference/background checks where applicable.
Explanation: Drives merit‑based, unbiased hiring.
19.2 Probation
Clause: Three (3) months initial probation; extendable once up to three (3) months with written reasons and plan.
Explanation: Allows a fair assessment period.
19.3 Confirmation
Clause: On satisfactory completion, HR issues confirmation letter; if unsatisfactory, extend or separate with due process.
Explanation: Formalises status and expectations.
SECTION 20 – EXIT, HANDOVER & FINAL SETTLEMENT
Purpose: To ensure smooth off‑boarding with notice, handover, and timely settlement.
20.1 Notice Requirement
Clause: Thirty (30) days’ written notice or salary in lieu, subject to bond obligations and handover completion.
Explanation: Balances business continuity and employee mobility.
20.2 Handover Checklist
Clause: Deliver credentials, documents, devices, CRM/drive folders, and status notes; obtain sign‑offs from IT/HR/Manager.
Explanation: Prevents knowledge loss and security gaps.
20.3 F&F Timelines
Clause: Final settlement processed within statutory timelines post clearances; statutory forms issued as required.
Explanation: Ensures timely, lawful closure.
SECTION 21 – BOND AGREEMENT & CERTIFICATE DEPOSIT
Purpose: To enforce one‑year service commitment and safe custody of certificates.
21.1 One‑Year Bond
Clause: Employees sign a one‑year service bond; breach attracts liquidated damages equal to three (3) months’ gross salary.
Explanation: Protects continuity and investment.
21.2 Certificate Custody
Clause: Original academic certificates stored securely with controlled access and audit log.
Explanation: Assures safety and traceability.
21.3 Return Protocol
Clause: Certificates returned within seven (7) working days after obligations are fulfilled and clearance completed.
Explanation: Provides predictable, fair return to the employee.
SECTION 22 – COMPLIANCE WITH LAWS (TN & MH)
Purpose: To align policies with state Shops & Establishments Acts and central labour laws.
22.1 Applicability
Clause: Policies align with Tamil Nadu Shops & Establishments Act, 1947; Maharashtra Shops & Establishments (Regulation of Employment and Conditions of Service) Act, 2017; and relevant central labour laws.
Explanation: Minimises legal risk in both jurisdictions.
22.2 Statutory Registers & Display
Clause: Maintain required registers; display notices as mandated; cooperate with inspections and filings.
Explanation: Ensures audit readiness and transparency.
22.3 Legal Updates
Clause: HR will update policies on legal changes and communicate effective dates; employees must comply after notice.
Explanation: Keeps operations legally current.
SECTION 23 – POLICY AMENDMENTS & ACKNOWLEDGMENT
Purpose: To allow updates and record employee acknowledgment.
23.1 Right to Amend
Clause: The Employer may amend policies with fifteen (15) days’ prior notice unless urgent legal change requires immediate effect.
Explanation: Allows timely compliance and operational agility.
23.2 Employee Acknowledgment
Clause: Employees shall sign acknowledgment confirming they have read, understood, and agree to abide by this manual.
Explanation: Creates evidentiary record of acceptance.
Appendix – Certificate Deposit Acknowledgment
Clause: I, ____________________, have submitted my original academic certificates to Touch Campus 2.0 as a condition of my one‑year service bond; they will be returned upon completion or per written agreement.
Explanation: Documents consent and return conditions.
Appendix – Employee Acknowledgment
Clause: I acknowledge receipt of the Touch Campus 2.0 HR Policy & SOP Manual and agree to comply with it.
Explanation: Confirms receipt and obligations.