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WeSalute Performance Management

Introduction​

WeSalute Performance Management's goal is to be transparent with Team Members' contributions and alignment with company-wide goals and expectations. WeSalute Performance Management applies to all Team Members in the organization.

PeopleOps assists Team Managers in executing and facilitating their Team's Performance Management Cycles. While PeopleOps supports Performance Management operations, it does not directly manage performance.

Reviews & Improvement​

Quarterly 360 Reviews​

All Team Members in the company will receive a quarterly 360 Review. A Quarterly 360 Review is a comprehensive assessment of all goals, objectives, and competencies completed over a 3 month period. WeSalute conducts 4 quarterly reviews a year.

Scheduling of Reviews​

Quarterly Reviews will begin in the last week of the quarter and continue for the following 2 weeks.

How We Conduct 360 Reviews​

We use Deel Engage to facilitate all reviews, ensuring a smooth and organized process. Your review will incorporate 360-degree feedback, which means you'll receive comprehensive input from multiple perspectives:

  • Your direct manager
  • Your peers
  • Any direct reports you manage
  • A self-assessment you complete

Total Rewards Anniversary Reviews (TRAR)​

A Total Rewards Anniversary Review (TRAR) is a comprehensive assessment of all the benefits, compensation, and rewards you've earned through your individual performance and contributions. This includes more than just your base salary; it's a holistic look at everything you've gained at WeSalute, such as:

  • Monetary Compensation: Base pay, commissions, stock options, retirement plans, and NectarHR recognition points.
  • Benefits: Healthcare insurance, paid time off, personal insurance (disability, travel protection), and your free WeSalute+ membership.
  • Extra Perks & Rewards: Recognition programs, learning and development opportunities, work-life balance, a supportive work environment, and career growth.

Salary increases and job title changes are only discussed during your Total Rewards Anniversary Review.

Scheduling of Reviews​

Your yearly TRAR will happen on your "Total Rewards Anniversary Date." This date typically aligns with your start date at WeSalute, but it may be adjusted if you have a significant role change, such as a switch from part-time to full-time or a new job title.

You can find your specific Total Rewards Anniversary Date in your Deel profile under Supplementary Information.

How We Conduct Total Rewards Anniversary Reviews​

All reviews are conducted using Deel Engage for a streamlined process. Each review includes quarterly 360 feedback, a self-assessment, and an overall assessment from your direct manager. The CEO will then review all feedback to make final decisions regarding title changes, if applicable, and compensation packages.

Collective Success Bonuses​

Bonuses are tied to WeSalute's profit and will be considered at year-end. This means that when the company performs well financially, you'll directly benefit. Your bonus will reflect a combination of your individual performance, your department's achievements, and WeSalute's overall strategic and financial success.

Performance Improvement​

At WeSalute, the performance improvement process is designed to enhance the quality and value of your contributions. We evaluate factors such as your initiative, effort, attitude, and job knowledge.

It is important to understand that a positive job performance review does not guarantee a pay raise or continued employment. Decisions regarding pay raises and promotions are multifaceted, with job performance being one of several considerations. Equally vital are a Team Member's outlook, attitude, and their influence in promoting WeSalute principles within our culture. Furthermore, the overall performance of the company is a critical factor in all decisions regarding raises and promotions.

Attendance​

Absences are disruptive to our customers, fellow Team Members, operations, and the overall goal of achieving our mission.

Attendance Policy​

Consistent attendance and punctuality are crucial for all WeSalute team members, both exempt and non-exempt, to minimize disruption to customers, team members, operations, and the overall goal of achieving our mission. Team members must ensure availability during scheduled hours and maintain reliable internet connectivity.

  • Schedule Visibilit: Team members are responsible for communicating their scheduled hours using Google Calendar and Slack.
  • Attendance Tracking: Team members are responsible for accurately reporting their attendance, including any absences or tardiness, through Deel, our designated time-tracking system. Managers will monitor attendance records on Deel and address any attendance-related issues in a timely manner.
  • Absence and Tardiness: Team members are required to notify their immediate manager as soon as possible in case of unexpected absences or tardiness. Excessive absenteeism or tardiness may result in disciplinary action, up to and including termination of employment.
  • Approved Leave: Team members should request time off for planned absences, such as vacations or personal appointments, in advance through Deel. Requests for leave will be evaluated based on business needs and staffing requirements.
  • Compliance: All team members are expected to comply with attendance-related policies, procedures, and applicable laws. Failure to comply may result in disciplinary action, up to and including termination of employment.

Attendance Policy for Customer Support Operations​

At WeSalute, excellent workspace attendance is expected. All Customer Operations Team Members should arrive 10 mins before their shift start time. This allows time to login to all necessary platforms and be available to begin taking customer interactions right on time! Should you need to leave work early, arrive late, or be absent, arrangements must be made in advance with your Team Lead or the CustomerOps Manager.

Arranging coverage for planned absence is the sole responsibility of the Team Member that will be missing their shift.

  • Scheduled Unpaid Time Off (UTO): To ensure optimal team efficiency, a maximum of two team members may be granted scheduled time off per day. These requests will be approved on a first-come, first-served basis.
    • Team Lead is notified by Team Member that they will be absent from the assigned shift.
    • Team Members must notify the Team Lead or CustomerOps Manager a minimum of 1 week in advance for 1-day.
    • Team Members must notify Team Lead or CustomerOps Manager 2 weeks in advance for 1 week.
    • Team Members must seek their own coverage and if coverage is not found, the time-off may not be approved.
  • Unscheduled Unpaid Time Off (UTO): Team Lead is notified by Team Member as soon as possible, before shift start time, that employee will be absent from shift, due to sickness, emergency or other unexpected cause.
    • Team members are responsible for notifying their Team Lead, Team Lead on shift, or CustomerOps Manager and helping their Team Lead find coverage for their shift.
    • A Team Member is responsible for notifying their Team Lead, Team Lead on shift, or CustomerOps Manager in case of illness or medical emergency, otherwise absence will be counted as a "no-show."
    • After 3 consecutive unscheduled absences, the Team Member will be subject to disciplinary action.

Tardiness​

We understand that sometimes meetings run long and things happen. Tardiness is defined by being more than 15 minutes late to a shift or a meeting. Multiple tardies can result in disciplinary action anywhere from verbal or written warnings up to termination.

Job Abandonment​

If you fail to show up for work and do not contact your direct Manager or Team Lead for a period of three consecutive days, you will be considered to have abandoned your job and voluntarily resigned from WeSalute.

Feedback​

As an individual contributor, your role in performance discussions is critical. With regular guidance from your manager, you are more likely to improve your skills, find ways to tackle challenges, to share new ideas, and to explore new opportunities. Here are some suggestions for how to take an active role in performance management.

Communicate Feedback​

It is necessary to give constructive feedback outside of quarterly performance management reviews. Giving regular feedback is extremely important for both Managers and Team Members. Feedback can be provided in coaching sessions, 1-on-1 meetings, and posting appreciation on Nectar. When giving feedback you should be prepared and, depending on the situation, you should create separate agendas and structure them as follows:

  • Use a framework for your feedback:
    • Praise: What's working well
    • Tips: What could be done differently
    • Three Areas: Start, Stop, Continue
  • Ask yourself, is this feedback:
    • Actionable
    • Specific
    • Respectful
    • Objective
    • Relevant

Request Feedback​

  • Request time with your manager. Regular one-on-one conversations will enable you to discuss current projects, what's working well, and where you need help.
  • Ask specific questions. Make the most of your time. Ask about particular projects or skills: "Did X approach work well? What could I have done differently with regard to Y?"
  • Use projects as a timeline. Don't wait to ask for feedback. Check in once you've completed a project, or tackled a particular challenge.
  • Think outside the meeting box. You don't need to wait for one-on-one meetings to ask for guidance. Feel free to reach out to your manager for an informal conversation.
  • Check in with your peers. Your colleagues may have insights that your manager doesn't. Ask for their perspective.

Evaluate Feedback​

  • Understand your own needs. How do you want to improve and grow? Keep your goals and needs in mind when processing feedback.
  • Keep track of feedback. By taking notes, you can track progress over time. It's easier to keep track of feedback in the moment than try to remember what your manager said three months ago.
  • Identify specific gaps. Using the feedback you've heard, find those areas where you can grow and improve. Be as specific as possible about your areas for development: "I will track data as it comes in" is more helpful than "I need to be more organized."
  • Have an action plan. For each area in which you want to improve, come up with specific actions that will help you get there. This could mean acquiring new skills or putting more focus on specific patterns of behavior.

Difficult Feedback​

Receiving critical feedback can be hard, but try to use the opportunity to really hear what the other person has to say. Instead of getting anxious, try to understand their perspective. Ask for examples if needed. Maintain a growth mindset. Even when you're at your best, there's always room to grow and improve. Below are tips on how to respond to difficult feedback.

  • Don't rush to react: Remain empathetic and calm if you need to explain your circumstance. Accept the feedback for what it is: an attempt to help you improve your work or your professional relationships. Try not to argue or get defensive.
  • Defer action: When presented with negative feedback, we often think we have to justify our actions or promise change; however, it's okay to say you need time to evaluate the feedback and decide how to proceed.
  • Listen to understand, not to respond. Be open to another point of view. You may receive feedback that differs from your own perspective.

Perspective Into Feedback​

  • Connect feedback with goals. Annual goals are powerful motivators. To stay on track, connect these goals to the feedback you've received. It's also acceptable to adjust your goals as you learn from this feedback.
  • Look for patterns. Once you've received regular feedback over a period of time, notice if any patterns come up. Give some thought to what you hear consistently and work with your manager to find ways to adjust your behaviors as needed.
  • Find opportunities to grow. Discuss new projects and opportunities with your manager based on feedback you've received. Bringing ideas to regular meetings is a good way to demonstrate commitment to your own professional development.

Embrace a Growth Mindset​

Our mindset has a significant effect on our ability to learn and acquire new skills, to navigate change, and to be resilient. People with a growth mindset believe their talents and abilities can be developed through effort, determination, and input from others. Those with a fixed mindset see their abilities and talents as innate gifts - you either have it or you don't.

Research has shown that individuals with a growth mindset are more likely to feel motivated, achieve their goals, and persist when confronted with challenges. They also see feedback as a valuable part of their growth, not as a reflection of their innate skills. Embracing a growth mindset enables team members to use feedback as an opportunity to improve.

"Instead of...""Try..."
I'm not good at this.This is a challenging project. What skills or tools am I missing? How can I improve in those areas?
My manager gave me some suggestions for how to do things differently next time. That means they think this project was a failure.My manager wants me to succeed, and cares about how I can improve in the future.
That's too hard.This is a challenge, but it will help me push my boundaries and learn new skills.
This didn't go the way I wanted it to. I'm so embarrassed.This didn't go the way I wanted it to, but I learned some useful things I can put into practice next time.
Why should I even bother if I don't know that I'll do it perfectly?Perfection isn't a realistic goal. There's always room to grow and improve. Constructively critical feedback is what gets me to the next level.