HR Client Management Manual

HR Client Management Manual

Employee Identification

Employee Full Legal Name:

Position and Assignment

Official Start Date:    |    Annual Salary:

Employment History (Most Recent)

Education

Graduation / Completion Date:

References (Professional)

Purpose, Scope and Definitions

Purpose: This manual sets forth required procedures, responsibilities, and standards for personnel who manage client relationships, client data, billing, and service delivery. Scope: Applies to all employees, contractors, and temporary staff engaged in client-facing activities.

Definitions: "Client" means any entity or individual receiving services. "Client Data" includes all information supplied by the client or generated in the course of service delivery. "Engagement" refers to the contractual relationship and scope of work agreed with the client.

Roles and Responsibilities

Account Holder (Assigned Employee): Maintain all client records, coordinate onboarding, ensure SLA compliance, and act as primary client contact. Client Services Manager: Oversight of escalations, quality assurance, and billing disputes. Compliance Officer: Monitor adherence to confidentiality and legal obligations.

Client Onboarding Procedure

All new client engagements must follow the onboarding checklist below. Account holder must complete each item and retain documentation in the client file.

Signed Engagement Letter

Client Contact Information Collected

Data Transfer / Security Agreement Executed

Billing Setup Completed

Access Credentials & Permissions Provisioned

Security Assessment Completed and Documented

Documentation and Recordkeeping

All client documentation, including engagement letters, change orders, communications, and billing records, must be retained in the designated client file. Documents shall be indexed, dated, and stored in accordance with company retention policy. Employees must log major client interactions in the CRM within 48 hours.

Confidentiality and Data Protection

Employees must safeguard client information. Disclosure of Client Data outside authorized personnel is prohibited. Unauthorized disclosure may result in disciplinary action, civil liability, and criminal prosecution. Access to client systems must be limited to individuals with a business need-to-know. Personal identifiable information and financial data must be encrypted in transit and at rest where systems support encryption.

Conflict of Interest

Employees must disclose any potential conflicts of interest involving clients, competitors, or vendors to their manager and Compliance Officer immediately. Failure to disclose may result in reassignment or termination. Disclosures will be reviewed and managed to mitigate risk to the company and the client.

Service Levels, Billing, and Disputes

Service level commitments are defined in the engagement letter or SOW. Account holders must monitor SLA performance and escalate breaches per the escalation procedure. Billing must follow approved rates and must be submitted according to the invoicing schedule. Client disputes should be acknowledged within two business days and resolved in accordance with dispute resolution procedures.

Communication Standards

Communications with clients must be professional, timely, and documented. Email communications that set expectations or change scope must be followed by updated engagement documentation. Sensitive information must not be transmitted via unapproved channels.

Incident Reporting and Escalation

Account holders must report incidents affecting client service, data confidentiality, or security immediately to the Reporting Manager and Compliance Officer. Use the following escalation tiers for unresolved issues: Tier 1 - Account Holder / Manager; Tier 2 - Client Services Manager; Tier 3 - Executive Sponsor and Legal. Document all actions taken.

Training and Competency

Employees assigned to client management must complete mandatory onboarding training and annual refresher training covering client handling, data protection, and billing procedures. Records of completed trainings must be maintained in the employee file.

Performance Metrics and Reporting

Performance indicators for client management include SLA adherence, client satisfaction scores, on-time invoicing, and dispute resolution time. Account holders must submit monthly reports to the Client Services Manager and update the central reporting repository.

Continuous Improvement

Account holders are expected to propose process improvements based on client feedback and operational metrics. Suggested improvements must be documented and submitted to the Client Services Manager for review.

Termination of Client Relationship

When a client relationship concludes, the account holder must ensure final billing, return or secure destruction of client data per agreement, and archive the client file. Exit interviews and lessons-learned documentation must be completed within 15 business days of termination.

Legal Disclosures and Company Policies

At-Will Employment: Employment with the company is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, unless otherwise provided in a written agreement signed by an authorized company representative.

Equal Employment Opportunity: The company provides equal employment opportunity to all employees and applicants without regard to protected characteristics. Employment decisions are based solely on business needs, job requirements, and individual qualifications.

Authorization and Certifications

By initialing and signing below, the employee certifies that the information provided in this manual form is true and complete to the best of their knowledge and authorizes the company to contact prior employers and listed references for the purpose of verification and background checks as permitted by law.

I authorize the company to contact previous employers and listed references.

I authorize background and credential checks as permitted by applicable law.

I certify that all information provided on this form and in any supporting documents is true, truthful, and complete. I understand that misrepresentation or omission of facts is cause for disciplinary action, up to and including termination.

Acknowledgment of Receipt and Compliance

By signing below, the employee acknowledges receipt of the HR Client Management Manual, understands its contents, and agrees to comply with the policies and procedures contained herein.

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