HUMAN RESOURCE & ADMIN

HR & Admin Escalation Matrix

A structured HR & Admin escalation path covering recruitment, onboarding, payroll, compliance, employee concerns, administration, QMS, sensitive matters and business continuity issues.

23FUNCTIONS / ISSUES

1ESCALATION LEVEL

10DETAIL FIELDS

23FUNCTIONS
/ ISSUES

HOW AN HR & ADMIN ISSUE MOVES

Escalation Flow

Step 01 retains the General Ticketing route. Step 02 starts with selecting the applicable Function / Issue. The selected issue then shows the escalation sequence in order: Primary Responsible → First Escalation → Second Escalation → Final Escalation, followed by Escalation Trigger / Remarks and the applicable TATs.

General Ticketing

Employees or customers can raise a General Ticket for non-breakdown operational concerns. The ticket is assigned to the appropriate action owner and tracked through closure.

GENERAL TICKETING · NON-BREAKDOWN ISSUES

Scan the QR code to raise a General Ticket for operational, customer, administrative and other non-breakdown concerns.

OPEN GENERAL TICKETING

Function / Issue Lookup

Select the relevant Function / Issue below. The escalation path will be displayed in sequence with the designation and name wherever a name is provided in the updated workbook.

SELECT FUNCTION / ISSUE

Select a Function / Issue above to view all other columns.

Escalation Accountability

Use the selected issue's Initial Response TAT, Resolution / Update TAT and Escalation Trigger / Remarks as the governing reference for follow-up and escalation.

The HR & Admin matrix states its purpose is to define ownership, escalation levels, response timelines and closure accountability for HR & Admin matters. It is aligned to DP/HR&A/001 – Job Description for all Employees in Human Resource & Admin Department.