Virtual Sherpa New Hire Onboarding Process SOP

The purpose of this SOP is to outline the standardized process for onboarding new hires at Virtual Sherpa. This ensures a smooth transition for new employees, enabling them to integrate seamlessly into the company and client culture, understand their roles and responsibilities, and become productive members of the team quickly. The onboarding process aims to provide clear communication, set expectations, and offer continuous support to foster a positive and engaging work environment.

Scope

This SOP applies to all new hires selected by Virtual Sherpa or its clients. It covers the entire onboarding process from the initial offer letter to the end of the trial period and includes all necessary steps to ensure the new hire is fully integrated into the company and prepared to meet their job responsibilities. This process involves multiple stakeholders including the Chief of Staff, Head of Customer Success, Virtual Sherpa Project Manager, and the client, ensuring comprehensive support and guidance for the new hire.

Materials Needed

● Onboarding guide & Offer letter

● Associate Information form

● Clockify account

● Thera payroll platform access

● Notion SOP library access

● Discord project channels access

● Virtual Sherpa Onboarding Meeting agenda

● Client Onboarding Guide

● Client Onboarding Meeting agenda

● Employee handbook

Procedure

Step 1: Send Onboarding Guide and Offer Letter

● Email the new hire or the applicant selected by the client/Virtual Sherpa with the comprehensive onboarding guide and detailed offer letter.

● Include specifics such as compensation details, position responsibilities, starting date, payroll setup instructions, chain of command within the company, terms of the trial period, expectations regarding participation in the Discord community, policies for logging in and out of work systems, instructions for using Clockify time tracking software, and necessary forms such as the new hire information form and the employee handbook.

● Include sending w8ben form for independent contractors

Step 2: Acquire Signed Onboarding Guide and Offer Letter

● Obtain the signed copies of the onboarding guide and offer letter from the new hire.

● Ensure all required fields are completed accurately and legibly. Address any questions or concerns the new hire may have regarding the documents.

Step 3: Verify Associate Information Form Completion

● Verify that the agent has filled out the Associate Information form.

● This form gathers essential personal and contact information, emergency contact details, and any additional information necessary for administrative purposes and compliance with company policies.

● Also, this includes fun questions; ask them for a short bio just to get to know you better.

Step 4: Add New Hire to Platforms

The Chief of Staff will add the new hire to the following platforms:

● Clockify: Set up the new hire's account for time tracking and ensure they have access to relevant projects and tasks.

● Thera Payroll Platform: Input necessary payroll details and ensure the new hire is registered correctly for payroll processing.

● Notion SOP Library: Grant access to the company's Notion space where standard operating procedures (SOPs), guidelines, and other important documents are stored.

● Discord Project Channels: Integrate the new hire into relevant Discord channels specific to their assigned projects and teams.

Step 5: Schedule Virtual Sherpa Onboarding Meeting with Chief of Staff

● Arrange a Virtual Sherpa Onboarding Meeting for the new hire.

● This meeting serves to introduce the new hire to the company's mission, values, culture, organizational structure, and key policies. It provides an opportunity for the new hire to meet key team members and gain insights into their roles and expectations, policies, and to prepare them prior to client onboarding. Also, discuss and familiarize with all the tools that we use in the company.

Step 6: Send Client Onboarding Guide

● Email the new hire with the Client Onboarding Guide.

● Include details on the client's business, specific project goals, expectations, communication protocols, and any other relevant information needed to prepare the new hire for client interactions and project delivery.

Step 7: Schedule Client Onboarding Meeting

● Schedule a Client Onboarding Meeting for the new hire.

● This meeting allows the new hire to familiarize themselves with the client's expectations, project specifics, timelines, deliverables, and any unique requirements. It facilitates a smooth transition into their role within the client's project team.

Step 8: Confirm Arrangements Post-Meeting

● Follow up with the new hire after the Client Onboarding Meeting to confirm understanding of arrangements.

● Ensure that the new hire is clear on their responsibilities, project scope, client expectations, and any immediate tasks or deliverables.

Step 9: Conduct Daily Check-Ins (First 2 Weeks)

● The Chief of Staff or the assigned Virtual Sherpa Project Manager will conduct daily check-ins with the new hire during their initial two weeks.

● These check-ins assess the new hire's progress, address any challenges they may encounter, provide guidance on tasks, and gather feedback from the client regarding the new hire's performance and integration into the project team.

Step 10: Conduct Weekly Check-Ins

● Transition to conducting weekly check-ins with the new hire after the initial two-week period.

● These check-ins continue to monitor the new hire's progress, support their development within the role, and maintain open communication regarding any adjustments needed to optimize their performance and client satisfaction.

Step 11: Coordinate Agent Feedback with Head of Customer Success

● The Chief of Staff or the Virtual Sherpa Project Manager will collaborate with the Head of Customer Success to discuss and address feedback related to the new hire's performance, client interactions, and overall integration into the client's project.

● This coordination ensures alignment between internal assessments and client expectations, facilitating proactive adjustments and support as needed.

Step 12: Conduct Weekly Client Check-Ins

● The Head of Customer Success will conduct regular check-ins with the client to review the new hire's performance, gather client feedback, and identify opportunities to enhance service delivery and client satisfaction.

● These check-ins support ongoing client relationships, promote transparency, and enable timely adjustments to ensure alignment with client expectations and project objectives.

Step 13: Provide Feedback to New Hires

● The Chief of Staff or the Virtual Sherpa Manager in charge will provide constructive feedback to the new hire based on assessments, client feedback, and performance evaluations.

● This feedback promotes continuous improvement, clarifies expectations, and supports the new hire's professional development within the company.

Step 14: Issue Contract Post-Trial Period

● If the new hire demonstrates satisfactory performance during the trial period (typically two weeks to one month), the Chief of Staff will proceed to offer a contract outlining terms of employment and continued engagement.

● Ensure mutual agreement on terms, conditions, and expectations moving forward.

Step 15: Performance Assessments

● Conduct formal performance assessments of the new hire at specified intervals, including the 3-month, 6-month, and 12-month milestones.

● Assess achievements, skills development, adherence to company standards, client feedback, and overall contribution to team and client success.

Step 16: Provide Ongoing Support

● Continuously provide necessary support, resources, and professional development opportunities to new hires throughout their tenure.

● Promote an environment that promotes growth, collaboration, and job satisfaction, ensuring ongoing alignment with company goals and client expectations.

Roles and Responsibilities

● New Hire: Complete all required forms and participate in onboarding meetings.Make sure the client is happy with their output and continue their services with Virtual Sherpa.

● Chief of Staff: Oversee the onboarding process, add new hires to necessary platforms, conduct check-ins, and provide feedback.

● Head of Customer Success: Conduct client check-ins and provide feedback to the Chief of Staff.

● Virtual Sherpa Project Manager: Assist with onboarding, conduct check-ins, and provide support to new hires.

● Client: Participate in onboarding meetings and provide feedback on new hire performance.