WFS People Services Team | WFS People Services Team |
SOP-DE-WFS People Services-CC: Process of contract changes | Number of Reviews: 7 |
Approvers: Olga Memmer | Date of Review: 30.07.2026 |
INTRODUCTION
This SOP will clarify how to process contract changes for blue-collar employees. The Workforce Support Team can process contract changes requested only by Hub Managers ; Change requests submitted by the employees directly will be denied and redirected to the Hub Managers.
For Contract Changes related to ExMatrikulation, please go to this following link.
Important:
When updating the Contract Change Sheet, make sure you are always using User ID. This allows contracts to be linked to employee´s Electronic File automatically!! *
Always double check Visa Conditions for Contractual Hours Changes (as some employees have visa types that restrict to certain hourly types)
Guidelines and Policies
Currently, Hub Managers can request the following contract changes:
Contractual Hours change (12 /24 /32 - ONLY)
Type change: WS (Working Student) to FT (Full Time)/PT (Part Time) ; FT/PT to WS, Rider/OA (Rider/Ops Associate) to OA+ (Ops Associate Plus), Rider to Ops Associate, Ops Associate to Rider.
Location change within the same expansion
Location change in different expansions
Starting date (must be from 1st of the month, this changes only in special cases, check with Seniors or Lead if requested).
The WFS team can process a contractual change for employees who have not resigned or been terminated and have valid documentation for at least 1 month after the contractual change starting date.
Example 1 - Resignation: Hub Manager requests a contractual change starting on April 01, 2026, however, the employee resigned and their exit date would be on April 15. WFS Team does not process the contractual change.
Example 2 - Termination: Hub Manager requests a contractual change starting on April 01, 2026, however, the employee has been terminated and their exit date is on April 15, 2026. WFS Team does not process the contractual change.
Example 3 - Visa: Hub Manager requests a contractual change starting on April 01, 2026, however, the employee’s Visa is valid only until April 27, 2026. The WFS team will not process contract change and inform the HM accordingly.
Example 4 - Visa: Hub Manager requests a contractual change starting on April 01, 2026, and the employee’s Visa is valid until May 05, 2026. The WFS team will process the contract change, but inform the Hub Manager about the employee’s Visa expiration date.
Hub Manager can request a contractual change until the 23rd of each month for the following month and only with the effective day the first day of the month.
Example 1: HM requests a contractual change with starting date of April 01, 2026, on March 20, 2026. The WFS People Services team will process the contractual change as requested.
Example 2: HM requests a contractual change with starting date of April 01, 2026, on March 26, 2026. The WFS People Ops team will process the contractual change with a start day of May 01, 2026, and inform the Hub Manager accordingly.
The WFS People Services team processes the contract changes in the Contract change master sheet and updates SAP accordingly. Due to SAP-Quinyx integration, all contractual changes we input in SAP except for an expansion change trigger an update on Quinyx. If done retroactively for whatever reason, then Quinyx and SAP need to be updated.
Expansion changes due to location changes must be input manually on Quinyx.
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Useful Tools
ZenDesk
Fountain
DocuSign
SAP
Quinyx
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Process Flowchart
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Description of Process (Step-by-Step)
0. Introduction:
Hub Managers request contract changes via ZenDesk. To process a contract change we need first to open the request in Zendesk, and then we must check employee status and documentation:
The WFS team can check the employee’s status in the SAP employee’s profile under “Employment Information” (check how to here). If the employee is still active, no termination or resignation flows are displayed as well as no exit date is approved, WFS People Services Team will proceed by checking the employee’s documentation on Fountain.
In Fountain WFS People Services will verify the validity of the ID or Visa. Please remember that a Student Visa is valid only if the employee provided a matriculation certificate. Here you can check all kinds of visas and the relative possible contract change.
If according to the engine, the change can be approved, the WFS People Services team will approve and reply with the macro DE > EN > Contract change approved.
If the Hub manager is requesting contract change to Minijob employment type, it must be approved by the Cluster lead. For request use macro “DE > EN > Working on your request” , fill out the Slack workflow and click “Send”.
If the employee has no valid documentation, the WFS People Services team will reply using the macro DE > EN > Contract change denied (missing document), will not process any change, will check Visa recollection status on Fountain and Visa List, and close the request.
In order to process the change the WFS People Services Team will input the employee ID in the Contract change master sheet and fill in the fields marked as “manually”.
WFS People Services Team will have a more senior agent send the contracts. For new juniors, this is not your job to process the initial sending of the contract through Docusign unless specifically assigned. However, employees should review Docusign daily to see if a signature has been received. If the contract has not been signed, WFS People Ops will write the Hub Manager and request an update using the REMINDER, CC NOT SIGNED template and set a deadline of 48 hours. As soon as a contract is signed, WFS People Services Team will update SAP and mark off as signed on the Contract Change Master Sheet. If the ticket is not signed within the 48 hours, the WFS agent will update the Hub Manager that the contract is voided and update the Contract Change Sheet as such.
Finally, the ticket will be closed.
Note: please add internal notes when closing the ticket.Current contract types and corresponding hours:
Working student: 12 hours
Part-time: 12 hours
Part-time: 24 hours
Part-Time: 32 hours
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1a. Contract Change Preparation, Sendout and Tracking:
In ’Step1_Sendout’ tab, add the employee ID, Date, and Agent Name (columns A-C) for the change you want to perform, select what type of change you are performing (column X), and add the respective dates (column T-W); Orange columns should be the ones to change. Check column ‘Explanation on what to fill’ when in doubt about what needs to be changed.
After filling in the information for the contract changes you want to perform, check in the column ‘Error Message - Please check’ if there are any issues. Cases with issues will turn red in column A.
Add the ticket number, check column AH.
1b. For Certified Leads Only - Contract Change Generation
* You can find all the steps in this scribe.
Please certify that all entries look correct and updated in StepOne_SendOut on the Contract Change Sheet. Then go to column AF. This will send cases to the Tab "docusign_template".
Go to "docusign_template" and click on the corresponding Contract Change Type box.
This will bring a pop up asking if you want to download the linked file. You will get a google error but can find this newly created excel under your Google Drive - Recents.
Navigate to Docusign and the Templates section.
Click on the corresponding Contract Change Type and navigate through. At the next screen, click on "Advanced Edit". Then on the next screen click on the "Bulk send" link. This will bring up two box options, please select "Upload a File" and attach the Excel File.
This will then bring up a new screen where you can double check that all the information is correct. For Ops to Ops+ or Location and Expansion Cases, please remove the additional information next to the dates that mentions in German and English that it is a signature change date, as the text will overlap with existing text. This does not matter for other contract change types.
Click "Send Now" and the documents will be sent.
Navigate back to "Templates" and sort by Recent. You should see the Contract sendout appear here. If you need to correct manually information, there is a "Correct" function that can be used.
After sending the contract changes, go back to the tab ‘Step1_Sendout’, and click on the ‘Update’ box on top of the sheet. Cases for which you send the contract change will be moved automatically to the tab ‘Step2_Tobechecked’
On the tab ‘Step2_Tobechecked’, columns A & B will get automatically populated with signature status and respective links to the signed document (tick in column A means the employee has signed the contract change).
On a daily basis, you can check column E ‘Status’ to know what actions need to be taken so the contract change can be considered as done. Please fill in C and D when you update SAP/ Quinyx for the cases who have signed the contract. Please tag employees if needed if they haven´t updated their own entries/reviewed it yet.
NOTE: in order to guarantee updated data, the SAP report that is linked to the contract change master sheet needs to be updated at least two times per week.
Please check this scribe.
2. How to update SAP:
2.1. Contractual Hours Change
A contractual hours change can be approved for any employee having valid documentation.
Note: We do not issue contracts> 12 hours for employees on Student Visa.
For employees on a Student Visa, we issue Working Student contracts.A contractual hours change is reflected on SAP as a “Job change”.
How to update contractual hours in SAP
2.2. Contract Type Changes
A contractual change to Working Student (12 hours) can be issued only for employees having valid documentation and a valid matriculation certificate.
Note: Student ID is not enough to issue a Working Student contract.A contractual change to part-time < or = to 20 hours can be issued for all employees having valid documentation.
A contractual change of>12 hours can be issued for all employees except employees on a Working Student Visa.
A contractual type changes are reflected on SAP as a “Job change” and will be processed as follows:
How to update contract type in SAP (MJ-WS) (this is for archive for rare cases, we do not often have MJ employees at this time. Many have only old contracts).
FT/PT to WS
2.3. Salary / Title Change
A salary/title change can be issued for all employees having valid documentation.
A salary/ title change reflects a position change and consequently a compensation change (Rider to Ops Associate, rarely Ops associate to Rider).
On SAP a salary/title change is reflected as a “Position change” and will be processed as follow:
2.4 Location Change Within The Same Expansion (Hub-Change)
A location change can be issued for all employees having valid documentation. Rarely a location change does not imply an expansion change.
If a location change does not imply an expansion change, we can issue the change and input the new location on SAP after written permission from the Area Manager. Location change within the same expansion is reflected on SAP as “Position change”.
Note: When issuing a position change (in this case location), SAP prevents input changes that imply an expansion change. Please check "Location Change in Different Expansions" (below).
2.5. Location Change in Different Expansions (Expansion-Change)
A location change that implies an expansion change can be issued for all employees having valid documentation.
Each expansion corresponds to a different legal entity, therefore to input an expansion change in SAP, we need first to “terminate” in SAP the employee’s previous employment and “rehire” in SAP employee in the new expansion.
This termination is only reflected in the system as a "Transfer to Another Company". We do not terminate employees but send a specific contract (transfer contract - Überleitungsvertrag).The “Transfer contract” - “Überleitungsvertrag” actually in use reflects only a location and expansion change. All previous agreements (for example compensation, probationary time, holidays, and working hours) remain unchanged.
Location change in SAP is input as “Termination” and "Add New Employee".
There are two cases when processing a location change:
1. Location change in the future
2. Location change retroactively
Note: We can process retroactively changes, only if executed before Payroll has run. Otherwise, this only happens in extremely rare circumstances, please check with Lead or Manager if you are uncertain.
Example: On March 18, 2026, we can process an expansion change retroactively meaning starting on March 1, 2026. However, we cannot process a change retroactively to February. Payroll for March was still not processed, payroll for February was processed.
Scribe how to update expansion in SAP
2.6 Rider/Ops Associate to OPS+ contract change
The employee’s signed original contract (Fountain) and any existing contract changes (DocuSign) must be checked while entering the data and entered correctly
When an employee transitions to an OA+ status, please update the following columns:
Column AA: Update this only when a rider changes to OA+ with a new hourly rate.
Column AI: Input the effective start date of the position (the date the employee started as a Rider or OA).
Add position start date in column AI (right after ticket number)
Serienbrief OPS+ → No new entries. Use only to update if HM sends back an amended contract. This sheet will remain as an archive.
Macros → "Contract change approved"
3. Documentation: Contract Change Upload
Please always make sure to use the USER ID of the employee when entering into the Contract Change Master Sheet. This will allow the EPF (Electronic Personnel File) to automatically link the document to the employee´s account.
As of December 10th 2025, we no longer upload contract changes copies to this drive. It remains as an archive.
4. Retroactive Contract Changes
In case of retroactive contract change, always update also Quinyx. The automation between SAP and Quinyx does not pick up retroactive changes and it must be done manually. This can be done by adjusting the Agreement in Quinyx.
All retroactive changes must be added in Rückwirkende Änderungen to notify Payroll about changes.
After Contract Change Is Issued:
Remember to keep an eye on Docusign by searching in the "Agreements" section and looking up the employee by email. Make sure the Date filter is set to at least the last six months, so it shows recent contract.
If signature is pending, please send the "REMINDER CC NOT SIGNED" macro. Please give at least 48 hours as the deadline (by 14 Uhr/ 2 PM).
If signed by deadline/already signed: Please update SAP accordingly and then navigate to the Contract Change Master Sheet to the tab "Step2_Tobechecked".
Search in the sheet by USER ID and mark off Columns D and E.
If not signed by deadline: Please void the contract agreement in Docusign. Then navigate to the Contract Change Master Sheet to the tab "Step2_Tobechecked".
Search in the sheet by USER ID and mark off Column C.
Please update the Hub Manager that the contract has been voided.
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Macros and Magical Shortcuts
Macros to be used in ZenDesk:
“DE > EN > Contract change denied (missing document)” - contract change denied due to missing documents.
“DE > EN > Contract change approved” - contract change approval.
“DE > EN > Contract change NO LONGER STUDENT” - when the employee finished studies and is no longer a student. Only to be used for Exmatrikulation cases when employees get permission for contract change from Area Manager. See this entry.
“DE > EN > Contract change” - when an employee requests contract change- redirection to Hub manager.
“DE > EN > Contract change denied > 12 STUDENT VISA ” - when a Hub Manager requests contract change for a Working Student employee to above 12 hours.
“DE > EN > Contract extension, redirect to HM " - to use when employee requests an extension of their current contract. Alternatively can be used and text modified manually to redirect regular contract change requests to the Hub Manager.
“DE > EN > Contract extension, redirect to HM "
"REMINDER CC NOT SIGNED" - to use when employee has not yet signed a document. Please set a date of 48 hours for signature.
Magical Shortcuts (currently inactive, unless we choose to reactivate, archive):
ccc - Contract change completed
ccd - Contract change denied
ccnt - Contract change not signed
ZenDesk Contact Reasons:
People Ops > Change Request > Contract type/ hours
People Ops > Change Request > Position
People Ops > Change Request > Hub
People Ops > Change Request > City
People Ops > Change Request > Start Date
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FAQ's and SOP's
Question | Answer |
How do I process an contract change when the employee has a ExMatrikulation? | For Contract Changes related to ExMatrikulation, please go to this following link. |
The Hub Manager reopened a denied contract change ticket after the 23rd with the relevant documents. Now the employee´s Visa Documents are up to date. Can I issue for the 1st of the upcoming month? | Unfortunately no, if it is past the 23rd already, then the Contract Change must be issued from the 1st of the month after next. |
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Review history
Number of Review | Date | Changes |
1 | July 04, 2023 | in “Example 3”: adding a tag when solving the tickets |
2 | February 16, 2024 | Process change: requester Hub Managers |
3 | February 29, 2924 | Retroactive contract changes |
4 | March 20, 2024 | Added macros and Magical shortcuts |
5 | April 29, 2024 |
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6 | May 02, 2024 |
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7 | July 30th, 2026 |
Under Guidelines/Policy Section:
Salary / Title change (Rider to Ops Associate - Ops Associate to Rider)
Starting date (only in special cases, check with Seniors or Lead) - edited this from the original start date to specify that we only change start date in special circumstances (rehired wrong, etc.)
Modernized Dates in document (was 2023, now 2026)
Removed old team terminology (SSC People Services Team) and updated to WFS The WFS People Services processes contract changes to Minijob only with an approval from the Cluster lead. - this sentence was removed as MJ is no longer offered.
Removed All Minijob References. Not applicable anymore.
On SAP a title change is reflected as a “Position change” and will be processed similarly to the previous case (salary/title), however, compensation will not be changed. - Removed this, as the salary levels are currently the same for Rider and Ops Associate
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