WFS People Services Team | WFS People Services Team |
SSOP-DE-WFS People Services- Returned visa terminations | Number of Reviews: 2 |
Approvers: Ester Atweh | Date of Review: 04. 06.2025 |
INTRODUCTION
In the process of sending out notices of termination, the respective recipients must receive their terminations, as these are only legally effective when the termination is delivered and the recipient has it.
Accordingly, it is important to ensure that addresses and address additions are correct in advance.
Sometimes these terminations are returned to us as undeliverable, due to an outdated address in employee´s SAP.
Guidelines and Policies
The WFS People Services team processes visa-related terminations.
The WFS People Services team processes also returned visa terminations and resends after recollecting the updated address.
For the visa termination notice to be valid, employee must receive a valid letter.
In case, employee has not received a visa termination notice, they legally can still submit valid visa documents and request to be reactivated.
All other termination letters are handled by the People Operations team.
The existing macros for address recollection must be used as they trigger email tracking. Freewriting must be avoided during initial communication.
An employee is given 48 hours to reply and provide the updated address details. In case the employee does not reply in 48 hours, the ZenDesk ticket is solved.
We request employees for address details a maximum of two times.
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Useful Tools
Zendesk
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Process Flowchart
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Description of Process (Step-by-Step)
The WFS People Services team or Hub People Ops will pick up the post in the HQ reception.
WFS People Services is working only on returned visa terminations. Other terminations must be passed to colleagues from the People Operations team.
Once the returned visa terminations come to us, navigate to Termination Process zurück 2.0, tab “Visa” and fill out the following fields:
Column A: employee’s ID
Columns B - J: auto-populated. Do not touch!
Column K: date when termination issued
Column L: Last working day
Column Q: tracking number, eg., RQ000000000DE200
Column R: new letter tracking number after resending letter, eg., RQ111111111DE200
Column S: new letter tracking number after resending letter, eg., RQ222222222DE200 (applicable as second resend)
Column T: ZenDesk ticket number
Column U: new recollected address
Column V: to be marked when the requested address in ZenDesk
Column W: Done 2nd send out of termination letter
Column X: returned after the 2nd send out
Column Y: notes
NOTE:
the duplicate ID entries are flagged in the sheet automatically in red. If the entry is already there, cross-check if the initial entry was already worked and if the second address inquiry is needed.
Review the latest communication with the employee in ZenDesk and check the employee's address (compare SAP / Fountain / Zendesk / with the termination letter).
If a new address is available, enter it with the ID in the address generator and print out the new address. Otherwise, if no new address details are available, continue with address recollection via ZenDesk. For address recollection via ZenDesk use macro “DE People Ops > Administrative > Address Inquiry”.
Check the box in column “V - Adressabfrage” if you request a new address from the employee.
Remember to attach a termination notice (visa termination letter) when requesting address updates via ZenDesk.
Put the notice of termination ( visa termination letter) with the new address in an envelope and print the tracking number on it. Remember to add the new tracking number to the sheet next to the franking machine.
Enter the new consignment number in the Termination back sheet under "Sendungsnummer (2)” - column R.
Once it is done, send the post as usual.
If the visa termination letter is returned and there has already been a previous request, use the macro "Address Inquiry 2nd" and request a new address a second time.
NOTE: don't forget to add the document as an attachment to the macros in case the employees don't reply and so you have it on hand as a copy
Go back to step 5 and check the box in column “W - Done 2. Sendout” if you do the second send out and if it was the second send out, check the column “X-Returned, after 2. Sendout” and store the document in the VISA Termination Returner Folder.
Remember to store the documents in the dedicated binders in HQ. The documents cannot be discarded.
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* How to use the address generator tab
The address generator tab is used for generating addresses for the post send-out
To use it you need to fill out columns I “Employee ID”, F “Straße Neu”, G “PLZ & Ort” and if needed E “Adressenzusatz” if additional information is needed.
Once it is done, select and click “Adressengenerator”.
The new sheet will be generated automatically and you need to print it out.
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* How to use the Franking machine
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Macros and Magical Shortcuts
DE People Ops > Administrative > Address Inquiry - initial address request
DE People Ops > Administrative > Address Inquiry 2nd - Second address request
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FAQ's and SOP's
Questions | Answers |
An employee returns with different follow-ups when replying to address requests (eg., vacation compensation). What to do? | Assign accordingly to the responsible team if you are not trained on it. |
What to do if an employee does not reply to the address inquiry via ZenDesk? | Update correctly returned terminations sheet and store the document in the needed folder. Solve the ticket after 48 hours of no response. |
What to do if an employee submits the valid visa documents and the termination letter was not delivered? | Refer to the process of withdrawing visa terminations. Also team lead or senior member of the team can support with it. |
How many times do we request an employee for an address? | Maximum two times. After we send an address inquiry, we give 48 hours for the employee to reply without making follow-ups. |
Where do we store the returned visa terminations? | We have dedicated 3 folders in HQ on the 1st Floor by People Ops/WFS area - documents must be stored alphabetically by the last name. |
What do you need when the address generator is not working? |
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Review history
Number of Reviews | Date | Changes |
1st Review | 04.06.2025 | -small grammatical corrections/information additions |
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