Important Contacts
Marlon Muler: Head of Country Operations;
Amber Bolland: People Partner for the regions of City Managers of Jorik, Chafik, Bart and Michel;
Sjoukje Braam: People Partner for the regions of City Managers Niek and Cas;
People Partner: contact person for City Managers and for special cases in the hubs and HR related questions. Please note that City Managers and Head of Country Operations are the first contact point for Hub Managers;
Hub Managers and Shift Leads can contact via this link at any time with questions or requests via email, please do not contact the People Partners.
The People Team and Rider Ops
The People Team consists of several departments: People Ops/Experience, Talent Acquisition (supported by Hub Growth), and Payroll. Next to that you have Rider Ops which consists of Rider Care and Rider Growth, responsible for all Rider, Ops Associate(+), and Shift Lead related questions and requests. Country Operations is divided into two areas:
Riders, Ops Associates and Shift Leads. This area is handled by Rider Care and Rider Growth.
Hub Managers, City Managers and Head of Country Operations
This area is handled exclusively by People Ops and Payroll. The overview shows which topics are the responsibility of which team. Enquiries about People Ops and Payroll issues for the employee can be sent via this form
Contract types
Zero hour contract
0 - 40 hours per week.
Min/Max Contract
Minimum and maximum hours per week.
Fixed hourly contract part-time or full-time
Amount of hours is dependent on the agreement.
Contract Changes
Changes in the employment agreement can only be requested at least two weeks before the change date.
Rules
Contract changes will not be applied retroactively.
Contract changes are only created if all required documents are available. (Ex: work permit).
Employees may only start in the new position on the effective date specified in the contract.
A demotion of an employee is valid if the employee agrees to the reduction or if there is a strong case on the employee's performance. Promotions should therefore always be well-considered.
Requests for operational employees will be solicited through the Zendesk Form only.
Contract changes are only permitted by the relevant Hub Manager (or City Manager or Head of Country Operations if applicable).
Warnings
A warning notice is issued by the employer when an employee breaches contractual and/or behavioral obligations. They contain a warning for certain consequences under labor laws, in particular dismissal in the event of a repeated offense. This is a milder measure before dismissal (final warning). A warning is usually a prerequisite for dismissals for conduct-related reasons and ordinary dismissals outside the probationary period. For more information, we want to refer you to Flink's code of conduct, the behavioral standards, and the disciplinary actions matrix.
Reasons for warnings
Lateness;
Compliance violations;
Unexcused absence;
Failure to follow company policy regarding sick leave;
Breaches of company regulations.
Important:
For more details on the warnings, please refer to the disciplinary actions matrix.
Procedure
Hub Employees warnings are requested via this form only after discussion with City Manager.
Warnings (for Hub Managers) can be requested via this form.
Step 1: Discuss with your City Manager/ Head of Country Operations and People Partner if the reason for the warning is valid;
Step 2: Make a copy of the warning letter FORMAT - Official Warning and adjust it accordingly;
Step 3: Your City Manager/Head of Country Operations and People Partner will review the letter and provide feedback, also share with People Partner for information;
Step 4: After the warning is approved, send the warning as a PDF via ticket/mail to the Employee and People in CC. People will add the warning to the employee's personnel file.
Important note: The warning should be accompanied by a conversation of the Manager with the employee explaining and giving feedback regarding the warning before you send out the warning.
Important:
Even if the employee does not want to acknowledge the warning, the warning is still legally valid.
Terminations
Termination Rules
Terminations must be rational decisions which are well-considered.
Terminations cannot be revoked and should always be discussed first with City Manager and/or Head of Country Operations and the People Team (for SL and HM) and Rider Care (regarding Riders and Ops Associates(+))
If the above point is not possible (because of the weekend for example), you are allowed to suspend that employee with maintenance of salary after discussion with your City Manager. Please make sure to confirm this via email with your manager and the People Team in CC and tell the employee the situation will be investigated further by the People Team and an official letter will be sent out the next working day.
Before giving a termination notice, you should always consider whether a warning or even feedback conversation would help. If this is the case, please follow the steps outlined above in ‘Procedure’.
Within the probation period, an employee can be terminated without a reason.
Outside the probation period, there must be a valid reason for it, or the offense must have already been warned. Evidence and witnesses must be collected here to support the reason for termination in the event of any legal action.
Verbal terminations are not sufficient, so it must always be in writing done by the Rider Ops or People Team.
Important:
Please always make sure to request probationary period terminations in good time, which is 2 months in the E-Commerce CLA. Frequently asked questions.
When is a notice of termination valid? A notice of termination is only valid when it is sent to the Employee during the probationary period.
Example: If an employee is almost at the end of their probationary period, the notice of termination can only be given within this period if it as the notice of termination is sent to the employee in question within the probation period.
Termination during illness? Within the probation period, there is no special protection against dismissal, even during illness. Thus, the notice of termination can be given during the agreed probation period (max. 2 months) effective immediately as soon as the notice of termination is sent to the employee.
Settlement agreements
Important:
A settlement agreement can only be used in highly exceptional cases. We do not just give a settlement agreement. If you think a settlement agreement is necessary, please follow these steps:
Discuss with your City Manager or Head of Country Operations if it’s regarding a Shift Lead.
If the termination agreement meets the conditions, it will be drawn up by the People Partners and sent via email to the employee, Hub Manager and City or Head of Country Operations
The City Manager or Head of Country Operations makes sure it’s signed by the respective employee via DocuSign.
Important:
The settlement agreement is not effective without the employee's signature. Therefore, always inform the responsible People Ops partner if complications arise (e.g. employee does not sign it).
Manager’s self-service
Delegation of workflows (only relevant for City Managers and Head of Country Operations as Riders/Pickers and Shift Leads request vacation in Quinyx)Since vacation requests in SAP are automatically approved after 5 days it is crucial for our managers to check their SAP workflows every day. This can be difficult to manage while you are on vacation or on a sick leave. From now on you will be able to delegate your workflows to another person for a certain period of time, so that someone always has an eye on the incoming ones.
Visa
It is important that every employee who has a visa always has a current residence permit with a valid work permit.
What to look for in new starters
Inform employees that a valid visa must always be available in the system.
The employee can upload this via the Hub Care Form.
Important:
If this is not done in time, the Quinyx account will be paused and will not be reactivated until valid documentation is provided.
Contract Changes
Before requesting a change, check that a valid visa has been submitted by the employee.
Pregnancy
Pregnancies must always be reported to the People Team. This is done via the this from for all employees. Please also submit a document from the employee informing them about the pregnancy and the expected date of birth.
Leave policy
In case of sickness, please inform your Manager via phone and email. Also add your sick leave in the absence module in SAP SF. Latest should be the morning of your absence.
You are legally required to do everything possible to return to work as soon as possible, be available between 9AM and 2PM for any possible questions. If sick for a longer period of time we register your sickness with De Nieuwe Arts (our arbo service). Follow the process as required by law and keep your manager in the loop.
Once you’re feeling better you can report better in SAP SF and inform your manager accordingly.
Policy for (sick) leave
What to do with an action or strike in the hub
Employees have the right to strike - we are not allowed to stop them.
People who strike should not stop people who choose to work and obstruct operations:
They cannot withhold colleagues who like to work;
They are not allowed to obstruct the business, so they should keep the entrance clear, and allow riders to ride.
It’s forbidden for strikers to use violence, cause destruction and/or threaten employees.
The strike cannot be joined by employees from external companies such as YoungOnes.
To do’s
Inform your City Manager and the People Team immediately
Employees who stop work during a strike or other form of collective action are not entitled to wages over the time that they do not work: Inform people that time not worked will not be paid out
Keep people who do not strike insight the hub and rearrange tasks to keep the hub operational
Keep the people striking outside: they are not allowed in the hub
Station a representative of Flink at the entrance to protect those willing to work, if necessary
Address any instances of intimidation and provocation of people willing to work by the unions/strikers: they are not allowed to do this
Do not allow for any strike material to be placed inside the hub
If there is press, do not talk to them directly and refer them to HQ
Keep record of people striking and hours not worked to reduce this from their paid hours.
Keep record of all events done by the people striking
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