- SAP Managed Tags
In every organization, maintaining fairness, transparency, and trust is critical—especially when it comes to employee recognition and compensation. A recent employee grievance case within our company underscores the importance of clear communication, accountability, and structured resolution mechanisms. Here’s how a complex bonus compensation dispute was resolved effectively, with both empathy and procedural integrity.
The Background
At the close of the previous year, an employee stepped up during a colleague's extended leave of absence, taking on significant additional responsibilities. The employee’s then-manager, recognizing the extra workload and outstanding performance, acknowledged this effort through an email promising a bonus reward.
Unfortunately, the manager left the company before the bonus could be processed.
The Dispute
During the annual performance review, the new manager—unaware of the prior agreement—stated that the employee’s current pay grade did not entitle them to a bonus. He further asserted that he was not obligated to honor commitments made by his predecessor. The employee, feeling this was unjust, attempted to resolve the matter informally but received no resolution.
Feeling unheard and unsupported, the employee submitted a formal grievance, citing the unfulfilled bonus promise as a case of unfair treatment.
Step by Step:
Self-service Engagement: The employee raised a grievance regarding the unawarded bonus by submitting a case through the Employee Self-Service portal on WorkZone.
Access Notification to Open Case: The HR receives a notification about a newly submitted grievance case from the employee.
Get support through our Knowledge Base, powered by eGain:The HR Agent consults the eGain Knowledge Base, which the system automatically recommends, to access relevant information and support efficient case resolution where HR can KB via email
Resolution Room with Employee, Manager and Advisory Team: The HR schedules a meeting with the employee, Manager and Advisory in the resolution room to discuss the case.
Update Notes with Resolution Summary: The HR Agent updates the notes with a resolution summary to ensure details are recorded for future reference.
eSignature Request via DocuSign
Closing Case: Successful Resolution: Once the employee completes the eSignature, the system automatically updates the case status to 'Completed,' facilitating smoother case management and ensuring proper closure.
Outcome
Once all agreed actions were completed—documented, signed, and implemented—the grievance case was marked automatically as completed in the system. The employee felt heard and valued, while the manager was aligned with corporate protocols going forward. Most importantly, the process upheld the integrity of prior management commitments, reinforcing the organization's commitment to fairness and accountability.
