STANDARD OPERATING PROCEDURE

CLIENT ONBOARDING
SOP

Nexovate BPO – A Division of Lumacore Partners

Precision Outsourcing | Structured Integration

📄 Version: 1.0

📅 Effective: April 2026

👥 Owner: Human Resources Department

Onboarding Excellence
Standardized · Transparent · Fully Integrated

02

Purpose & Scope

Standardized onboarding for consistent service delivery

📌 PURPOSE

This SOP establishes the standardized process for onboarding new clients to Nexovate BPO. Ensures consistent service delivery, clear communication channels, timely payment processing, and professional standards.

🎯 SCOPE

All new clients onboarding to Nexovate BPO
HR Department and assigned Account Managers

⚙️ Core objective: Seamless integration from kickoff to first invoice, maximizing client satisfaction and operational efficiency.

03

Onboarding Requirements

Payment setup & verified communication channels

💳 Payment Account Setup (Wise or Stripe)

Clients must establish Wise or Stripe account before service commencement. Provide account details to Account Manager; verification ensures payment runs proceed seamlessly.

Create & verify Wise / Stripe Account
Provide details to Account Manager
Verification of ownership & currency compatibility

Contact Type	Details Required
Email Address	Primary contact email for official correspondence and invoices
Virtual Assistant Email	Email address of the assigned VA for task-specific communication
WhatsApp Number	Primary contact number for urgent matters and quick communication
Apple Messages	iMessage contact for clients preferring Apple ecosystem
Backup Contact	Secondary contact in case primary is unavailable

04

Payment Run & Invoicing

10th & 25th • weekend/holiday protocol

📅 Regular Payment Run Dates

Invoices issued on 10th and 25th of each month. If date falls on weekend/holiday, processed on preceding business day.

Scenario	Action
10th falls on Saturday	Process on Friday, 9th
10th falls on Sunday	Process on Friday, 9th
10th is public holiday	Process on preceding business day
25th weekend/holiday	Process on preceding business day

🧾 Invoice & Payment Details

Invoices sent to primary email
WhatsApp reminder on payment run date
Payment instructions included in invoice
Payments due within 2 days via Wise/Stripe

05

Service Commencement

Pre-launch readiness & VA orientation

✅ Pre-Launch Checklist

✓ Client Information Form completed

✓ Service Agreement signed

✓ Wise/Stripe Account verified

✓ Communication channels tested

✓ Virtual Assistant assigned & introduced

✓ Initial orientation meeting scheduled

👥 VA Assignment & Orientation

Dedicated Virtual Assistant assigned per client
VA email, phone & availability provided
Orientation call within 48h of commencement
Client requirements, workflows & preferences established

06

Communication Protocols

Response SLA & escalation matrix

📧 Email: Formal correspondence, response within 24 business hours.
💬 WhatsApp: Quick updates/urgent matters, response within 4 business hours. Payment reminders on 10th/25th.
🍎 Apple Messages / iMessage: Non-critical, response within 24 hours.
📢 Communication Escalation: Level 1: VA → Level 2: Account Manager → Level 3: HR Department.

⚡ Best Practices

All official correspondence archived
WhatsApp for urgent coordination only
Weekly sync between client & VA
Quarterly account reviews

07

Delivery & Data Security

Quality assurance + confidentiality framework

🎯 Service Delivery & QA

Tasks completed according to agreed specifications
Quality assurance checks performed per cycle
Monthly check-ins with VA, quarterly business reviews
Annual client feedback surveys

🔒 Confidentiality & Data Security

All client information, data, and business materials strictly confidential. Data secured via industry-standard encryption, access limited to assigned personnel. Data Confidentiality Agreement required before commencement.

08

Feedback & Issue Resolution

Structured SLA & action plans

📢 Feedback Process

Client provides feedback via email or call
Feedback documented and reviewed
Action plan within 48 hours

Severity	Description	Resolution Time
Critical	Service down / unavailable	2 business hours
High	Significant delays or errors	24 business hours
Medium	Minor issues affecting workflow	48-72 hours

09

Contract & Add. Requirements

Termination terms + compliance / tech access

⚖️ Contract & Service Termination

Service Agreement signed before commencement
Either party may terminate with 30 days' written notice
Final payment due; client data returned or deleted
Exit interview conducted

📑 Additional Onboarding Reqs

Documentation: Client Info Form, business registration, proof of signatory, tax ID, Data NDA
Compliance & Legal: client must confirm compliance with laws
Technology Access: logins, APIs, VPN credentials (revoked upon termination)
Performance: VA availability 40 hrs/week, zero-defect approach with 48h revision period

10

Document Control & Revisions

Version history & SOP governance

Version	Date	Author	Changes Made
1.0	April 2026	HR Department	Initial document creation

⏺ SOP Governance: This document outlines mandatory client onboarding procedures. All requirements including Wise/Stripe verification, communication channel setup, and confidentiality agreements must be fulfilled before service commencement.

Seamless Onboarding

Every client partnership begins with clarity, structure, and mutual success.

Nexovate BPO – A Division of Lumacore Partners
Precision Outsourcing | Dedicated Support | Predictable Growth

📧 [email protected] | SOP v1.0 — Effective April 2026

CLIENT ONBOARDINGSOP