OPERATIONAL CONTROL SOP

(For CRM, WhatsApp, Client Handling & Advisory Communication for client Vvinfine Advisor)

Document Title: Operational Control & Communication Governance Policy Effective From: 12 / Feb / 2026 Applies To: All Employees, Consultants, Advisors

1. Objective

To ensure:

• Controlled access to client data

• No unauthorized communication

• No misuse of CRM or WhatsApp

• Clear accountability in client handling

• Prevention of reputational and financial risk

2. CRM Access Policy

1. Each employee shall have individual login credentials.

2. Login sharing is strictly prohibited.

3. All activities shall be auto-logged.

4. Lead creation, reassignment, and modification must:

   • Be traceable

   • Be supported by CRM notes

5. Unauthorized lead creation or reassignment will be treated as misconduct.

3. WhatsApp & Client Communication Policy

1. Only official WhatsApp Business number shall be used.

2. No employee shall:

   • Share personal number with clients

   • Communicate advisory from personal phone

   • Create parallel client groups

3. All advisory messages must:

   • Originate from official advisory source

   • Be documented

4. Voice advisory is discouraged unless recorded.

5. Employees are strictly prohibited from:

   • Giving personal opinion differing from official advisory

   • Assuring profits

   • Discouraging stop-loss adherence

Violation will result in disciplinary action including termination.

4. Personal Contact Restriction

Employees shall not:

• Share personal or family contact details

• Accept personal payments from clients

• Enter into side arrangements

5. Payment Governance

• All client payments must go to designated company accounts only.

• No employee shall collect funds personally.

• Incentives shall be processed only through payroll.

6. Monitoring

Management may:

• Audit CRM logs

• Audit WhatsApp logs

• Review call recordings

• Conduct random compliance checks

7. Declaration

Every employee shall sign acknowledgment of this policy.