Document:

Form of Restricted Stock Grant

 Exhibit 10.16 
 SITEL WORLDWIDE CORPORATION 
 RESTRICTED
STOCK GRANT PLAN AND AGREEMENT 
 [US] 

This is a Restricted Stock Grant Plan and Agreement (this “Agreement”) effective as of
«Certificate_Date», by and between SITEL Worldwide Corporation (the “Company”), a Delaware corporation, 3102 West End Avenue, Suite 1000, Nashville, Tennessee 37203 and «Transferee», who resides at
«Address_1», «City», «StProvince» «Postal_Code» (“Employee”). 

Recitals 
 A.      In consideration of Employee’s continued employment with the Company, the Company wishes to grant Employee shares of the common stock of the Company, subject to
vesting when there is a Liquidity Event of the Company. 
 B.      The Company and
Employee deem it to be in their mutual best interests to provide for certain restrictions on the transfer of the stock, and for the purchase by the Company of such stock upon the occurrence of certain events. The Company and Employee believe that
such restrictions will minimize the business disruption that could result from transfers not made in accordance with this Agreement. 
 Agreement 
 NOW THEREFORE, in consideration of the mutual
benefits and covenants of the parties set forth in this Agreement, the parties agree as follows: 
 Section 1 --
Definitions 
 As used in this Agreement: 

1.1      “Affiliate” means, as to any Person, any other
Person that directly or indirectly through one or more intermediaries controls, is controlled by or is under common control with the Person, as determined for purposes of the Securities Act of 1933. For purposes hereof, LLC2 and any successor in
interest thereof and Onex Corporation shall be deemed affiliates of the Company. 

1.2      “Board” means the Company’s Board of
Directors. 
 1.3      “Cause” means Employee’s employment
with the Company is terminated by the Company due to (i) Employee’s material breach of a written agreement between Employee and the Company; (ii) Employee’s conviction of a felony; (iii) Employee’s breach of
“insider trading” or other material securities laws; (iv) Employee’s material breach of a Company policy; or (v) Employee’s disparagement of Company. 

 1.4      “Change in
Control” of the Company shall mean the first to occur of the following events: (i) any sale, lease, exchange, or other transfer (in one transaction or in a series of related transactions) of all or substantially all of the assets
of the Company, other than to an entity controlled by the Company; or (ii) the acquisition by any Person or group of related Persons for purposes of the Securities Exchange Act of 1934, as amended (the “Exchange Act”) (other than the
Company, its Affiliates, LLC2 and/or any Affiliate thereof, singly or as a group) of the power, directly or indirectly, to vote or direct the voting of securities having more than 50 percent of the ordinary voting power for the election of directors
of the Company. 
 1.5      “Code” means the
Internal Revenue Code of 1986, as amended from time to time. 

1.6      “Committee” means the committee appointed by the
Board to administer this Agreement, or, if no committee is appointed, the Board, provided that when and for so long as the Company is subject to reporting requirements of the Exchange Act, the Committee shall be comprised solely of two or more
“Non-employee Directors” as defined in Rule 16b-3, as amended, promulgated thereunder. 

1.7      “Company” means SITEL Worldwide Corporation or its
successors and, for purposes of the definition and application of Change in Control, such corporation and its operating subsidiaries taken as a whole. 
 1.8      “Disability” means Employee’s inability to perform Employee’s duties for the Company with or without reasonable
accommodation by reason of illness, disease, or mental or physical disability or incapacity for a period of 120 consecutive calendar days or 160 non-consecutive calendar days within any 12 month period, provided that Employee will not be considered
to have a Disability if the inability to perform duties is on account of Employee’s participation in a war or riot, commission of a felony, suicide attempt, self-inflicted injury or voluntary participation in a hazardous activity. 

1.9      “Freely Tradable” with regard to the Stock shall
mean such time as any class of the Company’s common stock is admitted to trading or quotation on any of the Toronto Stock Exchange, New York Stock Exchange, NASDAQ, or in each case, any successor thereto, or any other stock exchange or
exchanges as may be approved by the Board. 
 1.10    “Good Reason” means:
(a) the Company’s material breach of this Agreement or another agreement with Employee that is not otherwise cured within thirty (30) days after you have delivered written notice of such breach to the Company; (b) a material
diminution of Employee’s title, status, reporting relationship, job duties, or compensation, or relocation of the Employee’s office by more than fifty (50) miles, in each case which is not reversed within thirty (30) days after
you have delivered written notice of such breach to the Company; or (c) the Company’s failure to pay you on a timely basis any compensation or benefits due and payable to you that is not otherwise paid within thirty (30) days after
you have delivered written notice of such failure to the Company. 

1.11    “LLC2” means Onex ClientLogic Holdings, LLC, and any successor
in interest thereto that is also an Affiliate of Onex Corporation. 

  
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 1.12    “Liquidity Event”
means the first to occur of any of the following: (i) a Change in Control, (ii) the Stock becoming Freely Tradable, or (iii) the liquidation or winding up of the Company. 

1.13    “Person” means any person or entity of any nature whatsoever,
including but not limited to an individual, firm, company, corporation, partnership or trust. 

1.14    “Stock” means shares of the Company’s Class A Voting
Common Stock authorized pursuant to the Company’s Certificate of Incorporation. 

1.15    “Restriction Period” means the period of time
from the date of this Agreement to the date when the restrictions placed on the Restricted Stock in this Agreement lapse as provided in Section 2.2 of this Agreement. 

1.16    “Restricted Stock” means Stock granted to Employee in
Section 2.1 of this Agreement for which the Restriction Period is still in effect under Section 2.2 of this Agreement. 

Section 2 -- Stock Grant 
 2.1      Grant.  The Company hereby grants to Employee, subject to the restrictions contained in Section 2.2 and elsewhere in this Agreement,
«Shares» shares of Stock (each a “Share”, collectively the “Shares”). Such Shares shall be evidenced by stock certificates issued as soon as practicable after the date of this Agreement.
The Secretary of the Company shall hold certificates evidencing restricted Shares for Employee’s benefit until the Restriction Period described in Section 2.2 lapses or the Shares are forfeited to the Company in accordance with
Section 2.2. In the event of any merger, reorganization, recapitalization, or other change in the corporate structure of the Company affecting the number of Shares of Restricted Stock, or if any securities are received as a dividend on
Restricted Stock, new or additional shares or securities shall be subject to the same terms and conditions as the original Restricted Stock. 
 2.2      Restriction Period.  The Shares granted to Employee shall be Restricted Stock and shall be forfeited to the Company and immediately be
surrendered to the Company in the event Employee ceases to be employed by the Company during the Restriction Period, as follows: The Restriction Period shall begin at the inception of this Agreement and shall lapse upon the earliest of the following
events to occur: 
 (i)        A Liquidity Event; 

(ii)       Employee’s death or the date Employee becomes Disabled 

(iii)      The date Employee’s employment with the Company is terminated by the
Company without Cause or by Employee due to Good Reason. 
 The Shares shall be forfeited if Employee resigns or
terminates employment without Good Reason during the Restriction Period. 

  
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 2.3      Expiration of Restriction
Period.  At the expiration of the Restriction Period, the restrictions contained in Section 2.2 of this Agreement shall expire, and the Company shall, subject to the provisions of Sections 2.7 and 2.8, deliver to Employee a
certificate evidencing Employee’s ownership of those Shares free of the restrictions. 
 Notwithstanding
the forgoing, in the event lifting of the Restriction Period would cause compensation income to Employee within the meaning of Section 280G of the Internal Revenue Code (as amended) that would cause the Company to lose any of its deduction for
compensation paid to Employee, the Restriction Period shall not end, and Employee shall forfeit at the date of the Liquidity Event the minimum number of Shares needed to ensure that no Company deduction is lost under Section 280G, all as
determined in good faith by the Company. Such forfeiture shall be of the Shares with respect to which the Restriction Period would lift latest in time. 
 Company hereby agrees to use reasonable efforts to obtain shareholder approval for the lifting of the Restriction Period for the Shares, and in the event shareholder approval is obtained in compliance
with Code Section 280G, the lifting of the Restriction Period for the shares in accordance with this Agreement will be exempt from 280G to the extent of such approval. 

2.4      No Assignment; Rights During Restriction Period.  During
the Restriction Period, Employee may not sell, transfer, pledge, assign or otherwise dispose of shares of Restricted Stock or rights therein. Any attempt by Employee to sell, transfer, pledge, assign or otherwise dispose of Restricted Stock or
rights therein shall cause immediate forfeiture of those Shares of Restricted Stock. Except as provided in the previous sentence, Employee shall have, with respect to Restricted Stock, all of the rights of a stockholder of the Company, including the
right to vote the Shares and the right to receive all dividends and other distributions with respect to such Shares. Notwithstanding the forgoing, Employee’s Shares may be transferred to Employee’s estate or a beneficiary in the event of
Employee’s death during the Restriction Period. 

2.5      Taxes.  Employee shall make arrangements satisfactory to
the Company to pay to the Company all federal, state, local and other taxes required to be withheld with respect to the Shares granted to Employee pursuant to Section 2.1 or any proceeds thereon at the time such taxes are required to be
withheld. As of the date of this Agreement, taxes are required to be withheld as the Restriction Period lapses with respect to the Shares, except to the extent Employee makes an election pursuant to Section 83(b) of the Code to include in
Employee’s gross income for federal income tax purposes an amount equal to the fair market value (on the date the Stock is transferred) of the Stock granted to Employee within 30 days of the date of this Agreement. The Company, in its complete
discretion, shall have the right to withhold from any payment of any kind otherwise due from the Company to Employee an amount equal to the minimum required withholding tax, and to retain and withhold a number of Shares having a fair market value
equal to the amount of such taxes and cancel (in whole or in part) any such Shares so withheld in order to reimburse the Company for any such taxes. The Company’s rights in the preceding sentence shall not relieve Employee of Employee’s
obligation to make satisfactory arrangements for satisfaction of withholding obligations as they become due. 

2.6      Code Section 83(b) Election.  Employee may, within 30
days of the date of this Agreement, elect in accordance with Code Section 83(b) to include in Employee’s gross income 

  
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for federal income tax purposes an amount equal to all or a portion of the Fair Market Value (as of the date of this Agreement) of the Shares granted in Section 2.1, provided that Employee
may not make such election without arranging for satisfaction of tax withholding obligations created by such election in accordance with Section 2.5. 
 2.7      Securities Law Compliance.  The Shares granted pursuant to this Agreement shall be granted in accordance with registration requirements of
U.S. federal and state securities law, or shall be in accordance with an exemption from those registration requirements. Transferability of such Shares is subject to restrictions imposed by the applicable U.S. federal and state (and other)
securities laws, and one or more restrictive legends will be placed on the share certificates. Such restrictive legends shall indicate that the Shares were granted pursuant to this Agreement and transfer of such Shares is subject to the limitations
in this Agreement. Employee hereby agrees that he is acquiring such Shares for Employee’s own account for investment and not with the view to any resale or redistribution thereof, and not on behalf of any other person. Employee further agrees
not to sell Shares except in accordance with, or pursuant to, an exemption from the registration requirements of the Securities Act of 1933 and any applicable state or other securities laws. The following legend shall be placed upon each certificate
evidencing Shares: 
 An agreement dated as of «Certificate_Date» has been entered
into between the shareholder and the Company and has been delivered to the Secretary to be kept on file at the Company’s registered office. That agreement imposes various restrictions upon the transfer of the shares represented by this
certificate and creates various options, rights and interests with respect to those shares. 

2.8      Offset for Amounts Owed to the Company.  Notwithstanding
any provision of this Agreement to the contrary, the Company may transfer to itself or retain Shares having a value equal to any amount reasonably believed by the Company to be owed by Employee to Company. Employee shall forfeit all Shares with
respect to which the Restriction Period has not lapsed if Employee is found to have willfully engaged in conduct which the Company finds to be materially and demonstrably injurious to Company, monetarily or otherwise. 

2.9      Full-Dilution; Exchange or Conversion; Cooperation.  

  (i)      The Shares represented hereby are outstanding and will be taken into
account in all outstanding or fully-diluted calculations as required. In the event of any merger, reorganization, consolidation, recapitalization, stock dividend, share combination, or other change in the corporate structure of the Company affecting
the number or attributes of the outstanding Stock of the Company, such change shall apply to the Shares in the same manner as to all Stock of the Company. 
 (ii)       In the event of a Change in Control which results in the Stock being exchanged for or converted into securities (the “New Securities”) of another
entity (the “New Entity”), which may or may not be an entity subject to U.S. tax and/or securities laws, the issue of any such New Securities is subject to compliance with the laws, rules and regulations of all

  
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jurisdictions and regulatory authorities applicable thereto, and to the requirements of any stock exchange or other market on which the New Securities may be listed or quoted. Employee agrees
(a) to comply with all applicable laws, rules, regulations and requirements, (b) to furnish to the Company and/or the New Entity any information, report and/or undertakings required to comply with all applicable laws, rules, regulations
and requirements and (c) to fully cooperate with the Company and/or the New Entity in complying with all applicable laws, rules, regulations and requirements. 

Section 3 -- Additional Restrictions on Transfer – Stockholders’ Agreement. 

As a condition to issuance of Shares hereunder, Employee must sign a joinder agreement to be bound by the Company’s
Amended and Restated Stockholders’ Agreement dated August 15, 2000, as amended (to the extent such agreement has not been previously signed or joined). The Stockholders’ Agreement includes certain restrictions on transfer of the
Shares. 
 Section 4 -- Administration 

4.1      Committee Governance.      This
Agreement shall be administered by the Committee. 
 4.2      Committee to
Interpret Plan.    Subject to the provisions of this Agreement, the Committee shall have sole power to (i) construe and interpret the Agreement; (ii) establish, amend or waive rules and regulations for its
administration; (iii) determine and accelerate the termination of any Restriction Period; and (iv) correct inconsistencies in the Agreement or in any other instrument relating to the grant of Stock. Notwithstanding the foregoing, no action
of the Committee may, without the consent of Employee, adversely affect the rights of Employee. 

4.3      Exculpation.  No member of the Board or the Committee
shall be liable for actions or determinations made in good faith with respect to the Agreement. 

4.4      Decisions Binding.    All determinations and
decisions made by the Board or the Committee pursuant to the Plan, including factual determinations, shall be final, conclusive and binding on all persons, including the Company, its Affiliates, its shareholders, Employee and Employee’s estate
and assignees. 
 Section 5 -- Miscellaneous 

5.1      Not a Contract of Employment.  This Agreement does not
confer on Employee any right to continue in the employment of the Company, nor does it affect in any way the Company’s right to terminate Employee’s employment at any time for any reason or for no reason. Employee retains the right to
discontinue Employee’s employment at any time. 

  
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5.2      Benefit.  This Agreement shall benefit and bind the
Company, its successors and assigns, and Employee and Employee’s heirs, personal representatives, executors, administrators and permitted assigns. 
 5.3      Headings.  The headings used in this Agreement have been included for ease of reference, and shall not be considered in the interpretation or
construction of this Agreement. 
 5.4      Governing
Law.   The laws of the State of Tennessee shall govern the validity, construction, interpretation and enforcement of this Agreement, without regard to or application of its conflicts of law principles. 

5.5      Notices.   All notices, approvals, consents and
demands required or permitted under this Agreement shall be in writing and sent by hand delivery, facsimile, overnight mail, certified mail or registered mail, postage prepaid, to the Company at its address shown in the preamble of this Agreement,
or to Employee at Employee’s address shown in such preamble, and shall be deemed given when delivered by hand delivery, transmitted by facsimile or mailed by overnight, certified or registered mail. Either party may specify a different address
by notifying the other party in writing of the different address. 

5.6      Pronouns and Number.  Wherever from the context it appears
appropriate, each term stated in either the singular or the plural shall include the singular and the plural, and pronouns stated in either the masculine, feminine or neuter gender shall include the masculine, feminine and neuter gender. 

5.7      Counterparts.  This Agreement may be executed in several
counterparts, each of which shall be deemed an original but all of which shall constitute one and the same instrument. 
 5.8      Modification.  Subject to Section 4.2, this Agreement may be altered in whole or in part at any time only by amending this Agreement by
a written instrument signed by the Company and Employee. 

5.9      Complete and Final Agreement.  This Agreement contains the
complete and final expression of the agreement between the parties with respect to the subject matter hereof. 

  
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 5.10    Effect on Other
Plans.  Except as may be otherwise and specifically stated in any other employee benefit plan, policy or program, compensation realized under this award shall not be treated as compensation for any purposes of calculating an
employee’s benefit under any such plan, policy or program. 
 IN WITNESS WHEREOF, the parties hereto have
executed this Agreement effective as of the date first set forth above. 
  

					
	SITEL Worldwide Corporation
	(the “Company”)
		
	By:	 	 David L. Beckman, Jr.

			
	Title:	 	 Chief Legal Officer and Secretary
	 	
	
	(“Employee”)
	
	  

	«Transferee»

  
 82011 Global Management Incentive Plan

 Exhibit 10.17 
 SITEL 
 2011 Global Management Incentive Plan 

For the President & Chief Operating Officer 

 
  
 Objective: 
 The 2011 Global Management Incentive Plan
(“MIP”) is designed to attract, reward and retain designated members of the Executive Leadership Team (“ELT Members” or “Participants”) of SITEL Worldwide Corporation (regardless of whether they are employed by Sitel
Operating Corporation or its subsidiaries or affiliates) (“Sitel” or the “Company”) for performance that has a significant impact on Sitel’s success. The MIP proposes to motivate Participants by linking incentive
compensation to achieving designated performance goals. The President & Chief Operating Officer (the “Participant”) is eligible to participate in the MIP as described herein. 

Effective Dates: 

The MIP is effective January 1, 2011 and continues through December 31, 2011, unless otherwise modified, extended
or terminated as provided for herein. 
 Participant Eligibility: 

The Participant is eligible to participate in the 2011 MIP. Eligibility to participate in the MIP is stated in the Participant’s
employment agreement. If there is any conflict between the terms of the MIP and the Participant’s employment agreement, the terms of the independent employment agreement shall control. This plan shall control where the employment agreement is
silent. 
 The Participant must be hired or promoted by Sitel into a MIP-eligible position prior to October 1, 2011
to participate in any component of the 2011 MIP. 
 The Participant is eligible to participate in the MIP the first day of the
month following their hire or promotion into a MIP eligible position. Payments of earned awards will be pro-rated to the number of full months in the MIP. (Example: The Participant hired on April 15, 2011 would become eligible for the 2011
MIP on May 1, 2011 and payout would be prorated for two months of the Q2 2011 award and for eight months of the 2011 annual award). 
 If the Participant moves to a job that has a different award level incentive opportunity during the MIP year, earned awards will be pro-rated for the number of months at each level, effective the first
day of the month following the job change. 
 The Participant must meet or exceed overall job expectations to be eligible for
participation and payment under the Plan unless prohibited by law or contract. 
 Annual Incentive Award Potential: 

The Participant will be eligible to receive an incentive award equal to a percentage of annualized base salary and in accordance with
applicable employment agreements. The incentive award will be earned by the Participant as described herein. 
 The specific
targets and ranges for each component of the incentive award will be communicated to the Participant and agreed, where required. The MIP applicable to the Participant is composed of a Performance Award comprised of three components. The Participant
is not eligible to participate in the Discretionary Award pool that is applicable to other participants in the MIP. 

  
 Page 1 of 3

	
	PERFORMANCE AWARD

 

	
	 President and Chief Operating
Officer

 For the Participant, 100% of the target incentive Performance Award is tied to
achievement of Annual Corporate Performance Goals and paid annually. Annual Corporate Performance Goals are comprised of: 
  

	 	a.	 Corporate EBITDA (weighted at 50% of the total Annual Corporate Performance Award). Corporate EBITDA is defined as Adjusted EBITDA as
determined in accordance with the terms of Sitel’s Senior Secured Credit Facility existing on the date hereof. 

  

	 	b.	 Revolving Credit (weighted at 25% of the total Annual Corporate Performance Award). The Revolving Credit Goal represents the targeted
outstanding balance of the revolving portion of the Company’s Senior Secured Credit Facility as of December 31, 2011. 

  

	 	c.	 Client Satisfaction NPS®1 (weighted at 25% of the total Annual Corporate Performance Award). The NPS (or Net Promoter Score) is prepared from time to time by the Company as a measure of customer satisfaction based on the level at
which our clients would recommend Sitel as a service provider. 

 Annual Corporate Performance
Goals are set by the compensation committee of the Board of Directors of SITEL Worldwide Corporation (“compensation committee”). No incentive award based on Annual Corporate Performance Goals will be paid unless the Corporate EBITDA
threshold is achieved. Any exception or revision to Annual Corporate Performance Goals, where legally allowed, may be determined from time to time by the President and COO, as confirmed by the compensation committee. 

Timing of MIP Award Payments: 
 If goals are met, earned awards will be calculated using the Participant’s annualized base pay that is in effect on the last day of the calendar year. Awards earned for the calendar fiscal year will
be paid no later than March 15 of the calendar year following the calendar year for which the bonus is earned. 
 Forfeiture of
Awards: 
 Awards will be paid to the Participant if employed on the payout date. If the Participant’s
employment terminates, regardless of the reason, during the plan year it is deemed to have forfeited awards earned unless otherwise required by law or employment contract. The Company retains discretion to pay out an award, on a pro rata basis, to
the Participant if not employed on the payout date. 
 In the event of the Participant’s death during the performance
period, any incentive award earned during that period will be paid to the legal representative of the Participant. 
 If the
Participant is on paid approved leave of absence, the award will be prorated for any full month worked during the calendar fiscal year will be paid no later than March 15 of the calendar year following the calendar year for which the bonus is
earned. (For example, if the Participant is on paid disability leave of absence the Participant is not eligible to earn an incentive during the Participant’s absence since the Participant is not working). 

 
  

1 Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Syxtems, Inc, Bain & Company, Inc.
and Fred Reichheld. 

  

					
		 	Page 2 of 3	 	CONFIDENTIAL

 If the Participant manipulates or attempts to manipulate the MIP for personal gain the
Participant is not eligible to participate in the MIP, will forfeit any potential awards, and will be subject to appropriate disciplinary action up to and including termination of employment. 
 Taxes: 
 All payouts are subject to applicable withholding taxes for the respective
tax jurisdiction. 
 Administration 
 The Participant will receive a copy of the 2011 Global MIP Plan document for President & Chief Operating Officer for signature. The Participant must sign to acknowledge their understanding and
acceptance of the Plan to receive payment for any earned awards. * Global Compensation will retain signed, original MIP documents centrally. 
 All award calculations and payments are subject to final approval of the compensation committee for participants in all incentive plans, where allowed by law and employment contract. 

Sitel through itself and its subsidiaries and affiliates reserves the right to adjust, amend, terminate or suspend the MIP at its
discretion where allow by law and contract, if applicable. In the event of such action, written notification will be provided to Participants. 
 Participation in the MIP does not imply nor constitute a contract of employment for a definite term. Payment on any particular occasion of any bonus amount in accordance with the MIP shall not create the
presumption that any further bonus amount will be paid to the Participant thereafter under the MIP or otherwise. 
  

	
	
	

 I acknowledge, understand and accept the terms of the 2011 Global Management Incentive Plan.

  

									
	  
	 		  	  

	Printed Name            	 		  	Country of Residence
	  
	 		  	  
	  	
	Participant Signature	 		  	Date                        
    

 *Please retain a copy of signed document for your files and forward original to Global Compensation in
Nashville, TN, US within ten (10) days of acceptance. 

  

					
		 	Page 3 of 3	 	CONFIDENTIAL

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