Arohan Financial Services Limited | Annual Report 2021-22

Knowledge Management As a part of its knowledge management initiative, Arohan has launched a host of programmes such as the following: Saksham: A certification programme for the critical roles of the field employees and the enabling functions to upgrade their knowledge on the policies, processes, industry and the skills to handle the evolving “new normal.” Apna Arohan Radio: An in-house radio channel to disseminate know-how on the best practices in field, industry updates, motivational nuggets and leadership messages. The Learning Curve: A training journal, published once in two months, to showcase and disseminate information on best practices on business parameters, leadership, technology etc. The target audience are the Mid-Management and Senior-Management Groups. WednesdayWisdomVideos: Bite-sized videos on the knowledge of recent changes in policy and processes, which are circulated among the field employees on a weekly basis. Corporate Training Strengthening skill and behavioural competencies of employees in the support function, Arohan initiated the “Corporate Training” programme conducted in regular intervals through the year. The intervention covered 84%of the support function across the six Zonal Offices, as well as, the Head Office. Area Managers’ Boot Camp Arohan conceptualised a flagship, half-yearly intervention to enhance the functional and skill-based competencies of its Area Managers (AM). In the FY2021-22, the intervention was focused on building the ‘Crisis Management & Feedback Sharing Skills’ among the target cadre of employees. Automation of Training Arohan has continued to evolve its learning strategy to match the requirement of the millennials and socialised “Learning Management System”. To this effect, the Company instituted courses targeted to build thecapabilitiesof its5000+field teammembers on their functional competencies through weekly intervention and monthly assessments. Training on Collaboration & Trust Focused on Zonal and Regional Cross Functional Teams, in order to help them understand the benefit of active listening in fostering a collaborative work culture, Arohan organised trainings on Collaboration & Trust. Teams were provided with tools to encourage collaboration during meetings, decision- making sessions, and other gatherings and were trained on tactics for identifying and addressing conflicts. Upskilling Intervention In FY2021-22, Arohan launched a unique intervention for its Customer Service Representative to develop their capabilities of handling difficult customers in the form of “Role Play” based approach. Specific scripts were designed for different situations and the same was enacted through role-play training sessions. As an impact of the programme, it was observed that 54% of the field employees are ‘Experts’, among the categories of Expert, Proficient andNovice as defined by the Training & Development vertical of the Company. Critical Talent Identification Programme A Talent Identification Programme was launched in FY2021-22 with the objective to identify potential employees for field leadership and enabling function roles across the Regional and Zonal Offices of Arohan. 88 Annual Report | 2021-2022