Arohan Financial Services Limited | Annual Report 2022-23

with an effectiveness score of ~88.90%. Knowledge Management Arohan has adopted a well-defined approach for its knowledge management in order to capture, organize and share knowledge within the employee cadres. 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 spanning the field and enabling functions to upgrade their knowledge of the policies, processes, and industry in line with the shifting landscape. • Weekly Communication Hour: A dedicated hour every week where the field managers communicate with their teams on updates pertaining to processes and policies, along with key strategies in line with business goals. Special training for Area Managers, Branch Heads, and Associate Branch Heads is also conducted through these forums in a ‘Train the Trainer’ format, where the participants are later expected to impart the training to their respective teams. • Thank God It’s Friday!: A development initiative for the Trainer cadre of the Company. This Friday platform encourages learnings about new state- of-the-art training initiatives that help develop the capabilities of the trainers. Going forward, this platform will be extended for other key enabling functions as well. • Refresher Training Programmes: These are specialized business training conducted for the field team on a monthly basis, ensuring last-mile connectivity aligned with the business goals. • Pragati: These are bi-weekly morning training facilitated by the Training & Development function for the field teams by their line managers. Through this platform, relevant topics pertaining to the current business scenario are covered to ensure improvement in business and other productivity metrics. • Vriddhi: A capability-building programme for Area Managers who are struggling to keep up with the rest of the organization. This intervention ensures that we are able to train one of our most critical roles in the organisation, and bring them up to speed. • E-Learning: A revolutionary move in the microfinance industry, with nugget-sized self- learning modules for the entire field employee on extremely pressing topics available to be consumed at their own pace. This helps the Company disseminate information faster with almost 100% coverage. Some other key training interventions are listed below: Corporate Training Strengthening the skill and behavioural competencies of employees in the support function, Arohan initiated the ‘Corporate Training’ programme conducted at regular intervals throughout the year. The intervention covers most of the support functions across the 8 Zonal Offices, as well as the Head Office. Managerial Development Programme This programme is targeted to impact two cadres of employees of the Company. First are the Business Leaders who run the business across the country, and the second is the Senior Leaders who are the emerging leaders of the organisation, and will be the successors to the next leadership roles. Automation of Training Arohan has continued to evolve its learning strategy to match the requirement of themillennials and socialised ‘Learning Management System.’ To this effect, the Company instituted courses targeted to build the capabilities of its 5700+ field team members on their functional competencies through weekly intervention and monthly assessments. Customer Service Programme This is a targeted training intervention for the Arohan Customer Service Team on customer management, handling conflict, and other service-related topics. Here, specific mentoring sessions are conducted for employees who have been identified for a low customer-centric approach. Upskilling Intervention In FY 2023, Arohan launched a unique intervention for its Customer Service Representatives to develop their capabilities of handling difficult customers in the form of a ‘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 91.3% 67 | Annual Report 2022-23