Managing Director’s Address Annual Report 2023-24 | 6 Microfinance Incentive & Relief Scheme, 2021. Our focus on customer service excellence & client protection principles was recognised with a Gold standard CPP certification by MFR, a top-notch MFI 1 grading & COCA C1 rating from CareEdge Advisory and we becoming a formal Corporate Agency for selling insurance products licensed by IRDA. Arohan’s fully capacitised senior management team has successfully led our expansion programme with our entry into the Southern India markets with a zonal office and branches in Karnataka, setting up of a dedicated Micro Enterprise Loan team to leverage credit opportunities around our branches, an MFI Alliances business growing to over INR 440 Cr in portfolio outstanding and our unique seasoned MFI borrower ArohanPrivilege offering, maturing with close to INR 144 Cr portfolio with over 30,000 borrowers. We also relaunched “Sahbhaagi”, our unique center reward and loyalty programme for customers to enhance attendance. Ours is an employee intensive business as they make all the difference in our interaction with our borrowers. We therefore exercise an unfaltering focus on providing our employees with an environment of growth, positivity and trust. In that context, we recorded the highest ever employee satisfaction score of 92 in the Great Place to Work® Trust Index© Employee Survey, ranking 35th in the Top 100 companies’ list in India, among the Top 25 in the BFSI sector and the coveted Best in the Microfinance Industry in India. We launched an energising employee anthem – “Arohan Mera Garv Mera Sammaan” and also launched “Knowledge Tank Arohan” – a blog series by the senior management group of the Company. We launched a proprietary application, “Swagatam”, facilitating seamless mass recruitment, optimizing time and resources while delivering insights through Our Staff Loan process has been automated and made completely paperless this fiscal with tighter underwriting and credit bureau reporting. Additionally, we also launched our first ever“High Potential”employee programme across the Company. Our unique working Saturday morning field connect programme, “Pragati” continues to ensure growth and learning for our last mile feet-on-street while we also draw sharp focus on capacity building of all employees through Learning & Development, resulting in significant PIP pull backs. In our constant quest to improve and optimize operational efficiencies, we launched “Disha” a digital voice activated assistant in our Business Intelligence dashboard - Vishleshan, along with the launch of a digital Document Access module allowing users to get access to relevant information with ease. We launched “Arohi”, our first AI bot employee deployed in our Debt Receivable vertical effectively following up with our customers. We have also successfully leveraged Lok Adalats for our recovery efforts with good results. We have further enhanced PQR & I-PQR quality & control discipline with proactive credit policies & nonstarter/ early delinquency tracking. We have further detailed out our Enterprise Risk Management (ERM) initiative with our own system “Sandesh”. Our active Vigilance team ensures investigation and action on fraudsters and helps her adhere to our operational processes, policies and guidelines. Most of the above were recognised by the various awards/recognition we won – AMFI WB for best IT platform; 3 prestigious “Award of Merits” at SKOCH’23, Asset Triple A IT/Cash Management Awards; ISO 9001 recertification of our Internal Audit unit; ISO 27001 recertification of the Data Security network, amongst many others. Hon’ble Chief Minister of Assam, Dr. Himanta Biswa Sarma, handing over the Cat 3, Row 1 relief cheque Receiving the recognition of Rank 35 among India’s Top 100 Best Companies to Work For
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