| 78 Annual Report | 2024-2025 internal policies, processes, and industry developments, ensuring that employees remain well-informed and agile in a constantly evolving landscape. By promoting regular knowledge checks and continuous learning, Saksham supports a culture of accountability, upskilling, and professional growth throughout the organisation. • E-Learning: In a groundbreaking step within the microfinance sector, Arohan has introduced bite-sized self-learning modules on critically relevant topics for all field employees. These modules are accessible in multiple regional languages, allowing employees to learn at their own pace. This innovative approach enables the company to rapidly disseminate information with nearly 100% coverage. • Refresher Training Programme: To ensure continuous capability enhancement and alignment with evolving business objectives, Arohan conducts a Refresher Training Programme for its field teams on a monthly basis. These specialised sessions are designed to reinforce critical business knowledge, sharpen operational skills, and maintain consistency in service delivery across the last mile. By regularly engaging frontline employees through targeted training, Arohan strengthens field execution, boosts performance, and ensures that every team member remains aligned with the organisation’s goals and standards. • 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. Some other key training interventions are listed below: • Corporate Training: Arohan conducts the ‘Corporate Training’ programme regularly throughout the year to enhance the skill and behavioural competencies of employees in support functions. These sessions cover various support functions across the 9 Zonal Offices and the Head Office. • Leadership Development Programme: Management Discussion & Analysis Targeted at nurturing the capabilities of the next 100 top-performing employees, the Leadership Development Programme spans across different verticals, encompassing both field and non-field roles. Participants undergo a rigorous assessment center by a leading third-party provider, followed by a 7-month programme comprising classroom sessions, mentoring, simulations, and self-paced learning. Individual Development Plans are collaboratively crafted by participants, supervisors, and coaches to guide them towards their goals. • Automation of Training: Arohan adapts its learning strategy to cater to the needs of millennials by introducing a socialized ‘Learning Management System.’ Courses are tailored to enhance the functional competencies of over 8600 field team members through weekly interventions and monthly assessments. • Customer Service Programme: A targeted training initiative designed for the Arohan Customer Service Team to help them excel in customer management, conflict resolution, and other service-related topics. Specific mentoring sessions are provided to employees exhibiting a low customer-centric approach. • Upskilling Intervention: Arohan implements a unique Customer Service Representatives upskilling programme to bolster their capabilities in handling challenging customer interactions, utilizing a ‘role-play’-based approach. Tailored scripts are developed for different scenarios, and employees undergo role-play training sessions to hone their skills. Statutory Training and Compliance Interventions: Safeguarding Integrity and Well-being At Arohan, we are deeply committed to upholding a workplace that is safe, ethical, and compliant with statutory obligations. Our statutory training interventions are designed not only to ensure adherence to legal requirements but also to instill a culture of respect, responsibility, and regulatory integrity across the organisation. 1. Training on Prevention of Sexual Harassment (POSH): Arohan maintains a gender-neutral, zero-tolerance policy towards sexual harassment in the workplace, recognizing its potential to impact the physical and mental well-being of any employee. We go beyond compliance by fostering a culture of safety and respect.
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