مؤتمر سنابل السنوي السادس

1. مؤتمر سنابل السنوي السادس بيروت – مايو 2009 Hiring Right, Right From The Start Moderator: Mr. Ahmad Lamaa CHF/IRAQ ACSI

2. CHF International • CHF International is a non-profit development organization whose mission is to catalyze long-lasting positive change in low- and moderate-income communities around the world, helping them to improve their social, economic and environmental conditions. • CHF International has worked in over 100 countries around the world. Currently, we are implementing nearly 90 development programs in approximately 30 countries in Latin America, Eastern Europe, the Middle East (Iraq, Palestine, Jordan, and Lebanon), Asia and Africa.

3. CHF/Iraq ACSI • In July 2003, CHF piloted the first microfinance program in Iraq Access to Credit Services Initiative (ACSI) to address the demand for credit from micro and small businesses and home owners. Since that time it has grown into the largest MFI in the country, representing 51% of the market, covering over more than 65% of Iraq’s geographical area.

4. What we will cover: • How to successfully handle growth through strategic Human Resources management • The 3 Step Process for maximizing staff performance 1. Smart Hiring 2. Proper Training 3. Attention to Retention • Importance of this Session: Your Staff is your Most Valuable Asset!

5. ACSI’s Experience • Capable, committed employees are the driving force of any company, and ACSI considers its staff to be its most valuable asset • In 2003, the concept of microfinance was new in Iraq, and recruiting an effective team was a challenge. • However, ACSI staff has since increased from the original group of 17 to 362 current employees. • ACSI was able to overcome the challenge by creating a documented, systematic process for identifying, hiring, training and retaining committed staff members.

6. Step 1: Identifying and Hiring the Right Person ACSI Hiring Process Checklist • Create Job Description with clear expectations • Post the job opening in the appropriate media channels • Review all candidate resumes, with the job description at hand to easily identify the candidates that possess the required skills • Determine short list of applicants for interview • Use interview to assess applicant's strengths and weaknesses with open ended questions that elicit detailed responses and provide insight into behavior, opinion, experience, and background. • Determine top candidate/s and check references • Make decision and send offer letter to applicant • Schedule the employee for new employee orientation • Ensure adequate probationary period to assess performance

7. Step 1 Case Study on Hiring

8. Keys to Step 1 • Appropriate job descriptions • A hiring committee made up of management and credit staff can effectively develop appropriate job descriptions and applicant requirements • Effective assessment of applicant • Interview preparation is necessary to determine desired applicant qualities • Use interview to assess applicant's strengths and weaknesses with open ended questions that elicit detailed responses and provide insight into behavior, opinion, experience, and background • Thoroughly checking at least 3 references if available • Ensure that applicant strengths match job requirements • Make competitive offer • To ensure that desired candidates accept offers, offer compensation that is competitive in the market

9. The difference Between a Dynamic, Well-Informed Loan Officer & a Lazy, Clueless LO • Self-Motivation: enthusiasm to succeed. • Confident & Cordial: to establish a relationship with the clients and create an atmosphere of trust. • Patient & Courteous: to convince and guide the potential clients through the whole process. • Product Knowledge:to answer all types of questions raised by a potential borrower and arouse an interest. • Integrity: to possesses a genuine desire to serve the client and attain client satisfaction.

10. Step 2: Training • ACSI’s successful expansion has required that it get the most from every staff member • Necessary to not only identify the right employees, but also train them to deliver the best products and services possible • All new ACSI employees undergo one day of theoretical training as an introduction to microfinance and CHF ACSI, in addition to 2 days in the field with experienced staff members.

11. Step 2 Case Study: Trainings

12. Key Components of Training Program • Responsibilities and Expectations • Target Market and Products • Policies and Procedures • Resources available to staff members

13. Step 3: Employee Development and Retention • Establish clear policies and procedures • Clear expectations are an essential management tool • Provide regular feedback • Employees must know both what they’ve done right and how to improve • Ensure effective communication between all levels of the MFI • Successes, failures, and new ideas should all be communicated • Continuously develop employee skills through effective training programs provided both internally and externally • Encourage critical thinking and innovation • Give employees space • Motivate employees

14. Keys to Employee Motivation • Employee Development Staff development should include periodic training and regular employee performance appraisals. Appraisal results should be tied to increases in responsibility and compensation. • Employee Incentive ProgramIncentive programs can be extremely valuable tools for encouraging staff behaviors that benefit the institution. ACSI carefully considers the implications of any behavior encouraged by incentive schemes. For example, encouraging higher loan volume could adversely affect service quality. • Employee Recognition and Reward Program Exceptional work warrants special recognition. Recognition of employees who exceed expectations will boost morale and encourage hard work. Remember, high morale leads to high productivity.

15. Step 3 Case Study: Advantages of Non-Cash Incentives • Memory value. • Success 1 • Success 2 • Challenge 1 • Challenge 2

16. COMPONENTS OF EMPLOYEE SATISFACTION Development Work Environment Recognition Salary Communication

17. What we covered: • How ACSI has successfully managed change and growth with strategic Human Resources management • The 3 Step Process for maximizing staff performance 1. Smart Hiring 2. Proper Training 3. Attention to Retention • This is all important because your staff is your Most Valuable Asset!