The region’s MFIs have consistently sustained high growth rates over a period of years. Practitioners and industry experts both agree that rapid growth requires aligning human capital practices with business strategy. While there is a need to develop strong middle and senior management teams on the one hand, and to recruit and train suitable candidates at the entry level, many MFIs lack a systematic and integrated approach to the human resource function. The purpose of this session is to highlight the importance of a strategic framework for human capital and the means for beginning its implementation. Examples will be provided by a leading MFI in the region as well as from a panel composed of staff award winners from across the region.

Human Resource Challenges and Successes in Microfinance (AGFUND Session)

How MFIs can overcome human resource challenges that limit their ability to fulfill institutional goals in serving the poor with quality and efficiency?  This session will

WAM: Gender Factor in Microfinance

The Arab Region’s Chapter of Women Advancing Microfinance (WAM) focuses, inter alia, on promoting a greater participation of women in the microfinance sector -- both in terms of staffing and in terms of beneficiary clients. This WAM-sponsored session discusses:

• The importance of lending to women;
• The need to hire and promote female staff members; and
• Solutions to overcome the challenges of working with female staff members.

Transparency and Consumer Protection

This session covers the basic principles of transparency and consumer protection and the importance thereof for the future of microfinance. The discussion will focus on

• Transitioning the industry to transparent pricing;
• Developing the ability of MFIs to assess client protection practices; and
• Initiatives to redress deficiencies.

ED Roundtable

Open exclusively to Sanabel member Executive Directors, this round table discussion will center around two to three “hot topics” selected by the session moderator based on feedback from the Executive Directors. Leaders of the industry will discuss their common challenges and ways that they can work together to move the industry forward.

Mobile Banking and Technology in Microfinance

Over 1.5 billion mobile phone users live in developing countries and many of them do not have access to formal financial services. Mobile banking can increase financial services options available to the poor and has proven to be successful in some markets.  What is the outlook for mobile banking in the Arab region?  Will the regulatory environment allow mobile microfinance products? What should practitioners be doing today to prepare for mobile delivery mechanisms? Aside from mobile banking, what other models leverage the microfinance and technology to improve the quality of clients lives?

Hire Right, Right from the Start

On average, the MFI industry is growing at a rate of over 20% per year. To sustain this growth rate and implement even more ambitious growth plans, MFIs collectively must hire, train and retain thousands of new staff members each year.  When faced with the need to hire many, how can MFIs identify the potential for greatness during the recruitment and selection process?  This session will provide participants with an understanding best practice for recruiting entry level through senior level staff. It also addresses the mechanisms required for staff members to realize their full potential.  Examples from the corporate and microfinance sectors are explored and Human Resources Managers from the region will discuss various methods utilized to overcome the challenges of hiring right from the start.

MFI Financial Primer

As the microfinance landscape changes across the region, more and more MFIs will need to negotiate funding terms with commercial banks and investors.  This interactive session will cover the basics of seeking commercial funding through a mock negotiation involving investors, MFI senior management and the audience.

New Products: Youth and Insurance

With over half of the population of the Arab region is under the age of 25, the youth market will become increasing important.  The first portion of this session will focus on current models and research from the Arab region on how to evaluate emerging best practices in youth lending.  Also during this session, innovations in micro-insurance will be discussed.

Social Performance

This session examines the importance of social performance management in the Arab region. A debrief of Sanabel’s has recently completed an 18-month social performance management project done in partnership with MFC and with support from Oxfam Novib will provide an overview of the progress MFIs in the region have made with SPM.  A presentation by a social rating company will provide an additional perspective on regional and global performance against social objectives.  The session will close with an overview of latest social performance activities and initiatives as well as discuss the resources available to assist MFIs in moving SPM implementation forward.

The HUMAN IMPACT: MEASURING changes in clients’ lives

 Most, if not all MFIs, in the Arab region have a social mission to improve the lives of their clients.  They also aim to operate in an ethical and responsible way in relation to staff, clients, communities and the environment within which they work.  Multiple groups within the global industry are working on standards and indicators to measure how well MFIs are performing in relation to these “social” objectives.  This session will cover the MIX’s recently launched initiative to collect information on the 22 core indicators selected by the Social Performance Task Force as well as a poverty index developed by Grameen Foundation which can assist MFIs in tracking changes in clients’ lives.  The perspective of a social investor will also be included in this session.

Financing Forum

The objective of this session is to update participants on the developments in commercial funding opportunities in the region. Topics to be covered will include: available funding mechanisms in the region, geographic areas of interest, criteria and terms of financing, as well as the state of investment readiness in the region. A sample of a successful road-show/pitch will be presented to demonstrate what commercial funders are looking for. Recommendations on how MFIs can improve their profiles to attract funding will also be discussed. A panel of investors and bankers will be on stage to answer questions during the Q&A session.

Creating a Culture of Excellence in Service Delivery

The quality of service at any institution will affect its long term financial performance, and, in the case of MFIs, the social responsibility in service to the poor. This session highlights the paramount importance of the human resource function as it relates to customer service. Building an internal customer service orientation and function at MFIs will be explored from the perspective of a solid HR strategy for developing customer loyalty and sustaining a motivated and enthusiastic team that understands and subscribes to a service culture. Quality service models and the dimensions of quality service will be presented and explored as tools for achieving MFI objectives in this regard.

Creating and Strengthening National Networks

National networks play a critical role in advancing the microfinance industry and numerous examples of successful national networks exist across the globe.  In the Arab region, initiatives to create or strengthen national networks efforts are happening in a number of countries.  The SEEP Network will present an interactive session on the key roles a network can play, components of developing a strong network strategy and how to measure the impact of a network. If you are associated with a national network, do not miss out on attending this session.