CFSL - Annual report 2018

The HR Team of Cim Finance Ltd is structured under three strategic functions namely Learning and Development, Talent Acquisition and Safety and Health. The HR needs of the head office are managed by an HR Coordinator in collaboration with the HR team of Cim Finance Ltd. The HR processes described below cover mainly Cim Finance’s HR functions as the cluster employs the majority of the Group’s employees. 2017-2018 witnessed a number of changes in the way businesses operate and the rate and impact of these changes have been quite drastic at Cim Finance Ltd, with HR being at the forefront, having a huge role in leading and shaping the future of the business.  To meet the objectives set under 2017-2018 HR Strategies, HR had to shift from a ‘passive and service oriented function’ to a new organisational model that highlights the networked nature of today’s world of work; innovation-based HR platforms; learning and career programs driven by social and cognitive technologies; and employee experience strategies that put the people at the centre.  In the same context, as the role of HR changes to a more all-encompassing function, the HR function needed to be armed with technology and infrastructure that facilitates this evolution. Learning and development Cim Finance’s Learning and Development model was reinvigorated and transformed in this digital age with the introduction of an E-Learning platform which delivers 4,000 courses across a wide range of topics, video distribution, and mobile use (mobile app). This revolution in learning methods has become a catalyst for radical change, providing continuous learning opportunities and a deeply embedded culture of development and hiring from within, where Managers are made accountable for training and supporting internal candidates in current/new roles.  This new system, which also offers the opportunity to customise training courses, is an efficient way to track learning metrics and leverage the data. Apart from the training needs identified and addressed in 2018, the training needs analysis conducted in mid-2017 revealed an increasing gap between pre-established customer experience standards and customer service competencies at different levels of the organisation.  In 2018, the Cim Care Programme was launched through the Hotel School of Mauritius, an organisation which is renowned in Customer Experience. About 300 team members, mostly from the Consumer Finance department, attended this intensive course of 6 hours and benefited from key learnings, namely in Service Excellence, Self-Management and Customer Complaints Handling. The Cim Care programme represents the first phase of Customer Experience learning initiatives which will be followed by other phases to assist the employees to grow and thrive. Digital HR – Starting with an online performance review system The redesign and digitalisation of the Performance Review under the people agenda 2017-2018 has been successfully implemented, showing direct improvements in engagement, promoting a more flexible, agile and transparent approach and promoting quality and regular conversations between the reviewees and the reviewers.  This innovative online system forms part of the organisation’s transformation stages of Talent Management and the next stages in year 2018-2019 are the Competency Framework Design, a reviewed and efficient Succession Planning and a more dynamic Career Development program.  All initiatives will be supported by a new HRIS tool which will move HR business partners away from heavy and overly-administrative tasks to ensure that they have more time to engage with team members and stakeholders. Culture of leadership Leadership has been at the forefront in 2018 and we continued to focus on building a new leadership mindset that rewards innovation, experimentation, learning and customer-centric design thinking. The Executive team embarked on an Executive Education Program by ALU Business School, supported by McKinsey Academy; a course designed by Management and Leadership experts, with the objective of helping executives to be hands-on, cutting–edge and interactive.  The program encourages the participants to apply their learning directly to their respective professional environments, combining online learning with intensive, in-person simulations and discussions. HUMAN RESOURCES 34 CIM FINANCIAL SERVICES LTD ANNUAL REPORT 2018