Responsible Finance Forum

Grameen Financial Services Code of Conduct e-Learning Module

Source:  The Smart Campaign

Grameen Financial Services Pvt. Ltd. (GFSL) is an Indian Non Banking Financial Company (NBFC) that strives to enable economic and social change in poor and low-income households via its financial and development services. Currently GFSL operates in the states of Maharashtra, Karnataka and Tamil Nadu, serving 321,161 active borrowers with an outstanding loan portfolio of $55.84 million. Launched in 1999 as Grameen Koota in Bangalor (Karnataka), the NGO quickly expanded to reach 2 lakh (200,000) households by 2008. Later that year Maarg, an individual lending program, was launched to meet clients’ increased demand for credit. Since then GFSL has transformed to a regulated NBFC, expanded both its financial and development services and won numerous awards—MIX Market ranked GFSL the #1 microfinance institution (MFI) in India and #4 MFI worldwide.

GFSPL was selected as a winner for the Smart Campaign Call for Tools: “Training on Ethical Staff Behavior” because their Learning Module helps create a corporate culture that values high ethical standards among staff by ensuring that staff understand the institution’s Code of Conduct.

GFSPL’s Code of Conduct E-Learning Module is used to test employee knowledge of the institution’s Code of Conduct. GFSPL’s code was created based on other codes endorsed by leading microfinance bodies in India—the Microfinance Institutions Network (MFIN) and Sa-Dhan—as well as the guidelines offered by the Smart Campaign. During GFSPL’s employee induction, all trainees are introduced to the code, as well as the institutional mission, vision, and values. Employees are trained on the expected treatment of customers, as well as appropriate and inappropriate workplace behavior. The following module is an interactive review of training material, and tests understanding of the institution’s ethical standards. GFSPL administers the test following the staff induction training, and uses it as a refresher course for all staff once a year. All employees must successfully complete each of the questions in the module.

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