Supporting our colleagues
The Group is committed to fostering a supportive and inclusive workplace environment where colleagues can thrive and grow professionally. Through various initiatives and policies, the Group endeavours to recruit, develop, and retain talent while ensuring motivation, wellbeing and safety of all employees.
Recruiting young talent
The Group focuses on recruiting young graduates, often from rural or semi-urban backgrounds, who are passionate about working with low-income communities. Despite economic and political challenges in some regions, the Group successfully onboarded 5,085 new team members, of which 42% were female, across its operating subsidiaries in 2024. This recruitment strategy ensures the Group continues to bring fresh perspectives and energy to its mission of financial inclusion.
Training and development
To nurture this talent, the Group emphasises on-the-job training, supplemented by a comprehensive 12-day Pre-Service Orientation (‘PSO’) programme. During PSO, new colleagues are introduced to the Company’s heritage, mission, core values, Code of Conduct, HR policies, loan appraisal process, client selection, and financial procedures, among other essential topics. In 2024, 7,718 employees underwent PSO, equipping them with the foundational knowledge and skills needed to excel in their roles.
Training continues to play a pivotal role as employees advance into senior positions, covering a wide range of areas such as anti-money laundering, diversity and inclusion, skill development, crisis management, cybersecurity, digitalisation, and role-specific training. In 2024, the Group recorded a total of 14,821 training attendees and 77,350 hours of training, underscoring its commitment to continuous learning and development.
75%
Employee satisfaction rate
75%
Staff retention rate
38%
Gender diversity
77,350
Training hours
Encouraging growth and advancement
Promotion opportunities are offered to employees who demonstrate strong leadership qualities and embody the Company’s values and core principles of the ASA Model. With a staff retention rate of 75%, retention is slightly improving. In some countries, turnover is already low, while in others it remains a focus area, with efforts aimed at supporting long-term careers and advancement within the Company. In 2024, 1788 promotions were recorded, with a notable percentage of loan officers advancing to assistant branch managers. 32% of the total promotions were awarded to female employees.
Prioritising employee satisfaction and well-being
Supporting colleague satisfaction and well-being is key to a positive work environment. The Group’s annual employee satisfaction survey reports a 75% satisfaction rate, with most employees feeling valued, treated fairly, and connected to the Company’s mission. However, feedback highlights areas for improvement, particularly in staff accommodation, benefits, work-life balance, and stress management, which remain priorities.
A new data analysis methodology introduced this year has reduced bias and provided deeper insights. While this led to a slight decrease in reported satisfaction figures, it offers a more accurate view of employee experiences. A detailed dashboard now helps each operating country identify and address key areas for improvement.
Implementing robust mechanisms for addressing employee concerns
The Group has implemented robust mechanisms to address employee concerns and maintain a constructive work environment. Employees are encouraged to report any actions that may violate laws, regulations, or Company policies through a whistleblowing system. In 2024, four whistleblowing incidents were reported across the Group. Investigations were completed and submitted to the Whistleblowing Officer, with a decision by the disciplinary committee following. To further strengthen the whistleblowing framework, the policy and training materials are currently undergoing revision.
To further enhance transparency and accountability, the Grievance Mitigation Committee (‘GMC’) addresses appeals and complaints related to workplace issues. In 2024, the GMC received a total of 22 appeals and ten direct complaints. Investigations into these cases led to corrective actions such as warnings, fund recoveries, transfers, summary dismissals, and termination of contracts. Preventative measures include ongoing training sessions and awareness programmes to ensure employees feel supported and valued.
Ensuring employee health and safety
The Group continues to prioritise the implementation of strict protocols to ensure the health and safety of its employees. These protocols include the regular monitoring and control of health and safety risks, the provision of safety and awareness training and the enforcement of preventive measures. In addition, a three-tiered accident and incident monitoring system is in place, as well as the integration of health and safety committees and occupational health checklists in each operating subsidiary, ensuring comprehensive supervision and monitoring throughout the Group. In response to workplace incidents or illnesses, the Group quickly implements emergency measures or corrective actions. It is worth noting that 222 accidents and two fatalities (health issues) were recorded during the year. In response to the number of accidents increasing, the Group has proactively engaged countries with high accident rates to improve safety measures. Despite robust safety measures, including traffic rule enforcement, license requirements, helmet use, vehicle maintenance, and awareness campaigns, 82% of accidents involved motorcycles.
