SPM Essentials is a webinar series that highlights practical strategies for today’s management challenges. The series will run throughout 2021 and will cover topics from all seven dimensions of the Universal Standards for SPM. See below for webinar presentations and recordings:

Webinar #1
Use what you have: Discovering client insights in your existing data
March 23, 2021 

This webinar discusses how to use your existing client data to reveal actionable insights. Specifically, in analyzing financial behavior by client segment, you can uncover trends in product uptake and use by your clients and use that information to improve performance.

The speakers are Mariano Frontera, Director Ejecutivo of Fundación Dominicana de Desarrollo, and Jacobo Menjovsky, independent data analyst.

Webinar #2
Practical ways to address gender-related risks at your organization
May 4, 2021
Languages: Spanish with English interpretation

Dimension 2 of the Universal Standards focuses on leadership's role in creating a culture of commitment to SPM. This webinar shares the experiences of two FSPs who have taken steps to do this by exploring how better to meet the needs of female employees and customers. In collaboration with Grameen Foundation, CREDICAMPO of El Salvador and ODEF Financiera of Honduras participated in a training and a rapid assessment that focused on gender-related risks and opportunities and are now applying lessons learned to their policies and practices.

Webinar #3
Using Client Feedback to Inform Product Design
June 8, 2021

This webinar focuses on dimension 3 of the Universal Standards, Client-centric Products and Services, and in particular on using client feedback to inform product design. Representatives from Entrepreneurs du Monde and its partner Anh Chi Em (ACE), located in Vietnam, discuss a recent client satisfaction survey that ACE implemented and how they are applying survey results to future product decisions. Representatives from the Terwilliger Center of Habitat for Humanity International and from Negros Women for Tomorrow Foundation (NWTF), located in the Philippines, share lessons learned from their work to develop a new housing product, focusing in particular on the product design phase.

Webinar #4
Responsible Use of Profits
July 7, 2021

The use of profits can be a touchy subject in financial services, but let’s get into it! Speakers from AMK (Cambodia) and GM Bank (Philippines) will share the specific ways in which they integrate client-centric decisions into their budget and business plans, and how they engage with socially committed investors. A representative from Dia Vikas will share how Dia promotes social performance through its investments. SPTF’s Amelia Greenberg will describe how dimension 6 of the Universal Standards has been revised to strengthen and clarify the management practices connected with a responsible use of profits.

Webinar #5
Listening to Employees as a Business Strategy

September 21, 2021

Employee satisfaction and feedback are an often-overlooked asset for your business. Employees know the most about your customers and can be a wealth of ideas for improving your operations and human resource development. Are you making the most of their feedback? This webinar explores these questions with speakers from Fundación Paraguaya, Crystal (Georgia), and VisionFund Mexico. 

Webinar #6
Developing Employee Capacity to Achieve Your Social Mission
October 13, 2021

ILO and SPTF co-hosted this webinar to discuss how financial service providers can improve social performance through the right employee recruitment, incentives, training, and ongoing communication about the organization's progress toward achieving its social goals. The featured speakers were Alia FARHAT of Al Majmoua (Lebanon), Andrija DRAGANIC of MonteCredit (Montenegro), and Sandhya SURESH of ESAF Small Finance Bank (India).