Our people

We are a group of companiescommitted to the person and its comprehensive development. We encourage the daily living of our Philosophy, therefore, every year we conduct the Philosophy Survey, comprised by 78 questions which evaluate some dimensions in our Philosophy, such as: Philosophy experiencing our six values, Code of Ethics and Conduct, human training, family, communication and Serviazgo.

The results by value in all Gentera are:

In 2014:

• We received the first place in the Great Place to Work Institute Mexico ranking, with a special recognition to the Pride Dimension, and we obtained the 14th place in the same ranking in Latin America. Also, we were recognized with the first place in this ranking in Mexico in the category financial companies with over 1,000 employees
• Our companies Aterna, Compartamos Banco and Gentera’s service areas obtained the recognition of Family Responsible Company, granted by NCH & Partners, due to their authentic interest in people
• We received the Responsible Healthy Organization, on behalf of the Business Council for Health and Welfare
• We implemented plans and activities, besides assigning resources to promote integrity in the three countries where we operate. Hence, we celebrated Family Day through a race, a photography contest and the Progressing as a family conference cycle
• We launched the complete F.I.S.E.P., through which our employees establish challenges and commitments to improve in the Physical, Intellectual, Social-familiar, Spiritual and Professional scopes

3,000 fulfilled commitments in Guatemala through the F.I.S.E.P. model

Furthermore, in May, 2014 we were recognized by Expansión magazine with the 4th place in the Top Companies with over 3,000 employees, which portrays the effort we dedicate to offer a solid culture and a healthy organizational environment to all employees in our companies.

Employment

At Gentera, sustained employment generation and talent’s retention are fundamental, since holding employees with better possibilities of self-improvement conveys the creation of human value, due to the financial and emotional stability provided.

The positive impacts from this employment permanence guarantee are social and economic value generation, as talent retention is translated into the preservation and growth of our current clients, through a better service, besides generating new clients and cautious risk management by means of a better credit placement.

To respond to these impacts, at Gentera we have several strategies involving each region’s person representatives –key figures who protect all employees– seeking the best options for their self-improvement, both professionally and personally. Likewise, we conduct supplementary processes like a weekly monitoring to new staff during their first year in Gentera, or well, when some employee goes through tough moments in their work; with the We expect more form you project. All the above allows us to create and preserve our employees’ loyalty.

Due to these strategies implementation we have obtained outstanding results, for every year we set institutional goals aligned with social, human and economic value creation, permanently protecting our employees’ integrity.

To ensure the expected results, we have internal and external audits, besides the execution of regulated controls and anthropological studies to improve and correct what is necessary. Another way to evaluate these measures performance is the recurrent visits from the person representatives, where their effectiveness is observed. Indicators are reported monthly in the Strategic Alignment Meetings (RAE) and Integration Meetings, in order to inform all our employees.

We recognize employees’ continuity within our Group through an annual permanence bonus, as well as with several institutional distinctions according to their seniority.

One of our main accomplishments is the general turnover rate reduction, which has optimized year after year due to constant improvement tools, such as the We expect more from you process, our distinction as one of the best companies to work in granted by Great Place to Work Institute and our consolidation as strategic partners for our internal clients.

employees by operations	Compartamos banco		Yastás		Aterna		Gentera		Compartamos financiera		Compartamos s.a.
	Mexico		Mexico		Mexico		Mexico		Peru		Guatemala
	H	M	H	M	H	M	H	M	H	M	H	M
Directors	43	12	2	1	1	1	46	27	14	8	2	-
Managers	46	41	6	4	3	1	71	68	29	4	3	2
Administrative staff	189	222	43	22	7	12	300	277	78	111	24	37
Salesforce	7,784	7,154	55	10	-	-	-	-	805	1,008	273	153
Total	8,062	7,429	106	37	11	14	417	372	926	1,131	302	192

At Gentera we promote freedom of association for all our employees; hence we are able to initiate an honest engagement to understand their problems and find the best solutions to benefit our Group and staff. This creates a healthy work environment and our employees’ proper development for their optimal performance, satisfying their professional and personal needs.

In order to achieve proper free association, we have created different communication methods to understand our employees’ requirements and generate policies that satisfy these needs, always within the applicable regulation, through the Labor Relations Management, area in charge of procuring and observing beneficial relationships between Gentera and our employees.

The mechanisms for the evaluation of these measures’ performance are the relations with unions, annual reviews of collective contracts –which cover all topics of health and safety and establish the minimum notice period of two months for negotiations and inquiries– besides external firms specialized in labor.

Compensation and benefits

In our daily activities an essential concept is the creation of an adequate work environment for our employees and their families. Thus, all our salaries and benefit are above the law’s requirements.

We have variable compensation policies, which are reviewed and updated by corporate governance bodies. Jointly, there are guidelines for the design and execution of variable compensation plans, as well as the necessary structure and financial resources for the strategy’s management.

We use methodologies for the performance measurement and position valuation in all our companies in the countries where we have presence. Our salaries levels are defined by each employee’s performance and responsibilities, so men and women enjoy the same compensations.

Average monthly salary by country
Mexico	2.03 times the minimum wage
Peru	Minimum wage
Guatemala	Minimum wage

We are convinced that by increasing life quality in Gentera, the sustained talent retention generates human value; therefore, we offer several benefits for our employees in Gentera, Compartamos Banco, Aterna and Yastás in Mexico.

Health and safety

At Gentera we are committed with our employees’ wellbeing, so we provide conferences, workshops, bulletins and special activities, whose objective is to offer information and orientation regarding heath care, sharing subjects of interest based on a monthly accident analysis, through several communication methods and monthly talks.

Some of the 2014 events are:

Conferences and workshops

• “Joint responsibility” workshop, with the purpose is to understand responsibilities between two or more people, who share a mutual obligation or commitment
• Conference about nutrition, through which we diffuse the importance of eating healthy
• Hydration conference in order to discover the importance of hydration in health
• Activation workshop, to include the importance of adopting physical activity and executing comprehensively our F.I.S.E.P.
• Activation Pause Pilot, where we encourage our employees to relax a moment in their workplace
• “Stress management” conference, through which we express the importance of stress handling in our work life to increase our life quality
• “Gastritis” conference, event in which we share this illness gravity, as well as its prevention and treatment
• Bimonthly insurance talks (life, major medical expenses, personal accidents) to state the importance and functionality of having these benefits

Bulletins

• Sleep well
• Food and stress management myths
• Beverages myths
• Exercise, the importance of calcium consumption and breastfeeding
• Physical activation: “working posture”
• Gastritis – cancer – respiratory illnesses
• Diabetes
• Respiratory illnesses “Influenza”

Special activities

• Distribution of 99 sugar testers for employees or their families who have diabetes
• Medical checks, PREVENIMSS and vaccinations. We carried out the Expo Salud event, with 1,247 participants; we conduct measurements of weight, size, blood pressure, glucose and cholesterol; besides, we applied influenza and tetanus vaccinations

Jointly with these activities, we have establishes several health committees and commissions, which represent 100% of all Gentera’s companies in Mexico:

• Security Committee, meeting in Management and Direction level
• Contingencies and Crisis Management Committee
• Business Continuity Committee
• Safety and Hygiene Committee, meeting per work center group

Injury rates

Due to our business nature, there is no high risk of professional injuries; nevertheless, we monitor our employees’ health and safety based on the Social Security Act and the Federal Law on Labor.

Number of accidents
Type of accident	CEAS		Sales		Yastás		Total
	Women	Men	Women	Men	Women	Men
Car accident	3	1	138	69	2	0	213
Motorcycles accident	0	0	153	382	0	0	535
Transport accident	1	1	45	20	0	0	67
Fall	1	1	132	52	1	0	187
Others	2	0	61	81	0	0	144
Total	7	3	529	604	3	0	1,146
Note. The types of injures have been: mouth, arms, hips, neck, back, shoulder, feet, legs, knees, calves, ankles, hands, etc. among the most frequent ones are: neck, knee, ankle and legs. During 2014, we had 1,146 injuries, which are divided in: 539 women and 607 men. By regions: Compartamos Banco, 1,133 injuries; Yastás, 3 injuries; Services (CEAS), 10 injuries and Aterna, 0 injuries. Only employees’ accidents and injuries are reported.

lost days due to professional illnesses or work injuries
	Women	Men	Total
CEAS	71	12	83
Sales	4,560	5,942	10,502
Yastás	36	0	36
Total	4,667	5,954	10,621

The process to monitor health and safety incidents is divided into several stages: “Initial medical attention notice” format filling by our Group and validated by the Labor Taxes area; delivery of “Work risk discharge ruling” format when the disability period is over; register of disabilities in the system for the corresponding payroll record; allotment of such work risk for its monitoring and production of the work risk cover once finalized.

In order to spread the cautionary principle regarding our employees’ health and safety, the files form the Safety and Hygiene and Health in the workplace Commissions include civil protection plans with detailed instructions on duties in case of contingencies caused by natural, social or delinquent factors, as well as evidence on compliance with all applicable Mexican regulations in the workplace.

Training

Our employees’ training and education is fundamental so they acquire the essential knowledge to execute their tasks in the best way possible. It provides and maintains updated the necessary tools for their functions’ proper performance, contributing to achieve institutional goals. We have a Training Direction, responsible for producing and implementing programs and training courses aligned with the Group’s policies.

Therefore, through Compartamos Banco we have designed training programs with and educational method based on experiential and practical workshops which reinforce concepts learned in classrooms. Moreover, we outlined a regional certified trainer’s scheme in order to facilitate onsite training sessions, increasing efficiency in costs and teaching times.

At the end of the face-to-face training, the Analytics of Training area monitors and informs the behavior of training practices on a monthly management scoreboard. It applies a reaction survey, which rates the employed strategy and detects needs for constant improvement. Also, employees are monitored three to six months after their training is complete, obtaining a score.

During 2014 we transitioned from a centralized model to a regional one, which implied a growth in regional trainers (18 to 80) and training headquarters (18 to 60), hence decreasing the employees’ transportation time, allowances for housing and transport and reduce the training time from 45 to 30 days.

We extended regional training to the Crédito individual product

Currently we are developing a new procedure for training that includes three aspects: performance evaluation, talent recognition and employees’ competencies in its role.

Training is based on an educational model with four learning levels, which allow employees to grow until they achieve the necessary competencies and certification in a position.

Promoters and advisers´ training involves the multiplying scheme, which entails qualifying the employee three different times during his first year. This training is online and face-to-face. The topics addressed are in regards to products’’ methodologies, as well as relation skills so the employee acquires the knowledge and tool to perform the assigned position.

100% of new commercial consultants were trained

Also, updates are carried out through face-to-face training in the branches, addressing specific methodology and relation skills topics when they need reinforcement.

In all remaining courses, employees are trained only once.

Some of the 2014 courses are:

• Induction to several work positions such as sales representatives for Crédito Mujer, CCR and Saving, consultants, administrators, Crédito Mujer, CCR and CI coordinators, branches assistant managers and mangers and agents
• Financial education
• Civil protection and security
• Compartamos Unique Benefits
• Induction to new salesforce and service areas employees
• Training in Yastás administration and operation to the commercial workforce
• Training and certification in financial operation to workforce and service areas employees
• Soft skills course aimed at commercial leader
• Pilot courses: multi-product market leader, shadow sales representative, multi-product opener sales representative, client attention executive, salesforce restructure
• “Women in leadership”
• Women’s comprehensive development

In 2014, we trained 488 employees on the Ethic Criteria Workshop, in order to raise awareness regarding the benefits of acting based on our philosophy and uphold our Code of Ethics and Conduct.

Additionally, through external training, we support employees in need of developing or reinforcing some competence or skill, with programs, congresses, conferences, workshops and certifications; besides offering them training options to contribute with strategic goals.

We favor the career acceleration of those employees, who display a consistent, outstanding and value and philosophy focused performance, supporting the beginning or conclusion of their professional studies by granting them 80-20% scholarships.

Evaluation

With the purpose of evaluating our employees’ competencies and skills, at the corporate offices we conduct an annual performance evaluation. The performance review cycle is comprised by four stages:

• 1. Planning: early in the year we establish the objectives to be achieved, aligned to the strategy
• 2. Lessons: he leader provides lessons to the employee throughout the year. After the first semester, the intermediate review process is formalized, where we monitor the objectives set at the beginning
• 3. Evaluation: formal review of the objectives achievement and valuation of the what’s and how’s
• 4. Recognition: merits recognitions are awarded to the employee if he fulfilled the goals

performance evaluation by position
	President	Executive Director	Director	Deputy Director	Manager	Employee	Administrative Staff
Mexico	2	7	32	64	205	1,085
Peru			1		32		131
Guatemala			1		9		42
*Performance evaluation carried out on employees of CEAS in Mexico, Peru and Guatemala.

After this evaluation, and if the results are satisfactory, employees may aspire to promotions. A notice is sent, depending on the project’s magnitude, the period may vary:

• Directive level: 1 to 6 months
• Deputy Director level: 2 months
• Manager level: 1 month
• Operative level: 15 days

Organizational structure

Starting in 2014, the Group led a restricting process through a new operative model internally denominated as Ideal Operative Service Model (MIOS), which is fundamental in preparing us for the future.

This model aims to guide the organization into working by processes and recognize ourselves as true operation correspondents.

MIOS is a value map in which we will find our strategies’ goals. In addition, it has the description of all value chains for our companies.

The new model included a new definition for our value chain, and within it identifies where we stand in regards to adding economic, social and human value, which are the key processes for each area, their objectives and what is our participation in this entire value map.

One of the most relevant adjustments the Group went through due to MIOS is the fact that we are currently achieving the support generation from Mexico for all three business units.