Version 1.0
Prepared by: @Lorraine Sebata
Approved by: @Samia Thompson
Review date: 2025-09-04
Next review date: 2026-09-04
This SOP applies to all individuals involved in the recruitment and onboarding of Agents, including the HR Department, Department Managers, and the agents themselves.
The objective of this SOP is to provide a detailed, step-by-step procedure for the application, interview, and onboarding of new Agents. This ensures consistency, efficiency, and full compliance with company guidelines and legal requirements, setting the foundation for the agent's subsequent job-specific training.
This SOP applies to all individuals involved in the recruitment and onboarding of Agents, including the HR Department, Department Managers, and the agents themselves.
3.1.1 Receive Application: The HR Department receives the agent's application, which must include a CV/resume and a completed standard application form.
3.1.2 Initial Screening: HR screens the application for minimum qualifications (e.g., prior experience, education, relevant skills). Applications not meeting the criteria are respectfully declined.
3.1.3 Document Verification: HR verifies the applicant's identification and contact information.
3.1.4 Create Candidate Profile: A digital candidate profile is created in the company's recruitment system.
3.2.2 Schedule Interview: HR schedules a 15-20 minute phone or video interview with the candidate.
3.2.3 Conduct Interview: The HR representative conducts the interview to assess the candidate's communication skills, professional demeanor, and motivation for the role. Questions should be standardized.
3.2.3 Document Feedback: The HR representative documents their feedback and a recommendation in the candidate's profile (e.g., "Recommend for Second Interview" or "Do Not Proceed").
3.2.3 Schedule Interview: The Department Head/Manager schedules a more in-depth 30-minute interview with the candidate, typically with a panel of 2-3 interviewers (e.g., HR and the Chief Financial Officer).
3.2.4 Conduct Interview: The panel assesses the candidate's knowledge of the microfinance sector, ethical reasoning, problem-solving skills, and suitability for the agent role. This may include a situational or case-based question.
3.2.5 Document Feedback: Each panel member documents their individual feedback and provides a final collective recommendation.
3.3.1 Offer of Engagement: If the candidate is approved, the Department Head/Manager and HR collaborate to extend a formal offer of engagement, outlining the terms, conditions, and start date.
3.3.2 Acceptance and Documentation: The candidate signs and returns the offer letter and all required new-agent paperwork, including the agent agreement, non-disclosure agreement (NDA), and other relevant forms.
3.3.3 Background Check: HR initiates a background check to verify the candidate's identity, criminal history, and financial standing as permitted by law.
3.3.4 Welcome and Orientation: On their first day, the new agent is formally welcomed to the team, given a brief tour, and introduced to key colleagues.
3.3.5 Transition to Training: The onboarding process concludes with the formal commencement of the agent's job-specific training, which is handled by the relevant department and may be guided by the CRM Training SOP.
Candidate Application (see website)
Interview Feedback Forms (First and Second Interviews)
Offer of Engagement Letter
Background Check Reports
New Agent Checklist
This SOP will be reviewed annually by the Human Resources and relevant Operations Departments to ensure its continued effectiveness and alignment with company policies and legal requirements.
This SOP is approved by the management of the Human Resources and Operations Departments and will be effective immediately upon publication.