Rethinking well-being in microfinance

In the quiet corners of rural barangays and the bustling alleyways of urban poor communities, microfinance workers serve as lifelines—bridging financial services to the unbanked and underserved.

- JAIME ARISTOTLE B. ALIP, PHD

Armed with notebooks, gadgets, and an enduring sense of purpose, they navigate muddy roads, narrow alleys and crowded jeepneys to deliver not just loans, but hope. Yet, while much has been written about the transformative impact of microfinance on clients, far less attention has been paid to the people behind the mission.

Microfinance workers in the Philippines face unique pressures: tight performance targets, emotionally-charged client encounters, and the constant balancing act between serving communities and sustaining institutional viability. If we are to build a truly inclusive financial system, we must start by ensuring the well-being of those who make it possible.

Employee satisfaction

Last week, I attended a large MFI’s presentation on their latest Staff Satisfaction Survey and was surprised to learn about the decline in satisfaction levels among their employees. In my 40 years working with affiliated networks of microfinance institutions and social enterprises, this is the first time Ihave seen such a significant decline. When disaggregated by position and tenure, it was noted that dissatisfaction was concentrated among field workers — unit managers, area managers, and account officers.