Venture: Zoona
Zoona provides financial services to underserved and financially excluded communities across Africa

Experts:
Matt Glickman
• CEO, Merced Systems
• GM NICE Systems
• CEO, BabyCenter

Aparna Fernandes
• VP Value Added Services, NICE Systems
• Sr. Director, Merced Systems

 

Zoona partnered with leading talent analytics executives to create a people analytics system for scale

Zoona uses technology to provide financial services to underserved and financially excluded communities across Africa. Zoona has over 1.7 million active users, and its system has processed over $1.2 billion in mobile money transactions since its founding in 2009.  

As Zoona scales its agent network to 10,000 agents, Zoona’s top priority was empowering its agent network with a sophisticated people analytics system. Zoona partnered with Rippleworks to develop a talent analytics strategy and toolkit to drive agent performance across geographies.

Working with Matt and Aparna coached our agent management team on how to go beyond KPIs to defining and measuring leading indicators and behaviors that are the drivers of performance.

They took the time to learn our business and challenges and remotely coach a cross-functional team to design and implement an improved agent performance management system. 

—Zoona CEO Mike Quinn

Zoona teamed with Rippleworks Expert Matt Glickman, who has founded and led several successful companies, including Merced Systems, a technology-driven performance management company that was acquired by NICE Systems in 2012. Zoona also teamed Rippleworks Expert Aparna Fernandes, the VP of Value Added Services for NICE Systems. Together, they:

• Adopted behavior-driven framework to analyze and drive performance, and structured KPIs into a KPI matrix of top-level, leading, operational KPIs
• Reviewed case studies on how to use data to identify, coach, and monitor agents
• Learned the G.R.O.W. framework and developed Zoona’s coaching model & training to identify, prioritize, and address challenges faced by agents
• Executed test-learn-iterate methodology across prototypes
• Developed template to track metrics to change, chart strategies to change them, and map behaviors to drive strategy

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