As Country Manager for Southern Africa at JUMO, Joanne Chanda oversees growth and operations across Zambia and South Africa, and has set her sights on scaling JUMO’s footprint throughout the Southern African region. Based in Lusaka, she manages partner relations from grassroots to managing director level, navigates regulatory requirements with central banks and data protection authorities, and keeps a close watch on the customers JUMO is in business to serve. Here, Joanne reflects on what responsible lending looks like on the ground, the products reaching the region’s underserved customers, and why putting the customer first is the only business strategy that makes sense.
‘Partnerships are what make businesses thrive in Africa’.
Responsible lending starts with understanding the customer
Responsible lending starts with ensuring customers can access credit they can afford and repay. At JUMO, that begins when customers opt in and allow us to analyse behavioural patterns to better understand financial habits. These insights help build a fuller picture of affordability before a loan is issued.
From there, we assess what customers can responsibly manage and intentionally start small. A first loan is not only about access but also about building financial confidence and encouraging healthy repayment behaviour After more than a decade in the market, our models have evolved significantly. We lend with greater precision today, but our commitment remains unchanged: continuously learning to serve customers better.
The credit profile customers never knew they were building
Access to credit history matters. Across Africa, millions remain outside formal banking systems, yet mobile transactions increasingly create a digital footprint that can help establish financial credibility.
Each repayment contributes to building a formal credit record through our financial service provider partners, creating opportunities for customers who may never previously have had access to credit. That is why financial literacy is equally important. In Zambia, we launched free credit education in local languages to make financial knowledge more accessible and help turn short-term borrowing into long-term financial progress.
Products built for real life
In Zambia, customers access loans through Kasaka Loans on MTN Zambia and FixaKash on Airtel Zambia. Products range from short-term consumer loans to multi-instalment and concurrent loans for customers with stronger repayment histories.
We also introduced Kasaka Agent loans to help mobile money agents manage float shortages and continue serving their communities.
In South Africa, another milestone has been Fast Loan, developed with Mukuru. Delivered through WhatsApp, it enables customers to apply quickly and access funds directly through their Mukuru Card, removing barriers such as branch access and paperwork. We have seen particularly strong uptake among migrant workers who often struggle to access traditional credit.
Since inception, JUMO has disbursed approximately 61 million loans across Southern Africa, representing nearly USD 891 million in value. Behind each loan is a person, trader or small business owner gaining access to financial services at the moment they need them most.
Why partnerships matter
Our partnership model works because each participant focuses on what they do best. Mobile network operators provide reach and access. Financial institutions provide capital and governance. JUMO contributes lending expertise and technology. Partnerships are what make businesses thrive in Africa.
What the Copperbelt taught us
There is no substitute for being in the market. During a recent visit to Zambia’s Copperbelt, we spoke directly with traders, shopkeepers and small business owners using JUMO products. Their stories reinforced the value of access to credit, but also highlighted where gaps remain. Those conversations continue to shape what we build next.
The customer is the strategy
There is a misconception that Southern African customers are poor debt payers. Our experience suggests otherwise. Customers repay, build stronger financial habits and progress over time when products are designed around real needs. For JUMO, putting the customer first is not a principle, it is the business model. When customers succeed, stronger repayment performance and long-term partner growth follow.
Connect with me
If you’d like to continue this conversation about financial inclusion and responsible lending in Southern Africa, connect with me on LinkedIn.
