Reflections of my first year as President & CEO of Financial Inclusion Eswatini

"We championed the rollout of agent banking networks and advocated for regulatory frameworks that enable fintech innovation. "

They say that so much can happen in a year, and boy, are they right. As I celebrate my first anniversary as your  CEO, I feel a profound sense of gratitude and purpose. I stepped into this role feeling proud, optimistic, and motivated to continue the crucial work of empowering every LiSwati. I did so during a time of great economic uncertainty, which hugely influenced how we would operate. This year has been everything and nothing that I expected it to be, and I’ve learned a great deal.

Listen first.

Our first order of business was to embark on a strategic planning process. We spent the first half of the year not in boardrooms, but in the fields of Siphofaneni, the markets of Manzini, and the tinkhundla halls of Lavumisa. We conducted surveys, interviews, and focus groups with farmers, market traders, students, and small business owners. We listened.

We heard about the fear of carrying cash after a good harvest. We heard the frustration of a young entrepreneur with a brilliant idea but no collateral. We heard the longing for a safe place to save for a child's education. You told us you rely on us not just for services, but for trust, for education, and for building a financially resilient nation. We cannot fully meet our mission without the voice of the people we serve, and we have listened intently to integrate your reality into our plan.

Take time to reflect.

In a mission as urgent as ours, pausing to reflect can feel counterintuitive. But what happens when you stop? I mean, really stop—clearing your head, examining our assumptions about what is possible. This reflective time has been crucial. It allowed us to see that the solution isn't just more banks; it's leveraging the mobile phone in a farmer's pocket. It helped us realize that our role is to convene—to bring together banks, telcos, government, and NGOs to build a system that works for all. Reflection has allowed us to move from simply doing to innovating, strategizing, and executing with precision.

Stick with it.

This year, we navigated immense challenges to drive operational changes. We championed the rollout of agent banking networks and advocated for regulatory frameworks that enable fintech innovation. We took risks by piloting new ideas, like using alternative data for credit scoring. Most of the time, they paid off. When they didn’t, we dusted ourselves off, learned the lesson, and applied it to our future approach. The journey to inclusion is a marathon, not a sprint, and it requires relentless perseverance.

I end my first year as your CEO with the following:

• An approved strategic plan that honors the core mission but boldly focuses on a digital-first future, aiming to leverage technology to bridge the inclusion gap.
• A dedicated team that works tirelessly to create programs that capacitate our citizens, from financial literacy workshops for youth to digital onboarding for our rural entrepreneurs.
• A strengthened coalition of partners—from the Central Bank to MTN Eswatini, from local cooperatives to international development agencies—all aligned under a common goal.
• The tangible impact of seeing thousands of Emaswati make their first digital transaction, access their first micro-insurance policy, and take their first step toward economic security.

Commit.

I fully expect that year two will be even more impactful. We will shortly release our new strategic plan, focused on deepening rural inclusion, empowering women-led businesses, and fostering a generation of financially savvy youth. How will we do it? Through a refined framework based on what you told us you need. We are committed to providing the tools, the connections, and the support that every LiSwati needs to grow themselves, grow their businesses, and build a more prosperous Eswatini for all.

Inclusion drives us. Our mission is to intentionally rewrite the financial story of our nation. For too long, the benefits of the formal economy have been available to some at the exclusion of others. What happens if we consciously learn from that history? What happens if we shift policies, products, and processes to create better outcomes for all? We will create a future where everyone has the opportunity to thrive.

Thank you for your trust, your partnership, and your unwavering commitment to this cause.