The Senior Manager Customer Life Cycle manages customer onboarding, KYC/CDD, and account service operations, requiring a Bachelor’s degree in Business/Commerce/Finance/Law, 8–10 years banking operations experience, and 5+ years in team leadership. Full-time role in Nairobi.
Job Purpose
The Senior Manager, Customer
Life Cycle, Account Services & Product Operations provides enterprise-wide
operational leadership for the end-to-end customer life cycle, including
customer onboarding, KYC/CDD maintenance, account services, account instruments,
subsidiary operations, partnerships and product operations. The role also
ensures that customer records, account mandates, service requests, product
set-ups, operational reconciliations, controls and service hand-offs are
processed accurately, within approved turnaround times, and in line with
regulatory, risk, audit, compliance and customer-service expectations.
Key Responsibilities
Provide
strategic, operational and people leadership to the Customer Onboarding &
KYC, Account Services & Instruments, and Subsidiary, Partnerships &
Product Operations teams.
Translate
Operations strategy into clear operating standards, service-level expectations,
control requirements, quality benchmarks and performance routines for all
customer life cycle activities.
Oversee
account opening readiness, customer due diligence, KYC refresh, customer
static-data maintenance, mandate management, account amendments, account
closure and account instrument processes.
Ensure
product and partnership operations are supported through effective operational
readiness, parameter maintenance, reconciliations, exception handling, evidence
retention and post-implementation controls.
Maintain
compliance with approved Bank policies, CBK expectations, AML/CFT/CPF
obligations, data protection requirements, customer confidentiality standards
and operational risk controls.
Monitor
service queues, ageing, rework, quality defects, escalation trends, audit
issues and control gaps, and ensure timely corrective action and management
reporting.
Drive
process improvement, automation, standard operating procedure updates,
cross-functional collaboration and staff capability development across the
portfolio.
Academic and Professional Qualifications
University
degree in Commerce, Finance, Accounting, Economics, Business Administration,
Law, Risk Management, Operations Management or a related discipline.
Master’s
degree, professional banking qualification, compliance certification, risk
management certification or project/process improvement qualification will be
an added advantage.
Work Experience
At least
eight (8) to ten (10) years’ experience in banking operations, customer
onboarding, KYC/CDD, account services, product operations, service operations
or operational risk management.
At least
five (5) years’ experience managing teams, service levels, operational
controls, stakeholder expectations and regulatory-sensitive processes in a
financial institution.
Skills & Competencies
Strong
knowledge of customer lifecycle operations, KYC/CDD/EDD, AML/CFT/CPF, account
services, instruments, banking products, core banking systems, workflow
management and operational controls.
Excellent
leadership, stakeholder management, judgement, analytical thinking, reporting,
communication, service management, coaching, escalation management and process
improvement skills.
