Senior Manager, Customer Life Cycle

About the role

Sidian Bank is hiring a Senior Manager, Customer Life Cycle (Account Services & Product Operations) for a full-time management role in Nairobi. The manager provides enterprise-wide operational leadership for the end-to-end customer life cycle, including onboarding, KYC/CDD maintenance, account services, account instruments, subsidiary operations, partnerships and product operations. The role 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 operating standards, service-level expectations, control requirements, quality benchmarks and performance routines.
• Oversee account opening readiness, customer due diligence, KYC refresh, static-data maintenance, mandate management, account amendments, closures and account instruments.
• Support product and partnership operations through operational readiness, parameter maintenance, reconciliations, exception handling, evidence retention and post-implementation controls.
• Maintain compliance with bank policies, CBK expectations, AML/CFT/CPF obligations, data protection, customer confidentiality and operational risk controls.
• Monitor service queues, ageing, rework, quality defects, escalations, audit issues and control gaps, and drive timely corrective action and reporting.
• Drive process improvement, automation, SOP updates, cross-functional collaboration and staff capability development.

Required profile

• Bachelor's degree in Business, Commerce, Finance, Law, Accounting, Economics, Risk Management or Operations Management; a Master's degree, professional banking qualification, compliance or risk certification is an added advantage.
• 8-10 years of banking operations experience in onboarding, KYC/CDD, account services, product operations or operational risk management.
• 5+ years managing teams, service levels, operational controls and regulatory-sensitive processes in a financial institution.

Required skills

• Knowledge of customer lifecycle operations, KYC/CDD/EDD, AML/CFT/CPF, account services and instruments, core banking systems and workflow management.
• Leadership, stakeholder management, analytical thinking, reporting, communication, coaching, escalation management and process improvement.

The application is handled through the recruitment agency advertising the vacancy.