Senior Manager – Service Governance

About the role

The role holder is responsible for establishing, leading and continuously enhancing the service governance framework across Custody Operations. This role ensures that all custody services are delivered consistently, efficiently and in accordance with agreed service standards, regulatory requirements and client expectations.

Key responsibilities

• Oversee operational activities across equities, fixed income, offshore, real estate, private equity and money‑market transactions, ensuring accurate processing, settlement and compliance with procedures.
• Lead service governance forums, set and monitor SLAs, KPIs and KRIs, and drive continuous improvement and client‑experience initiatives.
• Coordinate internal and external audits, manage service‑related risks, and support business continuity and operational resilience programmes.
• Supervise, train and develop the custodial operations team, fostering teamwork, knowledge sharing and performance management.

Required profile

• Business‑related degree (MBA preferred) with basic IT & accounting qualification; professional CISI CMA certification is a plus.
• Minimum 8 years experience in securities services, custodial operations, with at least 3 years in a management role.
• Proven track record in service governance, operational excellence, client service management and business transformation within the banking sector.

Required skills

• ITIL framework knowledge.
• Proficiency with CPlus and T24 banking systems.