Senior Manager - Service Governance

About the role

NCBA is hiring a Senior Manager - Service Governance in its Technology and operations department, reporting to the Head, Custody Operations within the Custodial Services unit. The role is based in Nairobi (Westlands) and there is one position open, closing on 8 October 2026. It is responsible for establishing, leading and continuously improving the service governance framework across Custody Operations.

Key responsibilities

• Ensure custody services are delivered consistently, efficiently and in line with agreed service standards, regulatory requirements and client expectations.
• Champion service excellence and oversee operational performance management.
• Drive client experience initiatives and coordinate service review forums.
• Monitor service risks and lead continuous improvement programmes.
• Act as a key link between Custody Operations, Custody Business, Technology, Risk, Compliance and external market stakeholders.
• Identify opportunities for service enhancement, operational efficiency and digital transformation, and strengthen governance, accountability and transparency across the custody operating model.