Senior Manager – Branch Operations & Service Delivery

About the role

Sidian Bank is hiring a Senior Manager for Branch Operations and Service Delivery, a full-time management position based in Nairobi. The role provides strategic leadership and oversight of all branch operations functions, ensuring efficient, compliant and customer-focused service delivery across branch banking channels, while driving operational excellence, regulatory compliance and continuous improvement.

Key responsibilities

• Develop and implement the Branch Operations strategy in line with overall Operations and business goals, and lead and mentor a team of Branch Operations Managers.
• Oversee daily operations across Currency and Branch Service & Operations, keeping processes efficient, customer-centric and compliant with internal policies and regulatory requirements.
• Monitor KPIs and drive initiatives to improve operational efficiency and service quality.
• Ensure adherence to regulatory requirements, internal controls and risk management frameworks, and oversee KYC, AML and other compliance processes.
• Lead audits, respond to findings and ensure timely closure of action items.
• Work with IT, Risk, Compliance and Business Development, and act as escalation point for complex operational issues affecting customers.
• Identify opportunities for automation, digitization and re-engineering, and lead or sponsor operational transformation projects.

Required profile

• Bachelor's degree in Commerce (Finance or Accounting) or another relevant business degree; Master's degree preferred.
• At least 8 years' experience in banking operations, including 3+ years in a senior leadership role overseeing branch operations.
• Knowledge of retail banking products, KYC/AML regulations and operational risk management.
• Proven track record of leading teams, driving process improvements and managing change.
• Professional Banking qualification (AKIB) is an added advantage.

Required skills

• Practical use of MS Office, especially Excel, Word and PowerPoint.
• Knowledge of banking theory, Central Bank prudential guidelines, FATCA, POCAMLA and POTCA.
• Strategic, organizational, analytical and communication skills, with strong leadership, negotiation and mentoring abilities.

The application deadline is 30 November 2026. Applications are made through the corporate staffing service advertising the vacancy.