Senior Manager – Service Governance

NCBA Bank Kenya Plc is a leading financial institution established in 2019, headquartered in Nairobi, Kenya. It operates within the banking and financial services sector, offering a wide range of services.

The Senior Manager will champion service excellence, oversee operational performance management, drive client experience initiatives, coordinate service review forums, monitor service risks, and spearhead continuous improvement programs within Custody Operations. This position serves as a critical link between Custody Operations, Custody Business, Technology, Risk, Compliance, and external market stakeholders to ensure the delivery of a market-leading custody service proposition. The role is expected to proactively identify opportunities for service enhancement, operational efficiency, and digital transformation while strengthening governance, accountability, and transparency across the end-to-end custody operating model.

1. Oversee operational activities, ensuring accurate processing and settlement of Equities, Fixed Income, Offshore, Real Estate, Private Equity, and Money Market transactions in line with established procedures.
2. Ensure manual controls are followed to prevent processing fallouts and effectively manage overdrafts.
3. Escalate operational issues and recommend solutions to the Head of Department.
4. Verify and authorize settlement and payment transactions in CPlus and T24 systems.
5. Verify and sign custodial instructions directed to Banks, CBK, CDSC, registrars, and other issuers.
6. Supervise, train, and support team members to ensure accuracy and efficiency in custodial operations.
7. Monitor and evaluate custodial processes, implementing improvements to enhance productivity and efficiency.
8. Resolve financial accounts-related queries with Administrators.
9. Respond to client audit confirmations, address audit findings, and support external audit engagements.
10. Participate in monthly snap checks and ensure timely resolution of exceptions.
11. Identify and implement improved working procedures in collaboration with management.
12. Establish and monitor service standards, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Key Risk Indicators (KRIs).
13. Lead service governance forums, operational reviews, and service reporting activities.
14. Ensure adherence to service commitments and effectively manage service breaches.
15. Coordinate the escalation, investigation, and resolution of operational incidents and client issues.
16. Align service governance practices with business objectives, regulatory requirements, and industry standards.
17. Drive accountability through performance reviews, action tracking, and governance oversight.
18. Conduct root cause analysis of service failures and implement corrective actions.
19. Benchmark service quality against local, regional, and global custody standards.
20. Promote customer-centricity and service ownership across Custody Operations.
21. Escalate client relationship and service concerns to the Client Relationship team.
22. Collaborate with Custody Business teams to support client retention, growth, and service differentiation.
23. Coordinate internal and external audits, ensuring compliance with regulatory, audit, and control requirements.
24. Manage risks associated with security services and their impact on Custodial Services and the Bank.
25. Support operational risk assessments and review control effectiveness.
26. Monitor service-related risk indicators and coordinate mitigation actions.
27. Manage actions arising from audits, risk reviews, and regulatory inspections.
28. Support business continuity, operational resilience, and control enhancement initiatives.
29. Promote teamwork and collaboration within the department.
30. Participate in setting individual and team performance objectives, standards, and targets.
31. Ensure departmental meetings are held on schedule and action points are tracked to completion.
32. Promote knowledge sharing, innovation, and continuous learning.
33. Identify training and development needs and engage the Head, Custody Operations, on appropriate interventions.

1. Possess a Business-related degree or an equivalent professional qualification.
2. Hold basic I.T and Accounting qualifications.
3. An MBA is considered an added advantage.
4. CISI CMA Qualification is required.
5. A minimum of 8 years of experience in Securities Services, specifically within Custodial Services Operations.
6. At least 3 years of experience in a management role.
7. Demonstrated experience in service governance, operational excellence, client service management, and business transformation.
8. Strong understanding of capital markets, custody services, operational risk, and regulatory frameworks.