Senior Manager – Service Governance at NCBA Group

• Job Type Full Time
• Qualification BA/BSc/HND , MBA/MSc/MA , Professional Certificate
• Experience 8 years
• Location Nairobi
• Job Field Banking
• Oversee operational activities and ensure accurate processing and settlement of Equities, Fixed Income, Offshore, Real Estate, Private Equity and Money Market transactions in line with procedures.
• Ensure manual controls are followed to prevent processing fallouts and effectively manage overdrafts.
• Escalate operational issues and recommend solutions to the Head of Department.
• Verify and authorize settlement and payment transactions in CPlus and T24.
• Verify and sign custodial instructions to Banks, CBK, CDSC, registrars and other issuers.
• Supervise, train and support team members to ensure accuracy and efficiency in custodial operations.
• Monitor and evaluate custodial processes and implement improvements to enhance productivity and efficiency.
• Resolve financial accounts-related queries with Administrators.
• Respond to client audit confirmations, address audit findings and support external audit engagements.
• Participate in monthly snap checks and ensure timely resolution of exceptions.
• Identify and implement improved working procedures in collaboration with management.
• Establish and monitor service standards, SLAs, KPIs and KRIs.
• Lead service governance forums, operational reviews and service reporting activities.
• Ensure adherence to service commitments and manage service breaches effectively.
• Coordinate escalation, investigation and resolution of operational incidents and client issues.
• Align service governance practices with business objectives, regulatory requirements and industry standards.
• Drive accountability through performance reviews, action tracking and governance oversight.
• Conduct root cause analysis of service failures and implement corrective actions.
• Benchmark service quality against local, regional and global custody standards.
• Promote customer-centricity and service ownership across Custody Operations.
• Escalate client relationship and service concerns to the Client Relationship team.
• Collaborate with Custody Business teams to support client retention, growth and service differentiation.
• Coordinate internal and external audits, ensuring compliance with regulatory, audit and control requirements.
• Manage risks associated with security services and their impact on Custodial Services and the Bank.
• Support operational risk assessments and review control effectiveness.
• Monitor service-related risk indicators and coordinate mitigation actions.
• Manage actions arising from audits, risk reviews and regulatory inspections.
• Support business continuity, operational resilience and control enhancement initiatives.
• Promote teamwork and collaboration within the department.
• Participate in setting individual and team performance objectives, standards and targets.
• Ensure departmental meetings are held on schedule and action points are tracked to completion.
• Promote knowledge sharing, innovation and continuous learning.
• Identify training and development needs and engage the Head, Custody Operations, on appropriate interventions.
• A Business related degree or equivalent professional qualification.
• Basic I.T & Accounting Qualification.
• MBA is an added advantage
• CISI CMA Qualification.
• 8 years Securities Services experience in Custodial Services Operations with 3yrs minimum in a management role.
• Demonstrated experience in service governance, operational excellence, client service management and business transformation.
• Strong understanding of capital markets, custody services, operational risk and regulatory frameworks.