Senior Manager Customer Life Cycle

Sidian Bank Limited is a financial institution established in 1984, operating within the banking and financial services sector in Kenya.

The Senior Manager, Customer Life Cycle, Account Services & Product Operations is responsible for leading all operational aspects of the end-to-end customer journey. This includes managing customer onboarding, maintaining Know Your Customer (KYC) and Customer Due Diligence (CDD) processes, overseeing account services and instruments, and handling subsidiary and product operations. The role ensures that all customer records, account mandates, service requests, and product setups are processed accurately and efficiently, adhering to approved turnaround times, regulatory requirements, risk management, audit standards, compliance, and customer service expectations.

1. Provide strategic, operational, and people leadership to teams responsible for customer onboarding, KYC, account services, instruments, subsidiary operations, partnerships, and product operations.
2. Translate the overall Operations strategy into clear operating standards, service-level agreements, control requirements, quality benchmarks, and performance routines for all customer life cycle activities.
3. Oversee processes related to account opening readiness, customer due diligence, KYC refresh, customer static-data maintenance, mandate management, account amendments, account closure, and account instrument management.
4. Ensure effective operational support for product and partnership operations, including readiness, parameter maintenance, reconciliations, exception handling, evidence retention, and post-implementation controls.
5. Maintain strict compliance with approved Bank policies, Central Bank of Kenya (CBK) expectations, Anti-Money Laundering (AML), Counter-Financing of Terrorism (CFT), and Counter-Proliferation Financing (CPF) obligations, data protection requirements, customer confidentiality standards, and operational risk controls.
6. Monitor service queues, aging items, rework, quality defects, escalation trends, audit issues, and control gaps, ensuring timely corrective actions and management reporting.
7. Drive continuous process improvement, automation initiatives, updates to standard operating procedures, foster cross-functional collaboration, and develop staff capabilities across the portfolio.

1. University degree in Commerce, Finance, Accounting, Economics, Business Administration, Law, Risk Management, Operations Management, or a related discipline.
2. A Master’s degree, professional banking qualification, compliance certification, risk management certification, or project/process improvement qualification is an added advantage.
3. At least 8 to 10 years of experience in banking operations, specifically in customer onboarding, KYC/CDD, account services, product operations, service operations, or operational risk management.
4. Minimum of 5 years of experience managing teams, service levels, operational controls, stakeholder expectations, and regulatory-sensitive processes within a financial institution.
5. Strong knowledge of customer lifecycle operations, KYC/CDD/EDD, AML/CFT/CPF, account services, instruments, banking products, core banking systems, workflow management, and operational controls.
6. Excellent leadership, stakeholder management, judgment, analytical thinking, reporting, communication, service management, coaching, escalation management, and process improvement skills.