NG
NCBA Group
Senior Manager – Service Governance at NCBA Group
KenyaFull TimeMid-Senior Level
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Job Purpose Statement
The role holder is responsible for establishing, leading and continuously enhancing the service governance framework across Custody Operations. This role ensures that all custody services are delivered consistently, efficiently and in accordance with agreed service standards, regulatory requirements and client expectations.
The incumbent will champion service excellence, oversee operational performance management, drive client experience initiatives, coordinate service review forums, monitor service risks and spearhead continuous improvement programmes. The role serves as a critical link between Custody Operations, Custody Business, Technology, Risk, Compliance and external market stakeholders to ensure delivery of a market-leading custody service proposition.
The position 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.
Key Accountabilities (Duties and Responsibilities)
Internal Business Processes (40%)
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.
Client Service Management (40%)
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.
Risk Excellence (10%)
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.
Staff Management (10%)
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.
Job Specifications
Academic:
A Business related degree or equivalent professional qualification.
Basic I.T & Accounting Qualification.
MBA is an added advantage
Professional:
Desired work experience:
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.