JOB PURPOSE

The Senior Manager, Customer Life Cycle, Account Services & Product Operations provides enterprise-wide operational leadership for the end-to-end customer life cycle, including customer onboarding, KYC/CDD maintenance, account services, account instruments, subsidiary operations, partnerships and product operations. The role also ensures that customer records, account mandates, service requests, product set-ups, operational reconciliations, controls and service hand-offs are processed accurately, within approved turnaround times, and in line with regulatory, risk, audit, compliance and customer-service expectations.

 

KEY RESPONSIBILTIES 

  • Provide strategic, operational and people leadership to the Customer Onboarding & KYC, Account Services & Instruments, and Subsidiary, Partnerships & Product Operations teams.
  • Translate Operations strategy into clear operating standards, service-level expectations, control requirements, quality benchmarks and performance routines for all customer life cycle activities.
  • Oversee account opening readiness, customer due diligence, KYC refresh, customer static-data maintenance, mandate management, account amendments, account closure and account instrument processes.
  • Ensure product and partnership operations are supported through effective operational readiness, parameter maintenance, reconciliations, exception handling, evidence retention and post-implementation controls.
  • Maintain compliance with approved Bank policies, CBK expectations, AML/CFT/CPF obligations, data protection requirements, customer confidentiality standards and operational risk controls.
  • Monitor service queues, ageing, rework, quality defects, escalation trends, audit issues and control gaps, and ensure timely corrective action and management reporting.
  • Drive process improvement, automation, standard operating procedure updates, cross-functional collaboration and staff capability development across the portfolio.

ACADEMIC BACKGROUND

  • University degree in Commerce, Finance, Accounting, Economics, Business Administration, Law, Risk Management, Operations Management or a related discipline.
  • Master’s degree, professional banking qualification, compliance certification, risk management certification or project/process improvement qualification will be an added advantage.

WORK EXPERIENCE

  • At least eight (8) to ten (10) years’ experience in banking operations, customer onboarding, KYC/CDD, account services, product operations, service operations or operational risk management.
  • At least five (5) years’ experience managing teams, service levels, operational controls, stakeholder expectations and regulatory-sensitive processes in a financial institution.

SKILLS & COMPETENCIES

  • 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.
  • Excellent leadership, stakeholder management, judgement, analytical thinking, reporting, communication, service management, coaching, escalation management and process improvement skills.