The Central Bank of Kenya is a public institution established under Article 231 of the Constitution of Kenya, 2010. The Bank is responsible for formulating monetary policy to achieve and maintain price stability and issuing currency. Pursuant to the CBK Act, the Central Bank promotes financial stability through regulation, supervision and licensing of fin...

Read more about this company

Senior Manager, Client Account Management

Job Purpose

The role holder is responsible for ensuring that the Client Account Management Section meets its functional responsibilities and makes these contributions effectively and efficiently. The role holder also oversees the following units: Accounts Operations, Clients Relations & Marketing and Office Administration.

Key Duties and Responsibilities

Roles and Responsibilities

• Responsible for Accounts Opening/ Amendments and Updates operations as well as adherence to due diligence (KYC) processes and procedures.
• Responsible for management of Indirect/ Retail, Direct/ Wholesale/ Foreign/ Diaspora Accounts and Portfolios.
• Monitor and track Investor numbers in line with set goals.
• Responsible for implementing internal controls to manage and mitigate operational Risks, reputational risk, legal risk, information risk among others and regular assessment of the controls.
• Oversee the KYC/ AML/CFT compliance processes for the function.
• Ensure proper management of resource allocation and productivity in the function.
• Act as the liaison with all stakeholders including, Commercial Banks, Government Departments, Micro-Finance institutions, Individuals, local and foreign Custodians etc on behalf of the function.
• Responsible for the regular review of the policy and procedures for the Division and contribute to the Department’s Policies and Strategy.
• Review processes to ensure there is continuous improvement of service in the Division.
• Oversee the Records/Document Management process in the Division, including custody and safety of Mandates.
• Review and interpret complex laws and regulations in the Financial Sector and provide professional and sound recommendations for Management’s review.
• Oversee and advise the Department on CSD investor compliance with Laws and Regulations, AML/CFT including Know Your Customer (KYC), CPMI/IOSCO Principles.
• Responsible for planning, organizing, integrating, supervising and coordinating activities and resources relating to management of Government Securities’ and direct and indirect Accounts.
• Engage with internal and external Stakeholders and provide justifiable opinions, advice and perspectives as and when required.
• Implement approaches of work in the Division that will provide quality customer experience at all times.
• Support and monitor customer onboard and client experience and ensure satisfactory client experience scores.
• Review communication to be sent to clients in liaison with the Communications office.
• Conduct investor education and awareness activities on investment of Government Securities by participating in public forums such as Trade Fairs, preparing Brochures, Banners, and media write ups for marketing of products.
• Mentor, coach and mobilize teams to achieve desired objectives in the Division.
• Oversee training of staff in the section on work Procedures and Policies to ensure effective Client Service.
• Responsible for staff performance, succession planning and capacity building among other people management responsibilities.
• Review of Business Continuity Programs in liaison with the Strategy and Risk Department.
• Any other assigned roles and responsibilities by the supervisor.

Qualifications

• Bachelor’s Degree in Business, Social Sciences, Finance, Banking, Public Relations, Communication, Marketing, Information Science or similar field from a recognised university.
• Master’s Degree in Business, Social Sciences, Finance, Banking, Public Relations or related field will be added advantage.
• Full Professional qualifications in a relevant field of study.

Work Experience

• At least ten (10) years’ experience in Bank Operations.

• Responsible for Accounts Opening/ Amendments and Updates operations as well as adherence to due diligence (KYC) processes and procedures.
• Responsible for management of Indirect/ Retail, Direct/ Wholesale/ Foreign/ Diaspora Accounts and Portfolios.
• Monitor and track Investor numbers in line with set goals.
• Responsible for implementing internal controls to manage and mitigate operational Risks, reputational risk, legal risk, information risk among others and regular assessment of the controls.
• Oversee the KYC/ AML/CFT compliance processes for the function.
• Ensure proper management of resource allocation and productivity in the function.
• Act as the liaison with all stakeholders including, Commercial Banks, Government Departments, Micro-Finance institutions, Individuals, local and foreign Custodians etc on behalf of the function.
• Responsible for the regular review of the policy and procedures for the Division and contribute to the Department’s Policies and Strategy.
• Review processes to ensure there is continuous improvement of service in the Division.
• Oversee the Records/Document Management process in the Division, including custody and safety of Mandates.
• Review and interpret complex laws and regulations in the Financial Sector and provide professional and sound recommendations for Management’s review.
• Oversee and advise the Department on CSD investor compliance with Laws and Regulations, AML/CFT including Know Your Customer (KYC), CPMI/IOSCO Principles.
• Responsible for planning, organizing, integrating, supervising and coordinating activities and resources relating to management of Government Securities’ and direct and indirect Accounts.
• Engage with internal and external Stakeholders and provide justifiable opinions, advice and perspectives as and when required.
• Implement approaches of work in the Division that will provide quality customer experience at all times.
• Support and monitor customer onboard and client experience and ensure satisfactory client experience scores.
• Review communication to be sent to clients in liaison with the Communications office.
• Conduct investor education and awareness activities on investment of Government Securities by participating in public forums such as Trade Fairs, preparing Brochures, Banners, and media write ups for marketing of products.
• Mentor, coach and mobilize teams to achieve desired objectives in the Division.
• Oversee training of staff in the section on work Procedures and Policies to ensure effective Client Service.
• Responsible for staff performance, succession planning and capacity building among other people management responsibilities.
• Review of Business Continuity Programs in liaison with the Strategy and Risk Department.
• Any other assigned roles and responsibilities by the supervisor.

• Bachelor’s Degree in Business, Social Sciences, Finance, Banking, Public Relations, Communication, Marketing, Information Science or similar field from a recognised university.
• Master’s Degree in Business, Social Sciences, Finance, Banking, Public Relations or related field will be added advantage.
• Full Professional qualifications in a relevant field of study.