At Sidian Bank, we recognize the significant accountability and inherent risks that an entrepreneur takes to make his ideas and dreams a reality. It is for this reason that our mission is to empower entrepreneurs to create wealth through provision of transformational financial solutions that meet entrepreneurs needs and facilitate growth through convenience and choice.

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.

• 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.

• Strong knowledge of customer lifecycle operations
• KYC/CDD/EDD
• AML/CFT/CPF
• Account services and instruments
• Banking products
• Core banking systems
• Workflow management
• Operational controls
• Leadership
• Stakeholder management
• Judgement
• Analytical thinking
• Reporting
• Communication
• Service management
• Coaching
• Escalation management
• Process improvement

• 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.
• At least five (5) years’ experience managing teams, service levels, operational controls, stakeholder expectations and regulatory-sensitive processes in a financial institution.