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Senior Manager – Service Governance at NCBA Group
JobSearch
Nairobi 🇰🇪 Kenya
Posted 4 days ago (2 Oct 2026) Deadline: 8 Oct 2026 Updated 3 days ago
Job Description
The Senior Manager – Service Governance will establish and continuously improve the service governance framework for NCBA Group’s custody operations, ensuring consistent delivery, regulatory compliance and high client satisfaction. The role oversees operational performance, manages risk, and drives service excellence across the custody value chain.
Qualifications & Requirements
- • Bachelor’s degree in Business, Finance or related field
- MBA or professional certification preferred
- • Minimum 8 years experience in banking or financial services, with a focus on operations or service governance
- • Strong analytical and problem‑solving abilities
- • Excellent communication and stakeholder management skills
- • Proficiency in Excel and reporting tools
Required Skills
Responsibilities
- • Oversee custody operational activities and ensure accurate processing of transactions
- • Monitor service performance against agreed standards and regulatory requirements
- • Identify and mitigate service risks, implementing corrective actions as needed
- • Lead client experience initiatives to enhance satisfaction and relationship quality
- • Coordinate service review forums and drive continuous improvement programmes
- • Collaborate with technology, risk, compliance and business teams to align service delivery
- • Produce regular performance reports and dashboards for senior management
- • Support the development and implementation of service governance policies and procedures