The Senior Manager, Client Onboarding and Account Services role is to ensure provision of efficient and effective high-quality services, in line with laid down procedures and guidelines to contribute as appropriate to the performance of the Bank’s objective of banker to Government, financial institutions and public entities.

Strategic Responsibilities
1. Contribute as appropriate to the performance of the function and the overall achievement of the Bank’s strategic objectives.

Technical and Operational Responsibilities
1. Oversee provision of efficient and effective customer care.
2. Oversee creation of customers in banking system.
3. Oversee the Opening, amending and Closing accounts managed by Banking Divisions.
4. Ensure timely response to all account queries from customers.
5. Approve in banking system, processed Exchequer releases from National Treasury for funding National and County Governments.
6. Approve in banking system processed County Governments County Revenue Fund (CRF) funds transfers instructions.
7. Oversee execution of Kenya Revenue Authority (KRA) agency notices.
8. Approve in banking system processed funds transfers instructions from KRA and Government entities.
9. Oversee and approve in banking system update of standing order instructions.
10. Oversee the preparation and dispatch of daily Standing Orders reports to National Treasury.
11. Ensure daily monitoring of KRA & Government Accounts & reporting.
12. Review Reports on KRA and Government Operations (Management Report, Desk Memo & High Value Report).
13. Oversee the update of Interest rate on Government Overdraft.
14. Oversee update of applicable Government Overdraft limit.
15. Oversee preparation of Daily Government Overdraft Utilization and accrued interest report.
16. Ensure correct charging of monthly accrued interest on Government Overdraft facility.
17. Sign Certificate of Balances for KRA and Government Accounts.
18. Oversee confirmation of balances to external auditors.
19. Attending Auction Meetings and follow up on the funding for redemptions of Government securities.
20. Review and sign Mandates forms.
21. Oversee creation of mandates for accounts managed by Banking and Payment Services Department.
22. Oversee withdrawal of mandates upon customers’ requests.
23. Ensures timely Dispatch of New Tokens to Internet Banking users.
24. Oversee the reconciliation of online banking users against the Mandates.
25. Provide second level verification of documents for Banking Divisions.
26. Review and sign the register for received documents.
27. Oversee proper custody of outward cheques presented for clearing.
28. Oversee scanning and archival of documents.
29. Oversee the filing of transactions documents for Banking Divisions.
30. Ensure proper management of storage and access of transactions documents for Banking Divisions.
31. Ensure timely retrieval of documents upon request.
32. Review the list of documents marked for disposal as per the Bank’s retention and disposal policy.
33. Oversee the restocking of first aid kit for the Division.
34. Authorize issuance of Stationery items and re-ordering.
35. Provide second level approval for requests of Office supplies in the Division.
36. Follow up with GSD to facilitate effective housekeeping.
37. Oversee Maintenance issues in the Division.
38. Oversee and approve procurement of goods/works/services for Banking Divisions.
39. Ensure proper update of the Divisions keys register.
40. Approve biometric access to the Banking Division.
41. Support CBK Branches/Centres on accounts and mandates activities.
42. Ensure timely response to customer queries.
43. Review and sign response letters to customer.
44. Ensure proper filing of transactions documents.
45. Oversee disposal of documents as per the Bank’s retention and disposal policy.
46. Provide input into the systems requirements during implementation of systems affecting Banking functions.
47. Resolve escalated issues, queries and complaints from customers and staff and make decisions.
48. Collaborate with the relevant investigative agencies in providing information touching on Investigations on Customers transactions.
49. Represent the Bank in litigation cases to provide evidence on client transactions.

Other Responsibilities
1. Review information for input into the Banking Strategic Plan.
2. Provide input in preparation of yearly budget for the Department.
3. Review information for input into the Training Plan for Banking and Payment Services Department.
4. Conduct performance assessment for staff in Client Onboarding and Account Services Section.
5. Escalate issues, queries and complaints that may need further consultation to the Deputy Director.
6. Develop and maintain working relationships with appropriate external parties including Government departments, County Governments, commercial banks and other financial institutions.
7. Provide leadership and guidance and foster a high performing culture that motivates and increases employee potential through training, coaching and mentorship.
8. Ensure compliance with Bank policies, procedures, guidelines and internal controls.
9. Perform any other task as may be assigned from time to time.

1. Bachelor’s Degree in Economics, Banking, Accounting, Finance, Business Administration, Mathematics, Computer Science or related field of study.
2. Master’s Degree in Economics, Banking, Accounting, Finance, Business Administration, Mathematics, Computer Science or related field of study is an added advantage
3. Professional qualification in Banking, Accounting, Finance, Risk Management, or related field of study is an added advantage

Not less than ten (10) years’ work experience in Banking Operations, Financial Services, Economics, Accounting or similar operations, with at least five (5) years in managerial capacity.

Technical Competencies
1. Knowledge of Banking laws and regulations.
2. Knowledge of Banking operations.
3. Accounting and financial management skills.
4. Customer care skills.
5. Change management skills.
6. Knowledge of Public Finance Management Act and regulations.
7. Knowledge of Treasury guidelines on signing instructions for National and County Governments.
8. Knowledge of the Government Securities operations and DhowCSD functions.
9. Oral and written communication skills- ability to communicate clearly, simply and in a structured manner; and to use communication tools appropriately and effectively.
10. Computer proficiency and knowledge of banking systems.
11. Clear understanding of economics, banking and relevant emerging issues in Financial services management, Government operations and laws.
12. Risk management- ability to identify risks and develop mitigating measures.

General and Behavioural Competencies
1. Planning and organization - Ability to organize work, set priorities, and determine resource requirements; determine short or long-term goals and strategies to achieve them; coordinate with other stakeholders or part of the organization to accomplish goals.
2. Quality orientation - Ability to check work to ensure accuracy. Adopt a disciplined approach to work and drive for closure, results, and success.
3. Communication & information sharing -Ability to express information clearly and succinctly, orally and in writing, considering the audience and the nature of the information.
4. Stakeholder and conflict management - Ability to successfully involve and communicate with stakeholders and ability to manage and resolve conflicts, grievances, confrontations, or disagreements constructively.
5. Professionalism, work ethic & integrity - Ability to convey a high level of excellence and competence on delivery of duty.
6. Collaboration and teamwork - Ability to work collaboratively within a group of staff.
7. Accountability and professional development – Ability to take and accept responsibility and outcome thereof openly and transparently.
8. Creativity and innovation - Proactively identify ways or resources through which work situations/processes can be continuously improved.
9. Customer focus - Ability to demonstrate concern for the expectations of customers and prioritize them as well as convey realistic expectations to both internal and external customers.
Emotional Intelligence - Manages emotions in a mature and composed manner as expected of a leader.
10. Strategic thinking and decision making.
11. Leadership and people management including performance management, coaching & mentoring.
12. Governance- knowledge and ability to ensure good governance practices.

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