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.

Roles and Responsibilities
1. Responsible for Accounts Opening/ Amendments and Updates operations as well as adherence to due diligence (KYC) processes and procedures.
2. Responsible for management of Indirect/ Retail, Direct/ Wholesale/ Foreign/ Diaspora Accounts and Portfolios.
3. Monitor and track Investor numbers in line with set goals.
4. 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.
5. Oversee the KYC/ AML/CFT compliance processes for the function.
6. Ensure proper management of resource allocation and productivity in the function.
7. 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.
8. Responsible for the regular review of the policy and procedures for the Division and contribute to the Department’s Policies and Strategy.
9. Review processes to ensure there is continuous improvement of service in the Division.
10. Oversee the Records/Document Management process in the Division, including custody and safety of Mandates.
11. Review and interpret complex laws and regulations in the Financial Sector and provide professional and sound recommendations for Management’s review.
12. Oversee and advise the Department on CSD investor compliance with Laws and Regulations, AML/CFT including Know Your Customer (KYC), CPMI/IOSCO Principles.
13. Responsible for planning, organizing, integrating, supervising and coordinating activities and resources relating to management of Government Securities’ and direct and indirect Accounts.
14. Engage with internal and external Stakeholders and provide justifiable opinions, advice and perspectives as and when required.
15. Implement approaches of work in the Division that will provide quality customer experience at all times.
16. Support and monitor customer onboard and client experience and ensure satisfactory client experience scores.
17. Review communication to be sent to clients in liaison with the Communications office.
18. 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.
19. Mentor, coach and mobilize teams to achieve desired objectives in the Division.
20. Oversee training of staff in the section on work Procedures and Policies to ensure effective Client Service.
21. Responsible for staff performance, succession planning and capacity building among other people management responsibilities.
22. Review of Business Continuity Programs in liaison with the Strategy and Risk Department.
23. Any other assigned roles and responsibilities by the supervisor.

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

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

Technical Competencies
Knowledge and understanding in:
1. Domestic Debt Market and Government Financial Management.
2. Government Bonds, Bills, and other Instruments.
3. Interest Rates and Pricing.
4. Money and Capital Markets.
5. Derivatives and Market Analysis.
6. Technical Analysis, Pricing and Evaluation knowledge.
7. Accounting and Taxation implications.
8. Portfolio Management and Investment Policies knowledge.
9. Public Relations and Customer Service.
10. Experience in Risk Management for Account Operations.
11. Knowledge of Banking Laws and Regulations.
12. Experience in Central Banking Operations.

General Business Competencies
1. Strategic Thinking - Ability to think strategically and holistically and to appreciate the systemic impact of various policies, issues, and solutions in the Bank.
2. Planning and organization - Effectively use diverse talents, technology, and resources to deliver within agreed parameters.
3. Organization, Market & Regulatory knowledge - Ability to research industry trends, anticipate issues, critique, and identify improvement opportunities within the industry, and propose new initiatives for CBK.
4. Quality Orientation - Seek out opportunities to improve processes, outcomes, and products within the function.
5. Communication & Information Sharing – Good communication skills, convey complex issues clearly and credibly with varied audiences, identify and demonstrate understanding of the mindsets, values, cultural differences, and roles of individuals.
6. Stakeholder and Conflict Management - Cultivate and manage a range of relationships and key strategic alliances with internal and external Stakeholders to ensure Assignments, Projects and Programmes, deliver the agreed objectives.
7. Project Management – Ability to establish the organizational structure and coordinating mechanisms (e.g., steering group/project team), for a complex project or programme.

Behavioral Competencies
1. Leadership - Ability to motivate, influence and staff to act towards achieving a common goal. Create and articulate a vision, inspiring others to work towards achieving the vision and providing developmental and stretching opportunities to staff - in line with skills, abilities, and experience.
2. Decision Making - Ability to go through a thought process of selecting the logical choice out of a set of options within a reasonable amount of time.
3. Professionalism, Work Ethic & Integrity - Ability to convey the level of excellence and competence that is expected. Define, communicate, and consistently exemplify the Bank’s values and ethics.
4. Collaboration and Teamwork - Ability to work collaboratively within a group of people to achieve a common goal. Support team members to take decisions independently and take the lead in their area of expertise.
5. Accountability and Professional Development - Lead initiative/s or action/s towards the achievement of the Department’s goals
6. Creativity and Innovation - Promote an environment that encourages creative thinking, and innovation within the ambits of existing rules/guidelines.
7. Digital Mind-Set - Ability to recognize the importance and impact of technology on the ways of working and integrate technology in the day-to-day job to achieve efficiency, quality, and productivity in the function.
8. Risk Awareness and Focus - Ability to forecast and evaluate all forms of Risks together with the identification of procedures to avoid or minimize their impact.
9. Customer Focus - Establish service standards and develop strategies to ensure that the same are met.
10. Emotional Intelligence - Manages emotions in a mature and composed manner as expected of a leader.
11. Highly analytical and ability to challenge status quo based on quantitative facts and impacts.

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