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. Senior Manager Channel Operations JOB PURPOSE The job holder will be responsible for providing end-to-end back-office operational leadership for the Bank’s delivery channels. The role oversees Digital Banking Operations, Merchant & Agency Banking Operations, and Channels Monitoring & Service Delivery, ensuring secure, stable, efficient, and well-controlled processing across mobile and internet banking, USSD, cards, ATMs, point-of-sale and e-commerce services, agency banking, merchant acquiring, wallets, APIs, payment gateways, and emerging channels. The role is also accountable for transaction processing and exception management, reconciliations and settlement support, operational controls, service availability, incident coordination, service recovery, vendor performance, change readiness, and continuous improvement. It operates as a second-line operational support function to customer-facing teams and does not directly serve customers. KEY RESPONSIBILTIES Channels Operations Leadership & Governance Set the channels operations strategy, operating model, annual plan, service standards, control framework, and improvement roadmap in alignment with the Operations Division’s objectives. Maintain clear ownership, procedures, service-level agreements, escalation matrices, capacity plans, and management information for all supported channels and operational processes. Provide effective leadership across Digital Banking Operations, Merchant & Agency Banking Operations, and Channels Monitoring & Service Delivery teams, ensuring appropriate staffing, segregation of duties, succession, and capability development. Act as the principal Operations liaison with Technology, Information Security, Product, Finance, Risk, Compliance, Customer Experience, Treasury, vendors, payment schemes, aggregators, and telecommunications partners. Digital Banking Operations Oversee back-office operations for mobile banking, internet banking, USSD, wallets, cards, ATMs, payment gateways, APIs, account-to-account transfers, digital collections and disbursements, and other emerging digital services. Ensure timely processing, posting, balancing, settlement support, exception handling, reversals, refunds, dispute administration, suspense-account review, and closure of aged items within approved service levels. Maintain operational readiness for new products, releases, integrations, parameter changes, migrations, and upgrades through impact assessment, user acceptance support, cut-over planning, operational acceptance, documentation, and post-implementation review. Ensure authorized channel configurations, limits, fees, settlement instructions, routing rules, user access, reference data, and operational calendars are accurately maintained and independently verified. Merchant & Agency Banking Operations Lead operational support for merchant acquiring and agency banking, including approved onboarding fulfilment, terminal or device setup coordination, profile maintenance, settlement operations, commission and fee processing, liquidity-support processes, and closure or offboarding. Oversee merchant and agent transaction reconciliation, settlement exceptions, chargebacks, disputes, reversals, dormant or inactive profiles, device inventory controls, and aged-item resolution. Track agent, merchant, aggregator, and scheme service performance; enforce contractual service levels; and coordinate corrective action for recurring failures, control gaps, or operational losses. Ensure operational processes comply with approved due-diligence decisions, product rules, regulatory requirements, scheme standards, Bank policies, and delegated authority. Channels Monitoring, Service Delivery & Service Recovery Direct continuous monitoring of channel availability, transaction success rates, response times, integration of health, settlement status, queue volumes, exceptions, and operational dependencies using dashboards and defined thresholds. Own operational incident coordination for channel disruptions, ensuring rapid triage, impact assessment, escalation, stakeholder communication, workaround activation, service restoration, backlog clearance, reconciliation, and controlled return to normal service. Maintain and test channel-specific service-recovery playbooks, business-continuity arrangements, fallback procedures, contact trees, and recovery-time and recovery-point requirements with relevant teams and providers. Lead post-incident reviews and problem-management actions, ensuring root causes, customer and financial impacts, control failures, lessons learned, and preventive actions are documented, assigned, tracked, and verified. Publish timely service reports and dashboards covering uptime, success rates, incidents, recovery performance, transaction backlogs, recurring defects, service-level breaches, and improvement actions. Operational Risk, Controls & Compliance Establish and test preventive and detective controls over channel processing, reconciliations, settlement, suspense accounts, access, parameter changes, maker-checker activities, data integrity, third parties, and end-of-day operations. Maintain channel risk and control self-assessments, key risk indicators, operational loss records, issue logs, audit evidence, and remediation plans; escalate material exposures promptly. Ensure channel operations comply with applicable banking and national payment-system requirements, consumer-protection obligations, data-protection standards, scheme rules, and internal policies. Support investigations into channel incidents, fraud, complaints, settlement differences, and operational losses by providing complete records, system evidence, reconciliations, and process expertise. Performance, Vendors & Continuous Improvement Manage the department’s budget, workforce, vendor services, licences, devices, and operational resources to achieve service and control objectives cost-effectively. Define and monitor key performance indicators, including availability, transaction success rate, mean time to acknowledge and restore, reconciliation completion, exception ageing, settlement accuracy, dispute turnaround, backlog, vendor performance, operational losses, and control effectiveness. Drive automation, straight-through processing, workflow optimization, capacity improvement, data-quality enhancement, and elimination of recurring manual interventions and failure points. Prepare management reports and recommendations for the Head of Operations and relevant governance forums, highlighting service performance, risks, incidents, trends, dependencies, and investment priorities. DECISION MAKING AUTHORITY Prioritizes operational incidents, service-recovery actions, workload, and resources within approved policies and delegated authority. Approves operational procedures, reconciliations, exception resolutions, access and parameter changes, and service-restoration decisions within established control limits. Recommends channel investments, vendor actions, process changes, staffing levels, risk acceptance, and material incident responses to the Head of Operations and relevant governance forums. ACADEMIC AND PROFESSIONAL QUALIFICATIONS Education Bachelor’s degree in business, Banking, Finance, Operations Management, Information Technology, Engineering, or a related discipline; a relevant postgraduate qualification is an added advantage. Professional Certification Relevant certification in IT service management, project management, operational risk, payments, process improvement, or business continuitysuch as ITIL, PMP/PRINCE2, Lean Six Sigma, or equivalentis desirable. WORK EXPERIENCE Minimum of eight (8) years’ progressive experience in banking operations, payments, digital channels, merchant acquiring, agency banking, service management, or a related financial-services environment, including at least 3 years in a leadership role. Demonstrated experience managing high-volume, multi-channel back-office operations, reconciliations, settlements, incidents, vendors, operational controls, and service recovery. Proven experience leading cross-functional service restoration, operational change, process improvement, and executive-level reporting. SKILLS & COMPETENCIES Strong knowledge of digital banking, cards, ATMs, merchant acquiring, agency banking, wallets, APIs, payment gateways, transaction switching, clearing, reconciliation, and settlement operations. Expertise in service monitoring, incident and problem management, service recovery, business continuity, operational readiness, capacity management, and vendor service governance. Strong understanding of operational risk, internal controls, scheme rules, payment-system requirements, data protection, information security, and audit expectations. Advanced analytical ability, including interpretation of transaction, service, settlement, reconciliation, and incident data to identify trends and drive decisions. Excellent leadership, stakeholder management, vendor negotiation, judgement, written communication, and executive presentation skills. Ability to remain composed during major incidents, establish clear priorities, coordinate multiple teams, and restore services safely and promptly. Senior Manager Customer Life Cycle 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. Senior Manager – Corporate Operations JOB PURPOSE To provide strategic leadership over Corporate Operations, ensuring accurate, timely and well-controlled execution of treasury operations, trade operations, custody operations and payments operations in line with the Bank’s strategy, customer commitments, risk appetite, regulatory obligations and internal control framework. The role drives operational excellence, service reliability, process discipline, automation, stakeholder collaboration, audit issue closure and continuous improvement across all corporate operations units while providing direct leadership to the Managers responsible for Treasury, Trade, Custody and Payments Operations. KEY RESPONSIBILTIES Set and drive the Corporate Operations agenda across treasury, trade, custody and payments, ensuring priorities support business growth, customer commitments, resilience and regulatory expectations. Oversee end-to-end operational performance, including transaction processing, settlements, reconciliations, documentation, reporting, investigations and exception management within agreed SLAs and cut-off times. Maintain a strong first-line control environment by embedding maker-checker discipline, AML/CFT and sanctions controls, audit readiness, issue closure, incident management and timely escalation of material risks. Partner with business, treasury, risk, compliance, finance, technology, legal, audit and external counterparties to remove operational bottlenecks and deliver reliable customer and stakeholder service. Sponsor process simplification, automation, straight-through processing, reconciliation improvements and capacity planning to reduce manual work, errors, turnaround time and operational cost. Provide clear governance reporting on volumes, SLA performance, exceptions, risk events, reconciliations, audit actions, productivity and regulatory matters for management review and decision-making. Lead and develop the Treasury, Trade, Custody and Payments Operations managers, strengthening accountability, capability, succession readiness and a culture of ethical, controlled execution. DECISION MAKING AUTHORITY Approve operational decisions within delegated authority and the Bank’s policy framework. Escalate material operational, compliance, customer, fraud, audit and regulatory issues to the Head of Operations and relevant governance forums. Recommend process, policy, system and control enhancements affecting Treasury, Trade, Custody and Payments Operations. Allocate work, resources and priorities across Treasury, Trade, Custody and Payments Operations to support business continuity, service delivery and control effectiveness. ACADEMIC AND PROFESSIONAL QUALIFICATIONS Bachelor’s degree in Business, Finance, Accounting, Banking, Economics, Operations Management or a related field. Master’s degree in Business, Finance, Strategy, Operations or a related discipline will be an added advantage. Professional banking qualifications such as AKIB or an equivalent recognized banking certification will be an added advantage. Training or certification in operational risk, AML/CFT, compliance, project management, Lean Six Sigma, business process improvement or digital transformation will be advantageous. WORK EXPERIENCE Minimum of 8–10 years’ progressive experience in banking operations, corporate operations, service delivery, operational risk or related banking functions. At least five (5) years’ experience in a senior leadership role managing multi-unit operations teams in a regulated financial institution. Demonstrated experience in service delivery management, audit issue closure, operational risk control, regulatory compliance, process improvement and stakeholder management. Good experience in supporting treasury, trade finance, custody, payments, digital channels or centralized operations environments will be an added advantage. SKILLS & COMPETENCIES Strong knowledge of corporate operations, treasury settlements, trade finance operations, custody operations, payments processing, reconciliations, exception management, operational risk management, audit issue closure and multi-unit performance management. Good understanding of applicable Kenyan banking regulations, CBK prudential expectations, POCAMLA, data protection requirements and internal control standards. Ability to interpret operational data, define KPIs, prepare management reports and convert insights into corrective action. Strong proficiency in Microsoft Office applications and working knowledge of core banking, workflow, service management, reporting and issue-tracking systems. Practical understanding of business continuity, incident management, outsourcing/vendor risk and change management within banking operations. Senior Manager – Branch Operations & Service Delivery JOB PURPOSE The job holder will be responsible for providing strategic leadership and oversight for all Branch Operations functions, ensuring efficient, compliant, and customer-focused service delivery across all branch banking channels. The Senior Manager will also drive operational excellence, regulatory compliance, and continuous improvement in support of the organization’s business objectives KEY RESPONSIBILTIES Leadership & Strategy Develop and implement the Branch Operations strategy in alignment with overall Operations and business goals. Lead, mentor, and develop a high-performing team of Branch Operations Managers. Foster a culture of service excellence, accountability, and continuous improvement. Operational Oversight Oversee daily operations across Currency and Branch Service & Operations. Ensure all processes are efficient, customer-centric, and compliant with internal policies and regulatory requirements. Monitor key performance indicators (KPIs) and drive initiatives to improve operational efficiency and service quality. Risk & Compliance Ensure strict adherence to regulatory requirements, internal controls, and risk management frameworks. Oversee the implementation of KYC, AML, and other compliance-related processes within Branch Operations. Lead audits and respond to findings, ensuring timely closure of action items. Stakeholder Management Collaborate with other departments (e.g., IT, Risk, Compliance, Business Development) to support business initiatives and resolve operational challenges. Serve as the escalation point for complex operational issues affecting branch customers. Process Improvement Identify opportunities for process automation, digitization, and re-engineering to enhance customer experience and reduce operational costs. Lead or sponsor projects aimed at operational transformation within the branch Operations segment. ACADEMIC AND PROFESSIONAL QUALIFICATIONS University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree. Master’s degree will be an added advantage. WORK EXPERIENCE Minimum 8 years’ experience in banking operations, with at least 3 years in a senior leadership role overseeing Branch operations. Strong knowledge of retail banking products, KYC/AML regulations, and operational risk management. Proven track record in leading teams, driving process improvements, and managing change SKILLS & COMPETENCIES Practical experience in use of relevant MS office applications, especially Excel, Word and PowerPoint. Extensive knowledge of Banking theory and practice, Central Bank’s Prudential Guidelines, FATCA, POCAMLA, POTCA and related procedures. Possess thorough knowledge of banking products and services and also a wider understanding of the general banking universe/Industry. Excellent and demonstrated leadership capacity including possession of strategic development, monitoring, execution and reporting skills (Have a strategic outlook) Strong organizational, administrative and analytical skills including oral and written communication skills. Strong negotiation and interpersonal skills and ability to motivate, coach and mentor staff. Good communication and engagement skills. PROFESSIONAL CERTIFICATION Professional Banking qualification (AKIB) is an added advantage. Don't Keep Share!: WhatsApp Tweet