Senior Manager Customer Life Cycle

Sidian Bank is hiring for the Senior Manager Customer Life Cycle position in Nairobi. This is a full time role. Qualification level: Bachelors; experience: 0 – 4 yrs. 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… Applications close on 30 November 2026.

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 Responsibilities

Channels Operations Leadership & Governance

Key responsibilities

• The job holder will be responsible for providing end-to-end back-office operational leadership for the Bank’s delivery channels.
• 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.

Requirements

• Bachelor’s degree in business, Banking, Finance, Operations Management, Information Technology, Engineering, or…

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