CSD Account Management Officer

1. Onboard new participants and settlement banks on the DhowCSD system ensuring proper KYC procedures are adhered to during the process.

2. Tasked with updating and approving CBK clients, participants, and settlement banks information upon request.

3. Responsible for providing support to the CBK clients and system participants as they navigate the accounts management process in the DhowCSD system.

4. Support the Management by providing regular reports on account opening/update/summary of clients and participant accounts in the DhowCSD system.

5. Carry out continuous training for participants on their functions in the DhowCSD to ensure uniformity in understanding of the system as well as to ensure they are up to date with any system updates.

6. Training and sensitization of internal staff and CBK clients on accounts management processes and activities.

7. Risk incident identification and reporting.

8. Carrying out market engagement centred around accounts management by conducting investor education and awareness activities on government securities in public forums.

9. Undertake system tests related to accounts management process to support system upgrades.

10. Raise Change requests for the systems as and when needed.

11. Resolve DhowCSD accounts management related issues through raising of Request Tickets to address the issues.

12. Liaise with vendors for the DhowCSD to Fastrack resolution of issues raised.

13. Responding to clients’ queries, issues, and feedback through the various channels (emails/ telephone) and ensuring customer satisfaction is maintained.

14. Monitor and engage settlement banks to ensure prompt approval of CBK retail investors profiles and/or accounts within the stipulated time in the SLA Agreements.

15. Support the call centre in resolving escalated queries and issues in the DhowCSD.

16. Undertake quality assurance exercises to ensure that in approval of CBK retail investors accounts, settlement banks comply with CBK requirements.

17. Undertake quality assurance exercises to ensure that in management of their client accounts, participants comply with CBK requirements for accounts management.

18. Carrying out periodic data clean up exercises of client information to ensure accuracy, adequacy, completeness, reliability, and usefulness of the data in client database.

19. Liaising with audit teams in matters related to account management operations, by providing documentation and responses to audit queries raised.

20. Preparation of documents, and continuous and timely review of information related to accounts management on the CBK website.

21. Carry out KYC by undertaking SWIFT confirmations for change of critical client details such as settlement details and biodata.

22. Continuous review and update of Accounts management operations manual, systems rules, user guides and Service level agreements.

23. Provide ad hoc client analysis reports upon request by management.

24. Strategy formulation and tracking.

25. Any other roles and responsibilities that may be assigned.