Senior Manager – Service Governance

Senior Manager – Service Governance

Department: Technology and operations

Reports to: Head, Custody Operations

Unit: Custodial Services

Positions: 1

Country: Kenya

Closing on: 8 October 2026

The role holder is responsible for establishing, leading and continuously enhancing the service governance framework across Custody Operations. This role ensures that all custody services are delivered consistently, efficiently and in accordance with agreed service standards, regulatory requirements and client expectations.

The incumbent will champion service excellence, oversee operational performance management, drive client experience initiatives, coordinate service review forums, monitor service risks and spearhead continuous improvement programmes. The role serves as a critical link between Custody Operations, Custody Business, Technology, Risk, Compliance and external market stakeholders to ensure delivery of a market-leading custody service proposition.

The position is expected to proactively identify opportunities for service enhancement, operational efficiency and digital transformation while strengthening governance, accountability and transparency across the end-to-end custody operating model.