Customer Service Manager, Liability Operations

Role Purpose

This role serves as a critical liaison between corporate customers, relationship managers, service providers, the call centre, and internal technology teams — ensuring all banking operations and digital service channels are executed accurately, securely, and in a timely manner.

1. Corporate Client Operations & Onboarding

• Coordinate end-to-end operations for corporate customers, including onboarding, account servicing, remittances, and allied service requests.
• Receive and process requests from customers and relationship managers (RMs) for onboarding, KYC reviews, remittances, and transactions; raise suitable workflows to relevant service provider teams.
• Scrutinise all transaction requests prior to submission to service providers, ensuring accuracy, completeness, and compliance.
• Prepare and verify Operations Memos for transaction-related activities including Fixed Deposits (FD), inward and outward remittances, and Audit Confirmations.

1. Transaction Management & Verification

• Conduct financial and non financial transaction verification with customers via recorded telephone lines in line with established security protocols.
• Track and monitor all transactions being processed by service providers to ensure they are executed accurately and within agreed timelines.
• Liaise with service providers to resolve queries and facilitate smooth transaction processing.
• Ensure all transactions submitted by clients and RMs are processed in a timely and compliant manner.
• Handle Corporate Internet Banking (CIB) related transactions, including fund transfers and trade online services.
• Check the Nostro account daily for any pending incoming funds lying unallocated.

1. Internet Banking & Digital Platform Support

• Guide corporate customers on how to navigate and use the Internet Banking platform for:

• Provide step-by-step assistance to customers experiencing difficulties with digital banking features, ensuring smooth adoption and usage of online channels.
• Act as the primary point of contact for resolution of digital banking issues, coordinating with the technology team to troubleshoot and resolve platform-related problems faced by customers and service providers.

1. Customer Relationship & Enquiry Management

• Handle enquiries from both RMs and external corporate clients, ensuring prompt, professional, and accurate resolution.
• Serve as an escalation point for complex or sensitive client queries, working collaboratively with internal stakeholders to deliver effective solutions.
• Build and maintain strong working relationships with corporate clients to understand their operational needs and proactively address service gaps.

1. Call Centre Collaboration & Issue Resolution

• Connect with the call centre to assist in the resolution of complex customer issues escalated from front-line agents, providing subject matter expertise on liability operations and digital banking.
• Provide guidance and coaching to call centre staff on transaction workflows, CIB queries, and regulatory requirements to improve first-call resolution rates.
• Monitor and follow up on escalated cases to ensure they are resolved within defined service level agreements (SLAs).

1. Reporting & MIS

• Prepare periodic and ad-hoc MIS reports for submission to senior management and/or external agencies.
• Maintain accurate records of operational activities, transaction logs, and client interactions to support audit and management reporting requirements.

1. General

• Undertake any other relevant tasks or duties as assigned by the Reporting Manager in line with the scope of the role.

• Minimum 2 years of experience in banking operations
• Demonstrated experience in customer-facing roles involving transaction processing
• Prior experience working with or supporting a call centre environment is highly desirable