Customer Service Manager Operations

### Role Purpose The Customer Service Manager, Liability Operations is responsible for managing end-to-end operational workflows for corporate clients, ensuring compliance with existing policies, and delivering seamless transaction processing and customer experience. 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. ### Key Responsibilities 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. 2. 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. 3. Internet Banking & Digital Platform Support - Guide corporate customers on how to navigate and use the Internet Banking platform for online fund transfers, remittances, trade services, and account management. - Provide step-by-step assistance to customers experiencing difficulties with digital banking features, ensuring smooth adoption. - Act as the primary point of contact for resolution of digital banking issues, coordinating with the technology team to troubleshoot platform-related problems. 4. 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. - Build and maintain strong working relationships with corporate clients to understand their operational needs. 5. Call Centre Collaboration & Issue Resolution - Connect with the call centre to assist in the resolution of complex customer issues, providing subject matter expertise on liability operations. - Provide guidance and coaching to call centre staff on transaction workflows, CIB queries, and regulatory requirements. - Monitor and follow up on escalated cases to ensure they are resolved within defined service level agreements (SLAs). 6. 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. 7. General - Undertake any other relevant tasks or duties as assigned by the Reporting Manager. ### Required Qualifications & Experience - 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