Head - Client Servicing, KYC and Loan Operations

This role will lead all KYC, onboarding, account services, and loan processing activities, ensuring strong governance, efficiency, and regulatory compliance across the bank. It is responsible for driving process integrity, strengthening operational controls, and advancing continuous improvement while managing a high‑performing team and collaborating closely with front office, risk, compliance, audit, and technology stakeholders to safeguard the bank’s operations and reputation.

• Lead, mentor, and manage the KYC‑MO team by ensuring proper staffing, continuous training, and clear performance goals.
• Develop, review, and update operational policies and procedures while continuously improving workflows to ensure efficiency, compliance, and alignment with regulatory and technological changes.
• Oversee all KYC, onboarding, and account maintenance activities, ensuring complete documentation, accurate processing, complex ownership reviews, and strict adherence to AML, Sanctions, KYC, KYT, and CTF requirements.
• Manage the complete lifecycle of bilateral and/ or syndicated loans, including loan account creation, rollovers, repayments, overdrafts, and daily system rate updates (EIBOR, SOFR, SONIA).
• Oversee the Relationship Centre to ensure customer queries are handled promptly, accurately, and within agreed turnaround times.
• Collaborate with Business, Compliance, and Technology teams to improve turnaround times and lead automation and AI initiatives that enhance operational efficiency and accuracy.
• Ensure all staff remain fully aware of financial crime risks and regulatory requirements while promoting a strong culture of compliance across operational teams.
• Act as a key liaison with internal stakeholders and support audit activities by providing required data while ensuring system integration and operational alignment.

• Strong leadership experience in regulated banking environments, with deep knowledge of operations, internal controls, risk management, regulatory compliance, and core/onboarding systems such as Actimize and IMTF.
• Excellent communication, analytical, problem‑solving, and decision‑making skills, with the ability to manage multiple priorities under pressure.
• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field (Master’s preferred), with professional certifications such as ACAMS, CFE, ORM, or Blockchain/Fintech considered an added advantage.
• A minimum of 15 years’ experience in banking or financial services, including at least 10 years in a managerial leadership role overseeing customer onboarding, loan operations, or similar functions.