Manager, Core Banking Customer Information

Job Purpose

To manage and support the IT systems that maintain customer information within the Core Banking platform. The role ensures that customer data is accurate, secure, compliant with regulatory requirements, and seamlessly integrated across banking systems to support business operations, customer experience, and regulatory reporting.

Key Responsibilities

System Support & Maintenance

• Provide day-to-day technical and functional support for customer information modules in the core banking system.
• Ensure high availability, accuracy, and performance of customer data management systems.
• Troubleshoot and resolve system errors, incidents, and data discrepancies.
• Manage configurations, parameterization, and system upgrades for customer information modules.

Data Integrity & Compliance

• Implement and enforce data quality standards, validation checks, and deduplication processes.
• Ensure compliance with CBK Prudential Guidelines, Data Protection Act 2019, AML/KYC requirements, and IT security standards.
• Maintain audit trails and controls for customer data access and modifications.
• Work with Risk, Compliance, and Audit teams to close gaps in customer data management.

Integration & Interoperability

• Manage integration of customer information with CRM, digital channels, credit scoring, and regulatory reporting systems.
• Ensure seamless flow of customer data across enterprise applications.
• Collaborate with IT teams to automate onboarding and KYC processes.

Business Support & Stakeholder Engagement

• Act as IT liaison with business units (Operations, Risk, Compliance, Retail/Corporate Banking) for customer information needs.
• Translate business requirements into IT system enhancements for customer data management.
• Provide technical training and system guidance to business users.
• Support projects that involve customer onboarding, information updates, and customer lifecycle management.

Risk, Security & Monitoring

• Ensure system access controls and segregation of duties for customer information modules.
• Monitor system logs for unauthorized access or anomalies.
• Support cybersecurity teams in securing customer information within the CB system.

Continuous Improvement

• Monitor performance and recommend optimizations for customer information systems.
• Drive automation and digitization of customer onboarding and maintenance processes.
• Research emerging technologies (biometrics, digital identity, eKYC) to enhance customer data management.

Job Specification

Education

• Bachelor’s degree in Information Technology, Computer Science, Data Management, or related field.
• Master’s degree in IT Management, Data Governance, or Business Administration is an added advantage.
• Professional certifications: CDMP, ITIL, CISA, ISO 27001, or relevant vendor certifications.

Work Experience

• At least 7 years’ IT experience in core banking systems and data management, with 3+ years in a managerial role.
• Strong knowledge of customer information processes, regulatory requirements, and IT governance frameworks.

Key Skills & Competencies

• Strong expertise in customer information systems and core banking platforms.
• Excellent troubleshooting, problem-solving, and analytical skills.
• Knowledge of data governance, data protection, and regulatory compliance.
• Experience in system integration (APIs, middleware, CRM).
• Strong communication, stakeholder management, and training skills.
• High integrity, attention to detail, and customer focus.