Associate Client Management Enablement

Job Summary

Responsible for end-to-end Credit Reference Bureau (CRB) administration and operations, maintaining accurate customer credit information for credit decisions, liaising with the Central Bank and CRB providers, managing third-party/vendor risks, and producing regulatory/audit/management reports with strong data integrity and compliance.

Key Responsibilities

• Strategy
  Support delivery of the CRB unit strategy and drive continuous improvement in CRB processes, controls, and service delivery.
• Enablement Standards
  Promote consistent use of operating instructions and standard work, apply a collaborative risk-based approach, strengthen engagement with auditors/regulators, embed governance and reporting best practice, support a “zero operational loss/first time right” culture, and assist with regulatory/audit requests.
• Business
  Own CRB operations end-to-end, act as liaison with regulators and CRB providers, manage third-party expectations, and oversee vendor relationships/SLAs including performance and issue resolution.
• Processes
  Prepare/validate/submit CRB and regulatory reports; update extraction logic to meet changing requirements; submit Bank of Uganda monthly and other required reports; ensure data accuracy and timeliness; manage disputes and data remediation; produce management/productivity reporting; manage access to CRB platforms/EUCs; reconcile invoices; support audits/examinations/information requests; maintain cross-functional working relationships; manage vendor review meetings and operational issues; support credit fulfilment/monitoring/custodial activities; complete ad-hoc tasks as assigned.
• People & Talent
  Support onboarding and guidance for new joiners, complete an agreed learning plan and milestones, and support business continuity/resource risk management with team leads.
• Risk Management
  Embed a compliance culture, conduct monitoring under the Operational Risk Framework, follow operating instructions and procedures, escalate control/policy deviations, comply with laws/regulations/policies, execute KCSA/CST controls on time, monitor KRIs with corrective actions, and engage second-line functions on reviews and escalations.
• Governance
  Ensure effective MIS for monitoring performance and risk, analyse reports, support remediation, and comply with internal/external governance standards including audits and regulatory reviews.
• Regulatory & Business Conduct
  Demonstrate strong conduct aligned to the Group’s Values/Code, uphold ethics and regulatory standards, comply with laws and policies, and identify/escalate/mitigate/resolve conduct and compliance issues.

Internal

• Client Management teams (Managers/Specialists/Makers/Checkers), Country Client Management Head, Country Compliance, Group Internal Audit, and Lending/Credit/Finance/Risk/Financial Crime teams.

External

• Bank of Uganda, Uganda Bankers Association CRB/Credit Committees, CRB service providers, and third-party vendors.

Other Responsibilities

Embed the Group brand/values in Client Management and perform additional tasks as assigned under applicable policies.

Skills and Experience

• Data analysis/reporting, regulatory reporting, stakeholder management (including external/regulators), operational risk and controls, and process improvement.

Qualifications

Degree with 2–3 years relevant experience (credit/statistics/data reporting/banking operations); knowledge of credit bureau operations and lending risk; strong banking fundamentals; attention to detail; ability to work independently to deadlines; strong stakeholder and communication skills; Intermediate Excel proficiency; basic database/SQL capability; dispute resolution skills; high integrity and compliance mindset.