SATIC: KYC Team Lead

PwC; Durban; Hybrid; ZAR 600,000 - 900,000; Full time

Job summary

PwC South Africa Technology & Innovation Centre (SATIC) is seeking an experienced KYC Team Lead to head a team of KYC Analysts delivering AML and client onboarding activities.

The role focuses on workload management, quality, governance, and stakeholder engagement, with daily coaching and performance management in a hybrid working model.

This leadership position requires strong financial crime knowledge and a track record of improving processes.

Qualifications

• 3–5 years' experience leading teams in a delivery-driven environment.
• Background in AML or Financial Crime with regulatory awareness.
• Experience in regulated financial services or professional services.

Responsibilities

• Lead and manage a team of KYC Analysts delivering AML and onboarding activities
• Oversee workload allocation, prioritisation and SLA delivery
• Monitor quality outcomes and drive right-first-time performance
• Manage escalations, risks and stakeholder communications
• Conduct coaching, performance discussions and team development activities
• Analyse operational trends and contribute to continuous improvement initiatives
• Support governance reporting and management information requirements
• Assign AML requests to Analysts and manage daily workload distribution
• Prioritise urgent and high-risk onboarding requests from stakeholders
• Monitor analyst throughput and progress against assigned work
• Ensure AML cases are picked up and progressed within agreed SLAs
• Monitor quality review outcomes and team Right-First-Time metrics
• Provide guidance and support to Analysts
• Review recurring errors and implement corrective actions
• Ensure quality feedback is actioned and documented
• Act as primary escalation point for AML delivery and quality issues
• Manage and track escalations on central trackers
• Liaise with Belfast Client Onboarding team on priorities, risks and delivery issues
• Prepare and lead daily team huddles
• Conduct 1-1 meetings and maintain records
• Provide day-to-day coaching and on-the-job support
• Manage formal performance processes
• Support Analyst development and progression through RTC
• Perform trend analysis on quality, throughput and escalations
• Document actions taken in response to stakeholder feedback
• Support governance pack creation and attend governance meetings
• Contribute to process improvements and operational maturity

Skills

Team leadership

AML

Stakeholder management

Quality assurance

Coaching

Education

Tertiary qualification in Law/Compliance/Risk/Business

Job description

Join PwC South Africa Technology & Innovation Centre (SATIC)

At PwC, we help clients build trust and reinvent so they can turn complexity into competitive advantage. Through our South Africa Technology & Innovation Centre (SATIC), we deliver high-quality, scalable and risk-managed services that support PwC's global network.

We are looking for an experienced KYC Team Lead to lead a team of KYC Analysts responsible for AML and Client Onboarding activities. This is an exciting opportunity for a people-focused leader with strong financial crime, AML and stakeholder management experience.

What you'll do

• Lead and manage a team of KYC Analysts delivering AML and onboarding activities
• Oversee workload allocation, prioritisation and SLA delivery
• Monitor quality outcomes and drive right-first-time performance
• Manage escalations, risks and stakeholder communications
• Conduct coaching, performance discussions and team development activities
• Analyse operational trends and contribute to continuous improvement initiatives
• Support governance reporting and management information requirements

Delivery & Workflow Management

• Assign AML requests to Analysts and manage daily workload distribution
• Prioritise urgent and high-risk onboarding requests from stakeholders
• Monitor analyst throughput and progress against assigned work
• Ensure AML cases are picked up and progressed within agreed SLAs

Quality & Control Oversight

• Monitor quality review outcomes and team Right-First-Time metrics
• Provide guidance and support to Analysts to address quality issues
• Review recurring errors and implement corrective actions
• Ensure quality feedback is actioned and documented appropriately

Stakeholder & Escalation Management

• Act as the primary escalation point for AML delivery and quality issues
• Manage and track escalations on central trackers
• Liaise with the Belfast Client Onboarding team on priorities, risks and delivery issues

People Leadership & Performance Management

• Prepare and lead daily team huddles for the SATIC team
• Conduct 1-1 meetings in line with SATIC performance objectives and maintain appropriate records
• Provide day-to-day coaching and on-the-job support to Analysts
• Manage formal performance processes where required
• Support Analyst development and progression through the Route to Competency (RTC)

Governance, MI & Continuous Improvement

• Perform trend analysis on quality, throughput and escalations
• Document actions taken in response to stakeholder feedback
• Support governance pack creation and attend governance meetings where required
• Contribute to process improvements and operational maturity initiatives

Performance, SLA & quality expectations

• Ensure AML cases are allocated and picked up within 24 hours of submission
• Ensure analyst queries are responded to within 24 hours
• Manage team delivery against daily and ongoing throughput targets
• Own and drive team RFT quality outcomes in line with RTC thresholds
• Ensure timely and accurate timesheet submission and chargeability review

What we're looking for?

• Relevant tertiary qualification in Law, Compliance, Risk, Business or a related field
• AML or Financial Crime certifications (CAMS, ACAMS or ICA) advantageous
• 3-5 years' experience leading teams within a delivery-driven environment
• Experience within regulated financial services or professional services environments
• Strong leadership, coaching and stakeholder management skills
• Excellent communication and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment

Why PwC?

At PwC, you'll work with talented professionals in a collaborative environment where innovation, development and continuous learning are encouraged. You'll have the opportunity to make an impact while building your career within a globally recognised organisation.

Important Note:

The successful candidates will be required to work the standard office hours of the UK office. During the training period, attendance in the office will be required on a daily basis. Following the completion of training, candidates will transition to a hybrid working model. Please note that PwC SATIC is currently refining its hybrid working approach, and this remains subject to change in line with business, client, and team requirements.