SATIC: KYC Team Lead

PwC; Johannesburg; Hybrid; ZAR 700,000 - 900,000; Full time

Job summary

PwC South Africa Technology & Innovation Centre (SATIC) in Johannesburg seeks an experienced KYC Team Lead to lead a team of AML and onboarding analysts, ensuring right-first-time delivery and strong governance. You will manage workload, oversee escalations, and drive continuous improvement in a fast-paced, regulated financial services environment.

The role requires 3–5 years of leadership experience, AML/financial crime exposure, and excellent stakeholder management.

Qualifications

• Relevant tertiary qualification in Law, Compliance, Risk or 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.

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 to address quality issues.
• Review recurring errors and implement corrective actions.
• Ensure quality feedback is actioned and documented appropriately.
• 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.
• 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).
• 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.
• 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.

Job description

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)
• 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.

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.