SATIC - KYC Lead Coordinator

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in legal services offer comprehensive legal solutions and advice to internal stakeholders and clients, maintaining compliance with regulations and minimising legal risks. These individuals provide strategic guidance and support across various industries.

In privacy law and data protection at PwC, you will specialise in providing advice and guidance to clients on privacy laws and data protection regulations. You will help businesses navigate the complex landscape of privacy and data protection requirements, confirming compliance with applicable laws and regulations. Working in this area, you will assist in developing privacy policies, conducting privacy impact assessments, and implementing data protection measures to safeguard personal information.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

About PwC SATIC and the role

PwC’s South Africa Technology and Innovation Centre, also known as SATIC, supports the PwC network by delivering high-quality, technology-enabled services across key operational and client support areas. The KYC Lead Coordinator will play a critical role within the SATIC KYC Operations Centre, coordinating the support provided to PwC African territory teams for Know Your Client cases managed through the Global DMS system. The role is responsible for coordinating day-to-day KYC case flow, supporting queue creation based on operational capacity, managing outreach follow-ups, and acting as a key point of coordination for escalations from territory engagement teams and African Risk & Quality stakeholders.

Summary:

This role requires a highly organised, service-oriented individual who can create case queues based on capacity, coordinate outreach follow-ups, resolve or redirect escalations, and produce accurate operational reporting. The KYC Lead Coordinator will help ensure that cases are progressed efficiently,

queries are handled through the relevant mailbox, and issues requiring territory R&Q intervention are identified and escalated appropriately.

The successful candidate will need to demonstrate strong stakeholder management, exceptional attention to detail, operational discipline, and the ability to work in a structured process-driven environment, with extensive use of data and reports, while balancing daily volumes, priorities, and service expectations.

Qualifications /Certifications required:

· Relevant qualification in business administration, LLB, compliance, operations management, or a related field.

· AML/KYC certification

· Experience working with workflow, case management, document management, or ticketing systems would be beneficial.

Experience required:

· Experience in an operations coordination, compliance, KYC, business support, or shared services environment.

· Experience coordinating work queues, allocating work based on team capacity, and monitoring daily workflow progress.

· Experience managing senior stakeholder queries and escalations in a professional services, compliance, or risk environment.

· Experience working with mailbox-based service channels, including tracking requests, following up on outstanding responses, and ensuring timely resolution.

· Experience preparing operational reports, dashboards, trackers, or management updates.

· Experience engaging with multiple stakeholders across teams, territories, or business units.

· Prior experience with KYC platforms, client onboarding systems, or case management tools would be advantageous.

· Experience with resource management and capacity planning

Responsibilities of role:

The KYC Lead Coordinator will be responsible for the following:

Queue coordination and case flow management

· Coordinate the daily creation of KYC case queues for Analysts based on available capacity, case volumes, priorities, aging items, and operational requirements.

· Allocate or delegate allocation of work to the KYC Coordinator assistant to the relevant team members to ensure balanced workload distribution.

· Monitor the opening balance of KYC cases at the beginning of each day and track movement throughout the day.

· Track new cases received, cases progressed, cases completed, and closing balances.

· Identify bottlenecks, aging cases, delayed outreach items, and cases requiring intervention.

· Support the team in maintaining operational discipline and ensuring cases are progressed in line with agreed processes and service expectations.

Global DMS and KYC process coordination

· Monitor cases requiring outreach to engagement teams and track outstanding responses.

· Ensure that cases placed into outreach are followed up in line with the SOP and that missing responses are escalated through the correct channels.

· Maintain visibility of cases that require additional information, clarification, or action from territory engagement teams. Outreach and stakeholder engagement · Act as a key coordination point for engagement with PwC African territory engagement teams and territory Risk & Quality stakeholders.

· Manage KYC-related queries received through the KYC mailbox.

· Ensure mailbox queries are acknowledged, prioritised, tracked, redirected, or resolved as appropriate.

· Coordinate follow-ups where engagement teams have not responded to outreach requests.

· Maintain professional, timely, and clear communication with engagement teams and territory R&Q contacts. Escalation management

· Receive, assess, coordinate, and redirect escalations from territory engagement teams.

· Determine whether escalations should be addressed by the Operations Centre, the territory R&Q team, or another relevant stakeholder.

· Track concerning escalations that require territory R&Q support.

· Escalate cases where there are delayed responses, unclear requirements, risk concerns, process blockers, or urgent business needs.

· Maintain visibility of escalated matters until resolution or until ownership has been formally transferred.

· Support consistent communication and follow-through on escalated cases. Reporting and operational insights

· Prepare daily KYC operational reporting, including:

o Opening balance of active cases at the beginning of the day.

o Number of new cases received.

o Number of cases progressed.

o Number of cases completed, where applicable.

o Closing balance at the end of the day.

o Outreach cases awaiting engagement team responses.

o Concerning cases requiring territory R&Q support.

o Escalated or priority matters requiring management visibility.

· Provide clear updates to relevant stakeholders on queue status, case movement, operational pressures, and support required.

· Identify recurring issues, trends, or process gaps and raise them to management for awareness or improvement action.

· Maintain accurate trackers and records to support transparency, accountability, and service delivery monitoring.

Resource Management and capacity planning XXXXXXXXXX

Desirable skill sets include:

· Strong operational coordination and workflow management skills.

· Strong stakeholder management and relationship-building skills.

· Excellent written and verbal communication skills.

· Proactive and self-starter

· Strong attention to detail and ability to work accurately in a high-volume environment.

· Ability to manage competing priorities and coordinate work under pressure.

· Strong problem-solving and escalation management skills.

· Ability to identify risks, blockers, and cases requiring intervention.

· Strong understanding of KYC, AML, client due diligence

· Strong Excel and reporting capability.

· Ability to work with trackers, dashboards, and case management tools.

· Confidence using Outlook and shared mailboxes for query and escalation management.

· Ability to work collaboratively across territories, teams, and stakeholder groups.

· Service mindset with a focus on responsiveness, quality, and accountability.

Role related attributes:

· Highly organised and structured in approach.

· Proactive and able to anticipate operational risks or delays.

· Client-service oriented with a professional and responsive communication style.

· Accountable and reliable, with strong follow-through.

· Able to remain calm and solutions-focused when handling escalations.

· Able to work independently while also supporting team coordination.

· Adaptable and comfortable working in a changing operational environment.

· Demonstrates sound judgement when prioritising issues or escalating matters.

· Maintains confidentiality and professionalism when handling client and engagement information.

· Process-driven, disciplined, and committed to continuous improvement.

Industry Experience:

Experience in professional services, financial services, compliance, risk management, client onboarding, shared services, or business operations would be advantageous. Experience in KYC, AML, client due diligence.

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Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Job Posting End Date

July 28, 2026