Senior Manager: KYC Lead (Consulting/Big 4)

Our client is a human-led, tech-powered delivery hub focused on solving complex challenges for global clients. It combines deep expertise with cutting-edge technology to drive innovation, operational excellence, and positive societal impact.

 

Role Overview

The Senior Manager of KYC Lead Centre for African Territories is a pivotal leadership role responsible for overseeing the Know Your Customer (KYC) operations across multiple African regions, with an emphasis on optimizing workforce planning, capacity management, data analytics, and operational metrics. The role requires deep expertise in compliance, legal operations, and professional service environments, with a strong focus on maintaining high standards and adherence to service level agreements (SLAs). The position also entails engaging with senior partners and directors, requiring exceptional communication skills and resilience in high-pressure environments.

Job Type: Full Time/Permanent

Location: Johannesburg

Workplace: Onsite

Requirements

• Extensive operational experience in legal or compliance within professional services, with deep subject matter expertise in law and compliance (LLB, MBA preferred).
• Minimum of 7 years of experience in senior management roles within a KYC centre or similar environment.
• Extensive operational experience in legal compliance and professional services, with deepnsubject matter expertise in law and compliance (LLB, MBA preferred).
• Strong analytical skills with expertise in leveraging Excel and Power BI for data analysis and reporting.
• Excellent understanding of KYC processes, regulatory requirements, and operational best practices.
• Proven track record in adhering to and managing SLAs within complex organizational structures.
• Strategic thinker with a problem-solving mindset and the ability to implement innovative solutions.
• Highly operational and detail-oriented, with the ability to manage multiple tasks and priorities effectively under stress.
• Exceptional communication and interpersonal skills, capable of interacting with stakeholders at all levels, including senior partners and directors.
• Resilient and composed under pressure, with the ability to thrive in high-stress environments.
• Driven, proactive, and results-oriented, committed to achieving excellence in KYC operations management.
• Exceptional planning skills
• Deep knowledge of KYC/AML processes in multi-jurisdictional environments
• Strong communication and negotiation skills
• Project management and leadership in fast-paced environments
• Deep understanding of risk management in professional services
• Experience with Lean tools and operational efficiency techniques
• Ability to lead and motivate large teams
• Demonstrable success as a senior leader
• High resilience and adaptability in dynamic environments

Responsibilities

 

Workforce Planning:

• Lead the strategic planning and development of the workforce to ensure alignment with the operational needs of the KYC centre.
• Manage recruitment, training, and development programs to maintain a highly skilled team capable of delivering excellence in KYC operations.
• Forecast workforce requirements based on onboarding of new territories and adjust plans accordingly.

Centre Capacity Planning and Overflow Management:

• Implement effective capacity planning strategies to ensure the centre can handle varying workloads, especially during peak times or when new territories are onboarded.
• Develop and manage overflow processes to maintain service delivery without compromising on quality or compliance.
• Coordinate with cross territory teams to align resources and capabilities with operational demands.

Operational Metrics Management:

• Establish, monitor, and evaluate operational metrics to drive performance and strategic improvements within the centre.
• Ensure metrics are aligned with business objectives and compliance requirements, identifying opportunities for improvement and implementing solutions.
• Collaborate with senior leadership to set KPIs that reflect organizational goals and service standards.

Stakeholder Engagement:

• Engage regularly and effectively with senior partners and directors to provide updates on pressing matters
• Act as most senior escalation point for the service for urgent matters
• Present operational insights, challenges, and strategies to senior leadership, ensuring clarity and fostering collaborative solutions.
• Build strong relationships with internal and external stakeholders to facilitate smooth operations and strategic growth.
• Ensure metrics are aligned with business objectives and compliance requirements, identifying opportunities for improvement and implementing solutions.
• Collaborate with senior leadership to set KPIs that reflect organizational goals and service standards.

Leadership and Team Management:

• Lead, motivate, and manage a large team to foster a culture of excellence, accountability, and continuous improvement.
• Encourage professional development and succession planning within the team to build future leaders within the organization.
• Communicate effectively with team members and stakeholders to ensure transparency and alignment of goals.