SATIC: KYC Assistant Coordinator

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 Assistant Coordinator provides direct operational, administrative, and coordination support to the KYC Manager and the SATIC KYC Operations Centre.

Working closely with the KYC Manager, the KYC Assistant Coordinator helps ensure that KYC cases progress efficiently through the operational process and that stakeholders receive timely communication, support, and updates.

Summary:

This role requires a highly organised and detail-oriented individual who can provide operational and administrative support to the KYC Manager while assisting with the day-to-day coordination of KYC activities. The successful candidate will support workflow monitoring, maintain operational trackers and reports, coordinate stakeholder communications, manage mailbox activities, track outreach responses, and assist with escalation management. The role requires strong organisational skills, attention to detail, effective communication, and the ability to work in a structured, process-driven environment

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 Assistant Coordinator is a Senior Associate-level role that provides direct operational, reporting, administrative, and stakeholder coordination support to the KYC Manager, enabling the effective management and delivery of KYC operations across PwC African territories.

The KYC Assistant Coordinator will be supporting the KYC Lead Coordinator with 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:
• Opening balance of active cases at the beginning of the day.
• Number of new cases received.
• Number of cases progressed.
• Number of cases completed, where applicable.
• Closing balance at the end of the day.
• Outreach cases awaiting engagement team responses.
• Concerning cases requiring territory R&Q support.
• 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.

Agencies please note: This recruitment assignment is being managed directly by PwC’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.

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.