SATIC: Systems Training Manager-KYC Operations

Overview

SATIC: Systems Training Manager-KYC Operations Jobs in Johannesburg Metropolitan Area at PwC

Title: SATIC: Systems Training Manager-KYC Operations

Company: PwC

Location: Johannesburg Metropolitan Area

About PwC SATIC and the role

PwC SATIC delivers specialised support services that enable high-quality, efficient and consistent execution across the PwC network. Within this environment, the KYC Operations Centre plays a key role in supporting territory teams through the delivery of operationally sound and compliance-aligned KYC activities.

The Manager: DMS Super User and Training is a key role within the KYC Operations Centre, accountable for driving effective adoption, optimisation and support of the Digital Management System (DMS), while leading the design and delivery of structured training solutions for operational teams.

This role will act as the primary DMS subject matter expert for the Operations Centre, providing guidance on system functionality, supporting issue resolution, and helping to drive operational excellence through improved system utilisation. In addition, the role is responsible for developing high-quality training content, user guides and onboarding materials aligned to network standards and territory-specific requirements.

The successful candidate will bring together system expertise, instructional design capability, stakeholder collaboration and compliance awareness to ensure that DMS-related learning and support are practical, consistent and responsive to business needs.

Summary:

To support operational excellence within the KYC Operations Centre by serving as the primary DMS Super User and leading the development, maintenance and delivery of training and user support materials that enable effective system usage, role capability and alignment to KYC/AML operational standards.

Qualifications / Certifications required:

Required:

• Bachelor’s degree in: Business Administration, Information Systems, Compliance, Education, or a related field

Preferred

• Relevant certifications in: Instructional Design, AML, KYC, Compliance Training, Learning and Development

Experience required:

Minimum of 5 years’ relevant experience in: system support, system management or system administration, training design and delivery, operational capability building, and/or compliance-focused environments.

• Experience in AML/KYC, global business services, shared services or professional services environments would be advantageous.
• Demonstrated experience troubleshooting system issues and implementing effective solutions.
• Proven experience developing structured training materials and delivering training to operational teams.
• Experience working with multiple stakeholders across functions or territories is preferred.

Responsibilities of role:

1. DMS Super User and System Support

• Act as the primary point of contact and subject matter expert for DMS-related functionality and user queries within the KYC Operations Centre.
• Provide day-to-day guidance to users on system processes, navigation, functionality and best practice usage.
• Troubleshoot DMS-related issues and work with relevant technical and operational stakeholders to support timely resolution.
• Identify recurring system issues, user challenges and process inefficiencies, and recommend practical improvements.
• Liaise with technical teams regarding defects, enhancements and changes impacting system functionality.
• Maintain and continuously expand DMS expertise to support operational excellence and improved user adoption.

2. Training Design, Development and Delivery

• Conduct analysis of network standards, territory requirements and operational processes to inform training design.
• Develop and maintain structured training programmes for KYC Operations teams, including analysts, quality assurance analysts and team leaders.
• Design and produce high-quality learning content, including:
• training manuals,
• user guides,
• e-learning modules,
• videos,
• process walkthroughs,
• quick reference materials, and
• practical exercises.
• Deliver onboarding training for new joiners and ongoing learning interventions for existing team members.
• Ensure training content is clear, relevant, accessible and aligned to varying levels of technical capability.
• Translate complex system processes and compliance requirements into practical, user-friendly training materials.
• Evaluate training effectiveness and identify opportunities for enhancement based on feedback, operational trends and stakeholder input.

3. User Guide and Knowledge Content Management

• Develop and maintain DMS user guides aligned to network standards and territory-specific operational requirements.
• Ensure guidance materials reflect local regulatory, compliance and business nuances where required.
• Review and update user documentation regularly to reflect system changes, process updates and evolving standards.
• Maintain quality, consistency and version control across all training and support content.

4. Compliance and Standards Alignment

• Apply sound understanding of KYC and AML principles to ensure training and system guidance support compliant operational execution.
• Monitor relevant regulatory, network and territory changes and update training content accordingly.
• Support consistency in how DMS-related processes are understood and applied across the Operations Centre.
• Work with relevant stakeholders to ensure training materials remain aligned to operational and compliance expectations.

5. Stakeholder Collaboration and Cross-territory Support

• Collaborate with local subject matter experts, Territory Risk & Quality teams and operational leaders to ensure content is accurate and fit for purpose.
• Act as a liaison between the KYC Operations Centre and territory stakeholders on training needs, support requirements and DMS-related queries.
• Tailor training and support approaches to accommodate territorial and cultural differences where appropriate.
• Build strong cross-functional relationships to enable knowledge sharing, issue resolution and continuous improvement.

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.

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.