AML Refresh Team Leader (6 Month Contract) at IQbusiness

Job Description

• We are seeking an experienced AML Refresh Team Leader to lead a team of analysts within a high-volume AML refresh programme in a financial services environment.
• This is a Johannesburg-based contract role, suited to a hands-on leader who can balance delivery, team performance, and customer engagement within a regulated, high-pressure context.
• You will be responsible for driving team performance, ensuring quality and compliance across CDD reviews, and managing escalations and stakeholder communication. This is a hybrid role which requires the individual to be based at our offices in Rivonia 3 days a week.

Key Responsibilities and Output Areas Include:

Team Leadership & Delivery

• Lead, guide, and manage a team of AML Refresh Analysts to deliver on project objectives.
• Assign work, monitor workloads, and ensure timely completion of CDD reviews.
• Ensure adherence to AML refresh procedures, contact strategies, and record-keeping standards.

Performance Management & Quality Assurance

• Monitor individual and team performance against defined metrics and targets.
• Implement quality assurance frameworks to ensure accuracy and consistency of outputs.
• Provide coaching, feedback, and support to improve performance and capability.

Workflow & Process Optimisation

• Design and manage efficient workflows for CDD reviews, ensuring balanced resource allocation.
• Identify bottlenecks and drive process improvements to enhance productivity and compliance.

Escalations & Stakeholder Engagement

• Act as the escalation point for complex or high-risk cases and customer issues.
• Engage with internal stakeholders, including compliance, legal, and regulatory teams.
• Prepare and present performance and operational reports to leadership.

Customer Interaction & Call Centre Leadership

• Support the team in managing high-volume customer interactions and escalated queries.
• Handle difficult or complex customer engagements professionally, ensuring service and compliance standards are met.

Risk & Compliance Oversight

• Identify and manage risks within the AML refresh process.
• Ensure alignment with regulatory requirements and internal compliance standards.

Key Requirements

• Proven experience leading teams in AML, KYC, or compliance-driven environments
• Strong experience in call centre or high-volume customer engagement environments
• Demonstrated ability to manage escalations and difficult customer interactions
• Strong leadership, coaching, and performance management capability
• Excellent communication, stakeholder management, and problem-solving skills
• High resilience and ability to operate under pressure

Technical & Domain Knowledge

• Strong understanding of AML frameworks, CDD processes, and regulatory requirements
• Experience in quality assurance, workflow management, and performance tracking
• Exposure to financial services compliance environments, ideally within large-scale programmes