Latest Jobs at IQbusiness

Job Description

• The Security Services environment within our iqbusiness subsidiary is looking for a Service Delivery Manager. The role is to manage customer operations and ensure SLA targets are met and risk and issues are proactively detected. Identify areas needing improvement, devise strategy for such improvement and drive implementation thereof. Own operations within the customer space, including project execution and ensure that implementation minimize customer risk and impact.

Responsibilities:
Financial Management:

• Full responsibility and accountability for all aspects of the Contract's requirements, budget and on-going delivery in conjunction with the relevant internal departments.
• Interact directly with the Partners and/or the customers and ensure that the relevant management teams have an overview on the delivery of Status, Solutions.

Service Delivery:

• Direct, monitor, improve and report on all Services to ensure contractual service performance criteria are met - (end to end management).  Liaison with all levels of technical support groups within +OneX and externally within the customer organisation, third party suppliers and service partners.
• Ensure overall service improvements in compliance with contractual performance obligations and the avoidance of penalties being incurred.
• Ensure relevant processes and procedures for the Contract is documented, registered, controlled and implemented, as per contract requirements, in accordance with standard +OneX methodologies and practice.

Customer Relationship Management:

• Establish and maintain strategic relationships at appropriate levels within the customer organisation inclusive of decision-making authority on an operational level in order to manage and exceed customer expectations.
• Understand and add value to their business, which is executed in co-operation with +OneX Programme/Sales/Contract/Commercial management where applicable.

Information Management:

• Collate service and performance feedback via monthly management reports.

Compliance:

• Adhere to rules and regulations and safety as laid down by the Company policy and Business Conduct Guidelines. 

Requirements:
Service Delivery Management:

• 5–10 years’ experience managing large or complex service delivery solutions within an operational delivery or outsourcing environment.

Technical & Process Knowledge:

• 5–10 years’ experience with strong understanding of ICT solution components and process-driven operations.

Leadership:

• 5–10 years’ experience managing staff within a client-site environment.

Intercultural Management:

• 5–10 years’ experience managing teams across diverse cultural backgrounds.

Qualifications:

• Postgraduate Degree or Diploma in Electronics, Communications, or a related field.
• ITIL Practitioner or ITIL Manager certification.
• Formal leadership training.

Experience required:

• Strong service delivery and SLA management
• Solid ICT technical and process understanding
• Financial and contract management capability
• Effective leadership and people management skills
• Strong customer and stakeholder engagement
• Proactive problem-solving and risk management
• Clear communication and reporting skills

go to method of application »

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