KYC Operations Manager - Manager (Makati/Davao) at PwC · Makati

Line of Service Advisory

Industry/Sector Not Applicable

Specialism Fraud, Investigations & Regulatory Enforcement (FIRE)

Management Level Manager

Job Description & Summary Role Summary:

The KYC Operations Manager – Mandarin is accountable for the operational performance, quality, scalability, and governance of assigned KYC engagements supporting Mandarin-speaking jurisdictions.

This role provides leadership across people, process, risk, and delivery management while serving as a key point of contact for internal and client stakeholders.

The successful candidate will drive operational excellence, oversee delivery performance, manage risks and escalations, and support the growth of FCU’s multilingual KYC capabilities.

Open to applicants residing in Manila and Davao.

Key Responsibilities:

Operational Ownership

• Own end-to-end delivery performance across assigned KYC engagements
• Establish operational direction, delivery priorities, and performance expectations
• Monitor productivity, quality, turnaround times, and risk indicators
• Ensure achievement of client service levels and contractual commitments
• Anticipate operational risks and implement mitigation strategies

Leadership & People Management

• Lead, coach, and develop Team Leaders and KYC professionals
• Drive accountability, performance management, and talent development
• Support workforce planning, hiring, onboarding, and succession planning
• Foster a culture of quality, compliance, and continuous improvement

Governance, Risk & Quality

• Ensure compliance with regulatory requirements, internal controls, and client expectations
• Oversee quality management frameworks and remediation activities
• Drive root cause analysis and implementation of corrective actions
• Maintain governance standards, escalation management, and operational discipline

Client & Stakeholder Management

• Act as a key operational contact for internal and external stakeholders
• Engage with Mandarin-speaking stakeholders and support client discussions where required
• Provide operational reporting, performance insights, and recommendations
• Support business reviews, audits, and regulatory examinations

Continuous Improvement & Scale

• Drive process optimization and operational efficiency initiatives
• Support implementation of new operating models, controls, and technologies
• Contribute to the expansion of FCU’s Mandarin-speaking delivery capability
• Support transition, onboarding, and scaling of new engagements

What We Are Looking For:

• Bachelor’s degree in Accounting, Finance, Business, Economics, or a related field
• Professional proficiency in Mandarin Chinese, including the ability to read, write, and communicate effectively in Traditional Chinese
• Professional fluency in English
• 8+ years of experience in KYC, AML, Financial Crime, Compliance Operations, or related financial services functions
• At least 3 years of people leadership or operations management experience
• Proven experience managing KYC operations, client delivery, and performance metrics
• Strong understanding of Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), KYC regulatory requirements, and operational controls
• Experience managing quality, governance, and operational risk frameworks
• Strong stakeholder management and client-facing experience

Certifications & Training (Advantage)

• CAMS, ICA, or other AML/KYC-related certifications
• Leadership or people management training
• Lean Six Sigma, Agile, PMP, or project management certifications

Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Anti-Bribery, Anti-Money Laundering Compliance, Business Ethics, Coaching and Feedback, Code of Ethics, Communication, Compliance and Governance, Compliance and Standards, Compliance Auditing, Compliance Frameworks, Compliance Program Implementation, Compliance Reporting, Compliance Review, Compliance Risk Assessment, Compliance Training, Controls Compliance, Creativity, Cybersecurity Risk Management, Data Analysis and Interpretation, Data Protection Management (DPM), Disability Support {+ 35 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements Not Specified

Available for Work Visa Sponsorship? No

Government Clearance Required? Yes

Job Posting End Date