To lead and manage the end-to-end KYC function across customer onboarding and lifecycle management within the telecom business. The role ensures compliance with AML/CFT (Anti Money Laundering) regulations, telecom regulatory requirements, and internal policies, while optimizing customer experience, operational efficiency and fraud risk mitigation across mobile, SIM registration, and mobile financial services. Key Accountabilities KYC Operations Management Oversee customer onboarding, SIM registration compliance, verification, periodic reviews, and remediation activities. Ensure adherence to defined service level agreements (SLAs) and turnaround times. Drive continuous improvement initiatives to enhance efficiency and scalability of KYC processes. Regulatory & Compliance Oversight Ensure full compliance with applicable regulatory frameworks (e.g., Bank of Uganda, Financial Intelligence Authority, telecom regulatory requirements). Maintain up-to-date procedures aligned with AML/CFT, sanctions screening, and PEP (Politically Exposed Person) requirements. Support internal and external audits and ensure timely closure of audit findings. Risk & Fraud Management Implement risk-based approaches to customer due diligence (CDD/EDD). Identify, assess, and mitigate risks related to fraud, identity theft and financial crimes. Escalate high-risk cases and provide recommendations for action. Team Leadership & Capability Development Manage, coach, and develop a team of KYC analysts and team leads. Set performance targets and monitor productivity, quality, and compliance metrics. Identify training needs and implement structured capability development programs. Stakeholder Management Collaborate with internal stakeholders (Compliance, Legal, IT, Commercial & Customer Experience). Act as the escalation point for complex KYC and onboarding issues. Support product and digital teams in embedding KYC controls into new services. Governance, Reporting & MI Produce and present management information (MI) and dashboards for governance forums. Monitor KPIs and drive performance improvements. Ensure proper documentation and audit trails for all KYC activities. Decision-Making Authority Approve standard and medium-risk customer onboarding cases. Recommend actions on high-risk or suspicious cases for senior approval. Initiate process improvements and operational changes within defined policies. Allocate team resources to meet operational priorities and SLAs. Key Performance Indicators (KPIs) KYC onboarding turnaround time (TAT) 100% compliance with SLAs KYC accuracy and quality scores (QA results) Audit findings and remediation closure rate Fraud detection and prevention effectiveness Team productivity and utilization rates Customer onboarding experience metrics Minimum Requirements Education Bachelor’s degree in Business, Finance or a related field Experience 5–8 years’ experience in KYC, AML, Compliance and Customer Operations At least 3–5 years in a supervisory or management role Experience in telecommunications, banking, or mobile financial services preferred Technical Competencies Strong knowledge of AML/CFT regulations, CDD, EDD, sanctions, and PEP screening Understanding of telecom regulatory requirements and SIM registration frameworks Experience with digital onboarding (e-KYC) tools and systems Data analysis and reporting (MI dashboards, performance tracking) Behavioral Competencies Leadership and team development Strong analytical and problem-solving skills High attention to detail and risk awareness Effective communication and stakeholder engagement Results-oriented with strong execution capability Additional/Desirable Requirements Professional certifications in AML/KYC or Compliance Experience in large-scale or multi-country operations Exposure to mobile money or digital financial services Knowledge of global regulatory frameworks (e.g., FATCA, MiFID) is an added advantage
