Senior Specialist: Service Delivery Management (HC COO)

Absa is seeking a seasoned Senior Specialist to lead service delivery management within their Human Capital (HC) operations. This pivotal role is designed to ensure that HC services across Absa's extensive African operations are not only delivered consistently and to a high standard but also add tangible value to the business. You will act as a crucial link, translating the overarching HC strategy into practical, actionable service execution plans. By integrating HC Services, Centres of Excellence (COEs), and various Business Units (BUs), you will be instrumental in maintaining service stability, ensuring adherence to Service Level Agreements (SLAs), and driving continuous improvement. Your focus will be on safeguarding the business experience and ensuring readiness for the inevitable changes within a dynamic, multi-market banking landscape.

This role demands a strategic yet hands-on approach to service delivery. You will be responsible for several key focus areas:

• **Service Delivery Integration:** Acting as the central point of coordination, you will ensure seamless collaboration between HC Services, COEs, and BUs, fostering predictable and aligned service delivery. This involves translating the HC service strategy into integrated operational plans and proactively identifying and resolving cross-functional dependencies and risks that could impact service.
• **SLA Performance Governance:** You will diligently monitor SLAs, Key Performance Indicators (KPIs), and service commitments across all HC service lines. Crucially, you will escalate any service risks or performance gaps, working with service owners to drive corrective actions and ensure transparent governance and strict adherence to agreed service standards.
• **Performance Reporting and Insights:** Developing and maintaining comprehensive service dashboards and management reports for COEs and Chief People Officers (CPOs) will be a core responsibility. This involves analysing service data, identifying trends, and incorporating feedback from BUs to pinpoint areas for improvement. The insights generated will be vital for informing strategic decision-making for both HC and the broader business.
• **Continuous Improvement and Service Optimisation:** You will champion the embedding of continuous improvement practices within HC service delivery. This includes driving the implementation of service enhancements based on performance data and lessons learned, and promoting standardisation, efficiency, and best practices across all HC operations.
• **Business Unit Experience and Service Quality:** You will act as the custodian of service quality and business unit satisfaction. This requires balancing efficiency targets with the creation of value for the business, proactively managing service perceptions, and effectively setting and managing stakeholder expectations.
• **Change Readiness and Enablement:** Coordinating service readiness for new or updated offerings from COEs will be essential. You will ensure that service teams are operationally prepared for change initiatives and actively work to mitigate risks of service disruption during transitions and implementations.

What They're Looking For

To excel in this role, Absa is looking for an individual with a strong foundation in service delivery management, particularly within complex, pan-African organisations.

**Key Qualifications and Experience:**

• A Bachelor’s degree in Human Resources, Business Administration, Operations Management, or a related field.
• Between 5 to 12 years of experience in service delivery, operations, or HR shared services.
• A minimum of 3 years of proven people management experience.
• Demonstrated experience in managing SLAs and service performance within a matrix organisational structure.
• Exposure to large-scale change or transformation initiatives would be advantageous.
• Experience with process design, optimisation, quality management, customer centricity, and data-driven decision-making is highly desirable.

**Essential Knowledge and Skills:**

• Understanding of Human Capital service delivery models in large, complex organisations.
• Proficiency in SLA frameworks, service management principles, and performance governance.
• Expertise in data-driven service performance management and reporting.
• Knowledge of change management principles within operational environments.
• Familiarity with pan-African banking operating models and regulatory sensitivities.
• Strong analytical and problem-solving skills related to service performance.
• Excellent stakeholder engagement and cross-functional coordination abilities.
• Proficiency in operational risk identification and mitigation.
• Skills in dashboard development and management reporting.
• A proactive approach to continuous improvement and process optimisation.

In South Africa, roles like this within large financial institutions often command competitive salaries, reflecting the seniority and specialised skills required. A Senior Specialist in Service Delivery Management could typically expect a remuneration package ranging from R600,000 to over R1,000,000 per annum, depending on experience, specific responsibilities, and the overall compensation structure of the organisation. Absa, as a major player in the financial sector, offers significant opportunities for career growth and development within its extensive network.

QUALIFICATIONS & WORK EXPERIENCE:

Qualifications:

• Bachelor’s degree in Human Resources, Business Administration, Operations Management, or related field 

Work Experience:

• 5 -12 years’ experience in service delivery, operations, or HR shared services 

• A track record of 3 years in a people management position.  

• Proven experience managing SLAs and service performance in a matrix environment 

• Exposure to large‑scale change or transformation initiatives preferred 

• Exposure to process design, optimisation, quality management, customer centricity, technology and data-driven decision-making is preferred.  

COMPETENCIES:

Technical Competencies: 

• Service Delivery Management 

• SLA and KPI Management 

• Performance Reporting and Dashboards 

• Operational Risk Management 

• Process Improvement 

• Change Readiness Coordination 

• Stakeholder Management 

• Data Analysis 

Behavioural Competencies:  

• Strategic Thinking 

• Critical Thinking 

• Business Acumen 

• Impactful Communication 

• Relationship Building 

• Influence 

• Collaboration 

• Adaptability 

Leadership Competencies: 

• Strategic Thinking 

• Business Acumen 

• Communication 

• Influence 

• Leadership 

• Delivering Results 

• Adaptability 

• Collaboration 

• Decision-Making 

Education

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised