Senior Specialist: Knowledge Management

In the dynamic landscape of human capital service delivery, ensuring consistent quality, compliance, and an exceptional employee experience is paramount. Absa, a financial institution with over a century of heritage and a significant presence across Africa, is seeking a seasoned Senior Specialist in Knowledge Management to bolster these efforts. This pivotal role is designed to embed robust governance frameworks, refine service level agreements (SLAs), and cultivate standardised knowledge assets that empower Human Capital (HC) service leaders and teams across multiple markets.

About the Role

The Senior Specialist: Knowledge Management will act as a subject matter expert and a trusted advisor within the HC division. The core of this position involves translating Absa's overarching strategy, evolving regulatory demands, and internal policies into tangible governance mechanisms. This includes defining measurable SLAs, developing accessible knowledge artefacts, and establishing best practices to enhance service excellence, mitigate risks, and improve the overall colleague experience. The incumbent will play a crucial role in ensuring that HC service delivery is not only compliant and efficient but also consistently high-quality, fostering a culture of continuous improvement and organisational learning.

This role encompasses a broad range of responsibilities aimed at elevating HC service delivery through structured governance and effective knowledge sharing. Key areas of focus include:

• **Developing and Maintaining HC Service Governance Frameworks:** Establish and uphold frameworks that ensure HC service delivery aligns with Absa's policies, regulatory obligations, and pan-African operational standards. This involves translating strategic requirements into clear governance principles, control measures, and review processes, while actively monitoring adherence and identifying potential risks or gaps.
• **Defining and Managing Service Level Agreements (SLAs):** Spearhead the definition, documentation, and implementation of SLAs across all HC service lines. These agreements must be measurable, achievable, and strategically aligned with business objectives. The role includes monitoring performance against agreed metrics, conducting regular reviews with HC service leaders, and recommending corrective actions when commitments are not met.
• **Championing Knowledge Management Standardisation:** Design and implement standardised knowledge management processes across HC. This involves creating, curating, and maintaining a centralised repository of knowledge assets, such as knowledge articles, FAQs, standard operating procedures (SOPs), and process guides. The aim is to ensure these resources are accurate, current, and readily accessible to enhance first-time resolution rates and minimise service errors.
• **Overseeing Policy, Procedure, and SOP Custodianship:** Act as the custodian for all HC service policies, procedures, and SOPs. This responsibility includes ensuring effective version control, maintaining approval governance, and preparing documentation for audits. Regular reviews will be conducted to ensure ongoing relevance, regulatory compliance, and alignment with operational models.
• **Facilitating Cross-Functional Governance and Stakeholder Engagement:** Drive engagement through cross-functional governance forums to review SLA performance, policy adherence, knowledge updates, and operational risks. Building strong relationships with HC service leaders, centres of excellence, risk, compliance, and technology stakeholders will be critical to influencing the adoption of governance standards and knowledge practices.
• **Promoting Continuous Improvement and Best Practices:** Benchmark HC governance, SLA management, and knowledge management practices against both internal and external industry standards. Identify opportunities for operational efficiencies, automation, and service optimisation, driving initiatives that enhance governance maturity, service performance, and organisational learning.

What They're Looking For

Absa is seeking a candidate with a strong foundation in Human Capital service delivery models, governance, and risk management principles. A proven track record in managing SLAs, implementing knowledge management methodologies, and driving process standardisation is essential. The ideal candidate will possess analytical and problem-solving skills, coupled with excellent written and verbal communication abilities. Experience in stakeholder engagement and data interpretation for service performance analysis is also highly valued.

**Qualifications and Experience:**

• A Bachelor’s Degree, Advanced Diploma, Postgraduate Certificate, or B Tech (NQF Level 7) in a relevant field such as Knowledge Management, Information Systems, Human Resources, Business Management, Operations Management, or Governance.
• A minimum of 5 to 12 years of specialised experience relevant to the banking sector, including at least 3 years in a leadership capacity, managing people, initiatives, or functional outcomes.
• Demonstrated exposure to HC service governance, SLA management, knowledge management, process standardisation, quality improvement, and technology-enabled, data-driven service delivery.

This role is well-suited for an experienced professional who is adept at navigating complex organisational structures and driving change through strategic implementation and collaborative engagement.

In South Africa, roles like this, requiring a blend of strategic governance, process optimisation, and specialised knowledge management expertise within a large corporate environment, typically command competitive salaries reflecting the level of responsibility and experience required. Employers often include major financial institutions, telecommunications companies, and large retail groups. Career progression can lead to roles in broader governance, risk and compliance functions, or senior leadership positions within HR operations.

QUALIFICATIONS AND EXPERIENCE:

Qualification:

• Bachelor’s Degree, Advanced Diploma, Postgraduate Certificate, or B Tech [NQF Level 7] in Knowledge Management, Information or Information Systems, Human Resources, Business or Operations Management, Governance, or a related field.

Work Experience:

• 5–12 years’ experience in a specialised capability relevant to the bank, with a minimum of 3 years’ proven track record in leading people, initiatives, or functional outcomes.
• Demonstrated exposure to HC service governance, SLA management, knowledge management, process standardisation, quality improvement, and technology‑enabled, data‑driven service delivery.

COMPETENCIES:

Technical Competencies:

• Knowledge repository and content management systems
• SLA tracking and reporting tools
• Process mapping and documentation standards
• Data analysis and dashboard reporting
• Microsoft 365 and enterprise collaboration platforms

Behavioural Competencies:

• Strategic and systems thinking
• Critical thinking and sound judgement
• Managing knowledge and organisational learning
• Influencing and stakeholder alignment
• Collaboration across functions and geographies
• Adaptability and continuous improvement mindset
• Delivery focus with strong accountability

Leadership Competencies:

• Strategic Thinking
• Business Acumen
• Communication
• Influence
• Leadership
• Delivering Results
• Adaptability
• Collaboration
• Decision-Making

Education

Bachelor`s Degrees and Advanced Diplomas: Digital Media, Master's Degree: Marketing

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