Manager: Service Delivery

Nedbank; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Nedbank in Johannesburg seeks a Manager: Service Delivery to lead the Talent Acquisition and Assessment service delivery function. You will oversee recruitment administration, candidate communications and project delivery with a focus on efficiency and quality.

You will coordinate resources, drive continuous improvement, manage vendor relationships and ensure regulatory compliance across POPIA, governance and finance processes.

Qualifications

• 3-5 years' experience in business administration, office administration, project management and/or HR-related environments.
• Proven experience supporting talent acquisition, talent assessment, service delivery or workforce operations.
• Demonstrated experience coordinating projects, stakeholders and operational processes.
• Experience managing vendor relationships, procurement processes and service providers.
• Strong understanding of candidate experience and customer service principles.
• Proven track record in financial administration, governance and regulatory compliance.

Responsibilities

• Lead Talent Coordinators and Assessment Coordinators responsible for recruitment administration, interview scheduling, assessment administration, offer administration, onboarding initiation and candidate communications.
• Partner with Talent Acquisition Specialists to support recruitment delivery across business portfolios.
• Manage service delivery capacity, scheduling, resource allocation and service levels to ensure operational excellence.
• Optimise recruitment coordination processes, tools, metrics and candidate journeys.
• Manage escalations relating to candidate, hiring manager, recruitment operations, assessment coordination and onboarding matters.
• Maintain knowledge articles, SOPs, templates, trackers and document management practices.

Skills

Service Delivery

Talent Acquisition Ops

Recruitment Shared Services

HR Service Delivery

Project Coordination

Vendor Coordination

Governance

Regulatory Compliance

MS Office

SAP SuccessFactors

HireVue

ServiceNow HRSD

Communication

Stakeholder Management

Tools

SAP SuccessFactors

HireVue

ServiceNow HRSD

Job description

The Manager: Service Delivery partners with the Talent Acquisition team to deliver an exceptional candidate experience while ensuring seamless efficient and high-quality service delivery across recruitment, assessment and operational support processes.This is achieved through comprehensive administration, project management, governance, compliance and people leadership responsibilities. The role is accountable for financial administration, office and team coordination, candidate experience management, communications, project delivery, process improvement, procurement, vendor management and stakeholder engagement.The successful incumbent will lead a high-performing service delivery function that enables operational excellence, exceptional customer service, continuous improvement and effective execution of talent acquisition and assessment initiatives.

Key Responsibilities

Talent Assessment, Talent Acquisition & Administration

• Lead Talent Coordinators and Assessment Coordinators responsible for recruitment administration, interview scheduling, assessment administration, offer administration, onboarding initiation and candidate communications.
• Partner with Talent Acquisition Specialists to support recruitment delivery across business portfolios.
• Manage service delivery capacity, scheduling, resource allocation and service levels to ensure operational excellence.
• Optimise recruitment coordination processes, tools, metrics and candidate journeys.
• Manage escalations relating to candidate, hiring manager, recruitment operations, assessment coordination and onboarding matters.
• Maintain knowledge articles, SOPs, templates, trackers and document management practices.
  Use service metrics, operational analytics and stakeholder feedback to drive continuous improvement.

Service Delivery & Project Management

• Support Talent Acquisition project delivery, including project coordination, milestone tracking, stakeholder communication and implementation support.
• Coordinate operational requirements, dependencies, risks, actions and stakeholder inputs across Talent Acquisition initiatives.
• Manage data quality, reporting, insights and operational trackers to support informed decision-making.
• Support the implementation and adoption of Talent Acquisition products, systems and digital transformation initiatives.
• Support vendor coordination, procurement activities and financial administration linked to Talent Acquisition service delivery.
• Ensure compliance with organisational, regulatory and professional requirements, including POPIA, PIMS and other governance frameworks.
• Manage financial administration processes including procurement, invoicing, payments, expense management and budget tracking.
• Identify, assess and mitigate operational, compliance and service delivery risks.
• Maintain appropriate controls, governance processes and audit readiness across all service delivery activities.
• Participate in governance, risk and compliance forums as required.
• Ensure all service delivery activities align with organisational policies, procedures and regulatory requirements.
• Lead and develop a high-performing, customer-centric service delivery team.
• Drive continuous improvement, collaboration and capability development across the service delivery function.
• Ensure the team has the capacity and capability to meet recruitment, assessment and project delivery requirements.
• Foster a culture of accountability, collaboration, continuous improvement and operational excellence.
• Attract, develop and retain a diverse and agile workforce.
• Ensure the right people are in the right roles through effective workforce planning and talent management.
• Drive employee engagement, development and performance management initiatives.
• Support the development of self-directed, empowered and highly effective teams.

People Specification

Experience

• 3-5 years' experience in business administration, office administration, project management and/or HR-related environments.
• Proven experience supporting talent acquisition, talent assessment, service delivery or workforce operations.
• Demonstrated experience coordinating projects, stakeholders and operational processes.
• Experience managing vendor relationships, procurement processes and service providers.
• Strong understanding of candidate experience and customer service principles.
• Proven track record in financial administration, governance and regulatory compliance.

Technical Skills

• 5-8 years' experience in Service Delivery, Talent Acquisition Operations, Recruitment Shared Services, HR Service Delivery or related environments.
• Proven experience in recruitment coordination, assessment coordination, service optimisation and operational support.
• Experience in project coordination, continuous improvement and operational implementation.
• Advanced proficiency in Microsoft Office Suite.
• Experience working with recruitment and assessment technologies such as SAP SuccessFactors, HireVue, ServiceNow HRSD and similar platforms.
• Experience in vendor coordination, governance, risk management, procurement support and financial administration will be advantageous.
• Strong reporting, analytics and process improvement capability.
• Excellent communication, stakeholder management and organisational skills.
• Leading Teams
• Business Acumen
• Planning and Organising
• Digital Acumen

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Nedbank Ltd Reg No 1951/000009/06.
Authorised financial services and registered credit provider (NCRCP16).