Senior Specialist: Service Delivery Management (HC COO)

Absa Group

Sandton

On-site

ZAR 900,000 - 1,300,000

Full time

9 days ago

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Job summary

Absa Group in South Africa seeks an experienced Head of Human Capital Service Delivery to orchestrate HC service across its pan‑African footprint. You will translate HC strategy into integrated service plans, ensure SLA adherence, deliver dashboards and insights, and drive continuous improvement.

Applicants should have a Bachelor’s degree; 5–12 years in service delivery or HR ops; 3+ years in people management with SLAs.

Qualifications

Bachelor’s degree in HR, Business Administration, Operations Management, or related field.
5–12 years’ experience in service delivery, operations, or HR shared services.
3 years in people management with SLAs and performance governance exposure.

Responsibilities

Act as central coordination point between HC Services, COEs, and BUs to ensure aligned service delivery.
Translate HC service strategy into integrated operational service plans.
Monitor SLAs, KPIs and drive corrective actions with service owners.
Develop dashboards and reports for COEs and business units.
Embed continuous improvement and standardisation across HC operations.
Coordinate change readiness for new COE offerings and transitions.

Skills

Service Delivery Management

SLA/KPI Management

Performance Reporting

Process Improvement

Change Management

Stakeholder Management

Data Analysis

Pan-African Banking Knowledge

Education

Bachelor’s degree in HR, Business Administration, Operations Management, or related field

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Belonging at Absa

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

Accountable for orchestrating high‑quality, consistent, and value‑adding HC service delivery across Absa’s pan‑African footprint. The role translates HC strategy into robust service execution by acting as the primary integrator between HC Services, Centres of Excellence (COEs), and Business Units (BUs). The role ensures service stability, SLA adherence, and continuous improvement while safeguarding business experience and readiness for change in a complex, multi‑market banking environment.

Job Description

KEY FOCUS AREAS :

Service Delivery Integration
SLA Performance Governance
Performance Reporting and Insights
Continuous Improvement and Service Optimisation
Business Unit Experience and Service Quality Custodianship
Change Readiness and Enablement

KEY ACCOUNTABILITIES :

Service Delivery Integration:

Act as the central coordination point between HC Services, COEs, and BUs to ensure aligned and predictable service delivery
Translate HC service strategy into integrated operational service plans
Resolve cross‑functional service dependencies and risks proactively

SLA and Performance Management:

Monitor SLA, KPI, and service commitments across HC service lines
Escalate service risks and performance gaps, driving corrective actions with service owners
Ensure transparent governance and adherence to agreed service standards

Performance Reporting and Insights:

Develop and maintain service dashboards and management reports for COEs and CPOs
Analyse service data, trends, and BU feedback to identify improvement opportunities
Provide fact‑based insights to inform HC and BU decision‑making

Continuous Improvement and Service Optimisation:

Embed continuous improvement practices within HC service delivery
Drive the implementation of service enhancements based on performance data and lessons learned
Promote standardisation, efficiency, and best practice across HC operations

Business Unit Experience and Service Quality Custodianship:

Act as custodian of service quality and BU satisfaction
Balance efficiency targets with value creation for the business
Proactively manage service perceptions and stakeholder expectations

Change Readiness and Enablement:

Coordinate service readiness for new or changed COE offerings
Ensure service teams are operationally prepared for change initiatives
Mitigate service disruption risks during transitions and implementations

KNOWLEDGE & SKILLS:

Knowledge:

Human Capital service delivery models in large, complex organisations
SLA frameworks, service management, and performance governance
Data‑driven service performance management and reporting
Change management principles within operational environments
Pan‑African banking operating models and regulatory sensitivity

Skills:

Service performance analysis and problem solving
Stakeholder engagement and cross‑functional coordination
Operational risk identification and mitigation
Dashboard development and management reporting
Continuous improvement and process optimisation

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 recordof 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,technologyand data-driven decision-making is preferred.

COMPETENCIES :

Technical Competencies: