Senior Specialist: Service Delivery Management (HC COO)

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.

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 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

Bachelor's Degree (Required)

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