Senior Specialist: Service Delivery Management (HC COO)

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

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 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