Senior Specialist: Service Delivery Management (HC COO)

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

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 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)

About Us

At Absa, our story is not a single narrative. It’s thousands of individual journeys unfolding across Africa and beyond.

From colleagues serving customers in local communities to teams shaping financial solutions across borders, Absa is built on people who bring their lived experiences, ambitions and perspectives into the workplace every day. Whether you’re starting your career, a seasoned leader or somewhere in between, your contribution is seen, valued and connected to something bigger.

Our presence across Africa – which spans personal and business banking, corporate and investment banking, wealth and investment management, and insurance – exists because of the people who show up in their roles with purpose. Across Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda and Zambia, our colleagues are shaping what Absa becomes in each market.

Beyond the continent, teams in global offices and a technology hub support and extend the stories that prove that African talent can lead, influence and innovate on the global stage.

At Absa, your story matters because progress is driven by human experience, not hierarchy. When people are enabled to bring their whole selves to work, they don’t just build careers. They help shape the future of Africa’s financial services landscape.