Job Description
About the Role
As Head of Service Delivery, you will execute the Workforce Experience vision, focusing on Job Architecture (JA), Strategic Workforce Planning (SWP), and Organisational Design (OD). Your expertise will drive service design, case management, and process improvements, technology enablement, ensuring exceptional employee experiences across these critical HR areas.
Key Responsibilities
- Lead the JA, SWP, and OD execution, ensuring alignment of service delivery with our product vision to achieve efficiency and workforce excellence.
- Define servicing requirements across workforce segments, co-create and enable the service delivery model and channel strategy in partnership with Product Owners and the Head Service Delivery, and translate services into service design and cataloguing.
- Manage end-to-end service delivery of JA, SWP, and OD initiatives, providing advisory, support and insights based on historical, current, and predictive analytics, and implementing continuous improvement initiatives through data analytics, automation, process re-engineering, system enhancements, RPA, and Machine Learning.
- Formulate Service Management standards, processes, and enablement measures, as well as supporting the integration of specific products and services across the JA, SWP, and OD value chain.
- Lead exceptional case management, advocate for service delivery solutions, and co-create experience maps and journeys with colleagues to deliver next-practice processes and technologies.
Requirements
- Bachelor’s Degree in Business Psychology. Masters degree preferred.
- 10+ years in JA, SWP, and OD domain shared services with a proven track record in customer service, digital service delivery, service management, service cataloguing, and process reengineering.
- Strong interpersonal skills with the ability to build relationships and drive change.
Qualifications
- Formal education/certifications: None mentioned
Salary & Benefits
- Salary range: Not specified
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Banking Jobs in Gauteng
The banking industry in Gauteng, South Africa is a dynamic and growing sector, with a strong demand for skilled professionals. Typically, job seekers in this field can expect to find opportunities across various sectors, including financial services, technology, and manufacturing. Generally, the industry outlook remains positive, with a common expectation of steady growth and expansion.
When it comes to salary expectations, banking positions in Gauteng typically fall within broad ranges, often influenced by factors such as experience, company size, and industry sector. For instance, entry-level positions may start around R400 000 per annum, while senior roles can exceed R800 000. However, please note that these figures are approximate and can vary significantly depending on individual circumstances.
Common skills required for banking roles in Gauteng include proficiency in financial software, strong analytical and problem-solving abilities, excellent communication and interpersonal skills, and a solid understanding of regulatory requirements. Other essential skills often include technical expertise in areas such as accounting, risk management, or compliance. Additionally, many employers place a high value on emotional intelligence, creativity, and adaptability.
The banking industry is commonly found in sectors such as financial services, technology, manufacturing, and corporate finance. Financial services companies, for example, are often major players in the industry, while technology firms may require banking professionals with technical expertise. Manufacturing sector banks also exist, catering to the needs of specific industries.
Career development opportunities abound in the banking industry, with many positions offering clear career progression paths. Typically, entry-level roles can lead to senior management positions or specialized fields such as risk management or compliance. Opportunities for professional development, training, and mentorship are often available within organizations, allowing professionals to build expertise and advance their careers.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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