Specialist: Knowledge 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.

Job Summary Accountable for establishing, embedding, and maintaining robust governance, service level, and knowledge management frameworks across Human Capital (HC) service delivery within Absa’s pan-African footprint. The role translates policy, regulatory, and service standards into consistent operational practices, ensuring HC services are delivered in a compliant, efficient, and customer-centric manner.

The role plays a critical enabling function by strengthening service discipline, improving first-time resolution, and driving continuous improvement through effective SLA management, standardized knowledge assets, and cross-functional governance forums.

Job Description KEY FOCUS AREAS:

  • HC Service Governance Frameworks
  • Service Level Agreement (SLA) Management
  • Knowledge Management Enablement
  • Policy and Procedure Custodianship
  • Governance Forums and Stakeholder Engagement
  • Continuous Improvement and Benchmarking
Key Accountabilities HC Service Governance Frameworks:
  • Establish and maintain HC service governance frameworks aligned to organisational policies, risk, and regulatory standards.
  • Ensure governance processes are consistently applied across HC service delivery teams.
  • Monitor adherence to governance standards and escalate non-compliance appropriately.
Service Level Agreement (SLA) Management
  • Define, document, and maintain SLAs with measurable performance indicators across HC services.
  • Monitor SLA performance, analyse trends, and identify root causes of service breaches.
  • Drive corrective actions in partnership with service leaders to restore and improve service performance.
Knowledge Management Enablement
  • Design and maintain a centralised HC knowledge repository covering all service lines.
  • Ensure knowledge articles, FAQs, and SOPs are accurate, current, and fit for operational use.
  • Support service teams in leveraging knowledge assets to improve first-time resolution and reduce errors.
Policy And Procedure Custodianship
  • Act as custodian of HC service policies, procedures, and SOPs.
  • Ensure documents are reviewed regularly, version-controlled, and approved through the appropriate governance channels.
  • Drive effective communication and adoption of updated policies within service delivery teams.
Governance Forums And Stakeholder Engagement
  • Facilitate cross-functional governance forums to review SLA performance, policy compliance, and knowledge updates.
  • Prepare governance packs, insights, and recommendations for decision-making.
  • Build effective working relationships with HC service leaders and enabling functions.
Continuous Improvement And Benchmarking
  • Conduct regular governance and SLA reviews to identify service gaps and improvement opportunities.
  • Benchmark HC governance and SLA practices against internal standards and relevant industry best practices.
  • Recommend and support the implementation of process and service improvements.
Knowledge & Skills Knowledge:
  • HC service delivery models and shared services environments
  • Governance, risk, and compliance principles within a banking context
  • Service Level Management and performance reporting
  • Knowledge management methodologies and tools
  • Policy and procedure management practices
Skills
  • SLA design, monitoring, and analysis
  • Data interpretation and service performance reporting
  • Stakeholder engagement and facilitation
  • Documentation, process mapping, and standardisation
  • Continuous improvement and problem-solving
Qualifications QUALIFICATIONS & WORK EXPERIENCE:
  • Bachelor’s degree in Human Resources, Business Administration, Operations Management, or a related field
Work Experience
  • 3–5 years’ experience in governance, service management, knowledge management, or HC operations
  • A track record of 2 years in a team lead/people management or technical position.
  • Experience working within a regulated environment, preferably financial services
  • Exposure to SLA management and servi
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