Head: Service Delivery Tier 2: JA . Org Design and SWP at Nedbank

Role Purpose

• In this pivotal role, you will execute the Workforce Experience vision through Tier 2, 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. Where Tier 0 service delivery refers to self-help services and Tier 1 refers to basic support, Tier 2 service delivery refers to the service that handles more complex issues that require technical expertise.

Key Responsibilities

• As Head of Service Delivery Tier 2, you will lead the JA, SWP, and OD execution, ensuring the alignment of service delivery with our product vision to achieve efficiency and workforce excellence. You will define Tier 2 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 Tier 0 & 1, and translate Tier 2 Services into service design and cataloguing. Your role will involve managing end-to-end service delivery of JA, SWP, and OD initiatives in Tier 2, 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. You will be responsible for formulating Tier 2 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. Additionally, you will lead exceptional case management, advocate for tiered service delivery solutions, and co-create experience maps and journeys with colleagues to deliver next-practice processes and technologies.

What We Are Looking For

• We seek a visionary and dynamic leader who brings transformative ideas to life, driven by a deep understanding of Job Architecture, Strategic Workforce Planning, and Organisational Design. You should possess the courage and determination to drive significant change and achieve remarkable outcomes. You should have strong analytical skills, a thirst for knowledge, and the wisdom to provide strategic insights and guidance. We need someone who embraces exploration, always seeking new ways to innovate and improve, and who is not afraid to venture into uncharted territories to uncover groundbreaking solutions. Someone who is driven to deliver, client focused and pays attention to detail, able to translate product visions in the portfolio into requirements and drive delivery of these.

What We Offer

• Joining Nedbank means immersing yourself in a purpose-driven environment where every aspect of your role contributes to a greater societal impact. As a member of our team, you'll have the opportunity to collaborate with like-minded individuals who are obsessed with delivering value to clients and building meaningful relationships. Our culture is built on a foundation of integrity, ethics, and accountability, ensuring that we always do the right thing, even when it's challenging. We believe in the power of collaboration and teamwork, fostering an environment where we are #StrongerTogether. At Nedbank, diversity, equity, and inclusion are not just buzzwords—they're embedded in everything we do, allowing you to show up as your authentic self and feel a true sense of belonging. And in a world that's constantly evolving, our culture embraces curiosity, creativity, and growth, empowering you to stay ahead of the curve and contribute to our practices remaining at the forefront of innovation. Join us and be part of a culture that's not just about what we do, but who we are.

Qualifications and Experience

• Bachelor’s Degree in Business Psychology. Master’s 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.
• Expertise in Job Architecture, Strategic Workforce Planning, and Organisational Design.
• Proficiency in scaled agile methodologies and project/programme management and different JA, SWP and JA technologies / tools / systems.