Specialist: Integrated Talent Management at Nedbank

Role Purpose

• Act as the point of integration of the service delivery value chain (integration, Heads of service delivery in tier 0/1) and leverage deep HR domain and service delivery expertise to design effective service delivery (processes, technologies, interactions) strategies to effectively operationalise and commercialise domain specific HR products and services across tier 0 – 3 that are guaranteed to deliver exceptional segment led employee experience for the organisation

Key Responsibilities
Service Delivery

• Act as the point of contact and domain specific service delivery specialist for PO’s and their teams providing expertise and advisory on the successful, experience led, innovation in operationalising and commercialising products and services across the tiered service delivery framework 
• Identify and define business requirements and successfully Integrate the service delivery support teams (data, integration, Tier 0 and 1) to effectively service the domain specific area in the delivery of:
• Service Design 
• Service Delivery 
• Service Monitoring, Operations and Performance Management
• Service Enablement
• Data Enablement
• Successfully translate the Product and Service Strategies into service delivery requirements and provide expert service delivery advisory to Product Owners to successfully operationalise and commercialise their products and services
• Create deliberate, experience led, transformative (when needed) domain specific service designs aligned to the Product and Service visions and HR Transformation strategies 
• Transition the service delivery team from ‘order taking’ to ‘service delivery expert advisory and execution’ aligned to the HR and digital transformation agenda of the organisation 
• Successfully operationalise service designs through the effective coordination of the integrated service delivery teams. This includes but is not limited to:
• Workforce journey design (in the tiered service delivery context e.g. Service Now Journey Design – e.g. operationalising new policies, implementing new services etc.)
• Detailed processes design and documentation to bring the workforce journeys to life
• Business rules design and documentation
• Content translation into service delivery processes and systems e.g. scripts for Tier 1, agents, bots, etc. 
• Service Delivery standards design and documentation 
• Service performance measures, standards and agreements
• Integrations and integrations documentation 
• Digital adoption frameworks and tools for the service delivery value chain 
• Lead the service and relationship management of strategic 3rd party service delivery vendors in the operationalisation and commercialisation of products and services (in the service delivery context only – not in product vision and design)
• Leverage service delivery data and insights and effectively advise product and service teams on opportunities for innovation and continuous improvement 
• Manage service delivery performance (end to end) for product owners and ensure consistent and exceptional workforce experience in Tier 0, 1, and 2 service delivery of products and services 
• Participate in and lead service delivery testing and quality assurance across domain specific journeys
• Stay ahead of service delivery trends and best practices and ensure their effective translation and contextualisation for the business

Delivery Management

• Work as a member of delivery and execution team/s to deliver priority service design and commercialisation 
• Provide service delivery subject matter expertise for various transformation and book of work initiatives 
• Work collaboratively within and across execution teams to define and advise on service delivery requirements
• Provide service delivery reporting and insights aligned to various governance processes and practices 
• Align to and actively participate in agile working practices within the delivery execution teams you’re assigned to (e.g. retro’s, pi planning etc.)
• Support the design and implementation of change and communications related to service delivery initiatives you’re involved in (change management for the product and service is the responsibility of the PO – however, Service delivery specialists ensure effective delivery of products and services in their domains of expertise e.g. new tools for Tier 1 reps etc.)
• Deliver on time, on quality and on budget always!

People Management

• Coach and mentor service delivery team members on integration, system and process innovations, changes, needs. 
• Conduct peer reviews, testing, problem solving within and across the broader team.

Finance Governance and Compliance 

• Apply and comply with various governance processes and practices for technology, service delivery and overall enablement.
• Identify risks in integration activity and mitigate these (pre, during, post solution design / delivery).
• Define and implement knowledge management and related, auditable systems in the context of process, analysis and integrations.
• Ensure compliance with Group Risk, Governance, Compliance and broader regulatory framework

Experience and Qualifications

• Relevant degree (or equivalent) in Human Resources Management, Customer Experience, Integrated Talent Management, Operations and or Service Delivery
• 5-8 Years experience in Talent Management – integration of talent management practices, development
• Service design and delivery (cross tier)
• Proven track record in service delivery, service optimization, service performance and service migration in the HR Domain
• Proven track record in advisory, solutioning for HR products and services across Tier 0 and 2
• Prove track record in product / service innovation, digital transformation of products and services (even if at contributor vs. leader level)

Technical Competencies

• Service Delivery (direct servicing) across Tier 0 – 1.
• Service Enablement and Management (cross channel service mobilization, omni channel delivery (e.g. chat, other), service migration.
• Service Design (cross channel, service design, automation, RPA, process design and re-engineering, process technologies, integration, data enablement, Continuous improvement (e.g. six sigma, lean) .
• Service performance management and operations.
• Deep HR Domain Expertise (cross value chain) with deeper expertise in the product / service being supported e.g. JA, OD, SWP.
• HR Technology and Technology Stack expertise (integration, cross stack exposure and expertise beyond ERP’s).
• Case Management.
• Delivery Management (e.g. agile) 
• Workforce and Customer Experience including Journey Design
• Customer Service, Customer Relationship Management and Stakeholder engagement
• Strong commercial and business acumen that enables effective workforce experience led service delivery and service transformation 
• Change Management and strong commercial and experience led communication.

Behavioural Competencies

• Planning and Organizing
• Connected Decision Making
• Innovation
• Business Acumen
• Digital Acumen
• High-Impact Communication