Specialist: Service Delivery Total Reward

Nedbank -
Johannesburg, Gauteng

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Job Details

4 days ago

Full Job Description

Job Classification

146798 - Busi Radebe

Job Post End Date: 22 July 2026

Detailed Job Description

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Job Family

Human Resources

Career Stream

HR Operations

Job Purpose

Support the optimisation and operationalisation of Total Reward services that deliver exceptional, frictionless, seamless integrated workforce experiences including, but not limited to the following:

Process re-engineering research and process design support
Technology integration and domain requirements mapping
RPA, Machine Learning, LLM, automation design / support (on named technologies)/advisory
Process & Technology testing for workforce experience and business-related outcomes
Process and technology integration related service delivery risk management (identification and mitigation)

Service Delivery

Support Group Specialists and service delivery leads in consultation with, and consolidation of business aligned requirements that enable the operationalisation of Reward products and services across Tier 0-2
Lead components of process research and process mapping aligned to the innovation pipeline
Ensure effective document management and associated risk management of all business workflows, business rules and processes related to HR and Reward service delivery
Execute process, business rule and integration governance across HR services
Partner the technology teams in requirements interpretation and integration issue resolution facilitation (into dev)
Leverage domain, service delivery and integration expertise to consistently identify opportunities for continuous improvement and service migration aligned to our workforce experience vision
Partner with the Group Specialists and service delivery teams as participant and SME contributors to new integration and service designs that deliver exceptional experiences (workforce and HR)
Build and scale components of enablement aligned to governance and rails provisioned e.g. RPA, Machine Learning, Automation
Support the design and implementation of journey design and enhancements within existing technologies and rails provided e.g. SNOW
Provide Tier 2 technical support on critical tech stack and integration issues to Tier 1 and 2 teams
Stay ahead of the curve on new technologies, associated upgrades and process re-engineering tools and practices and their integration for differentiated service delivery to our workforce
Stay ahead of Total Reward domain expertise across the value chain and leading workforce experience practices that enable differentiation for service delivery
Provide training, coaching and support to service delivery teams on new processes and systems to ensure successful integration and adoption
Co-create workforce journey maps with HR service delivery teams and enable them on system where required to do so refining and continuously improving digital interactions (e.g., portal navigation, chatbot scripts) and reduce friction in service delivery
Identify integration and service delivery risks related to process and technology and identify mitigating solutions that meet business requirements i.e. avoid technical debt, service failures etc.
Keep track of and monitor key metrics e.g. stability, performance, workforce experience and identify opportunities for improvement and innovation across the Service Delivery value chain

Delivery Management

Work as a member of delivery & execution team/s to deliver priority service design and commercialisation of Total Reward programs, including remuneration and benefits
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 & 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

Build capability, Coach & mentor service delivery managers and their teams on new service delivery requirements
Conduct peer reviews, testing, problem solving within and across the broader team

Finance Compliance and Governance

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 frameworks

Experience and Qualifications

Relevant degree (or equivalent) in Human Resources Management, Total Reward, Customer Experience, Psychology, Operations and/or Service Delivery
5-8 Years experience in 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)Experience & trained in scaled agile methodologies or equivalent project and program management
Experience with Service Management Technologies including / or similar to: SAP (on prem & cloud expertise), case management, talent and learning systems (e.g.success factors), Payroll systems etc. (end to end)

Behavioural Competencies

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

Please contact the Nedbank Recruiting Team at +27 860 555 566

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