Senior Specialist: Knowledge Management

Job Summary

• HC Service Governance Frameworks
• Service Level Agreement (SLA) Definition and Performance Management
• Knowledge Management Standardisation and Enablement
• Policy, Procedure and SOP Custodianship
• Cross‑Functional Governance and Stakeholder Engagement
• Continuous Improvement, Benchmarking and Best Practice Adoption

• Establish and maintain HC service governance frameworks that ensure consistent service delivery aligned to Absa policies, regulatory obligations, and pan‑African operating standards.
• Translate organisational and HC strategic requirements into clear governance principles, controls, and review mechanisms.
• Monitor adherence to governance frameworks, identifying risks, gaps, and areas requiring intervention.

• Define, document, and implement SLAs across all HC service lines, ensuring measurable, achievable, and business‑aligned commitments.
• Monitor SLA performance through agreed metrics, dashboards, and reporting mechanisms.
• Conduct regular SLA performance reviews with HC service leaders, recommending corrective actions and improvement initiatives where service commitments are not met.

• Design and standardise knowledge management processes across HC, ensuring consistency, usability, and sustainability.
• Create, curate, and maintain a centralised HC knowledge repository, covering all HC service lines and geographies.
• Ensure knowledge assets (knowledge articles, FAQs, SOPs, process guides) are accurate, current, and fit‑for‑purpose to improve first‑time resolution and reduce service errors.

• Act as custodian of HC service policies, procedures, and SOPs, ensuring effective version control, approval governance, and audit readiness.
• Coordinate regular policy and procedure reviews to ensure ongoing relevance, regulatory compliance, and alignment with operating models.
• Ensure changes to policies and procedures are clearly communicated and embedded within HC delivery teams.

• Facilitate cross‑functional governance forums to review SLA performance, policy compliance, knowledge updates, and operational risks.
• Build strong working relationships with HC service leaders, centres of excellence, risk, compliance, and technology stakeholders.
• Influence stakeholders to adopt governance standards and knowledge practices that enhance service consistency and customer experience.

• Benchmark HC governance, SLA, and knowledge management practices against internal and external industry standards.
• Identify opportunities for operational efficiency, automation, and service optimisation.
• Drive continuous improvement initiatives that strengthen governance maturity, service performance, and organisational learning.

• Human Capital service delivery models
• Governance and risk management principles
• Service Level Agreement frameworks and performance metrics
• Knowledge management methodologies and tools
• Regulatory and compliance requirements in a pan‑African context

• Analytical and problem‑solving capability
• Stakeholder engagement and facilitation
• Data interpretation and service performance analysis
• Process design and documentation
• Written and verbal business communication

• Bachelor’s Degree, Advanced Diploma, Postgraduate Certificate, or B Tech [NQF Level 7] in Knowledge Management, Information or Information Systems, Human Resources, Business or Operations Management, Governance, or a related field.

• 5–12 years’ experience in a specialised capability relevant to the bank, with a minimum of 3 years’ proven track record in leading people, initiatives, or functional outcomes.
• Demonstrated exposure to HC service governance, SLA management, knowledge management, process standardisation, quality improvement, and technology‑enabled, data‑driven service delivery.

• Knowledge repository and content management systems
• SLA tracking and reporting tools
• Process mapping and documentation standards
• Data analysis and dashboard reporting
• Microsoft 365 and enterprise collaboration platforms

• Strategic and systems thinking
• Critical thinking and sound judgement
• Managing knowledge and organisational learning
• Influencing and stakeholder alignment
• Collaboration across functions and geographies
• Adaptability and continuous improvement mindset
• Delivery focus with strong accountability

• Strategic Thinking
• Business Acumen
• Communication
• Influence
• Leadership
• Delivering Results
• Adaptability
• Collaboration
• Decision-Making

Education

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised