OCR Process Specialist

Job Requisition and Recruiter Details

Title: OCR Process Specialist
Requisition: 144309
Job Type: IT Operations
BU: OCR EFFECTIVENESS
Closing Date:  03 July 2026
Recruiter: William Mtsweni

Job Family

Career Stream

Leadership Pipeline

Job Purpose

To work with business and projects to identify areas where business processes and performance can be developed and/or improved. The aim is to apply business process principles in the analysis of an As Is business operation and create a To Be business operating model and business process artefacts. To pro-actively manage and facilitate the resolution of problems that impact IT service delivery. Ensure that route cause is identified for all outages and the progress of tracking the resolution of these and preventing future outages. 

Job Responsibilities

• Proactively plan process deliverables based on relevant project delivery method.


• Design and execute process improvements initiatives, taking responsibility for individual delivery in terms of quality, scope and time.


• Execute process improvement initiatives using accepted techniques. Taking responsibility for individual delivery in terms of scope and time.


• Ability to manage the capture of information in the BPM tools and review models for compliance with organisation’s standards.


• Contribute to value chain analysis and linking business strategy to process architecture.


• Conduct trend analysis as per the post-change occurrence of problem type.


• Analyse incident faults of a particular type, and recurring problems of a particular type or with an individual item through root cause analysis.


• Manage risk and identify the most critical problem areas.


• Ensure a reported problem is matched to existing problems and known errors.


• Determine impact classification, urgency classification, and priority classification.


• Understand how BPM modelling tools and BPMS tools are used.


• Conduct root cause and reference the relevant supporting documentation.


• Ensure workaround is tested before implemented, gather diagnostic data.


• Ensure status of problem is changed to known error when root cause and workaround identified.


• Determine if a request for change must be raised, and if further problems must be logged.


• Ensure known error database is updated when new releases are released.


• Ensure future obstacles are removed by recording all activities and learning in the knowledge database.


• Review list of known errors unresolved at time of installation.


• Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI.


• Stay abreast of developments in field of expertise, ensuring personal and professional growth.


• Understand and embrace the Nedbank vision and values, leading by example.


• Identify opportunities to improve or enhance processes, adding value to Nedbank. Contribute to the achievement of team goals.


• Ensure knowledge management, continuity and team success through constructive participation in a diverse team and by sharing knowledge with team.


• Provide input for decision making, reports on number of severities and MIS analysed daily for trends as per the agreed timelines.


• Provide advice and information on progress, workarounds and fixes that should be communicated to user who reported the problem. Understand and meet client needs.


• Monitor the current number of problems and their severity levels and escalate if the thresholds are reached.


• Work towards building a network across all areas in Group Technology. Ensure adherence to problem management and incident management procedures, process or procedural improvement.


• Ensure progress reports are available to stakeholders.


• Ensure incidents percentages reduction in incidents and problems affecting service to clients through consistent monitoring and trend analysis of recurring incidents.


• Provide input on disruption in service that needs to be communicated to service level management.

Essential Qualifications - NQF Level

Preferred Qualification

• Business degree, IT degree, Engineering degree (Industrial) - or equivalent

Preferred Certifications

• LEAN/ SIX SIGMA - Yellow belt / CBPP/ Business Analysis

Minimum Experience Level

• 2-3 years problem management and 2 years operational or related experience and 1 year project management experience


• 7 - 10 years related experience


• 3 - 5 years process experience


• Demonstrated proficiency of BPM, Change Management, and other methods that are part of a collaborative team. Demonstrated leadership on small-to-medium process and performance improvement engagements.


• Must have 5 Years Banking experience

Technical / Professional Knowledge

Behavioural Competencies