Manager:People Experience (Services)

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

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About The Role

Reimagining how employees experience HR support

At Capitec, we’re building a modern, digital-first People Service experience that puts employees at the centre.

As the Manager: People Experience (Services), you’ll lead how employees interact with HR - from self-service to query resolution, proactive communication, and service innovation.

This role is about designing and delivering a seamless, responsive and trusted service experience across the employee lifecycle.

What You’ll Be Responsible For

You’ll own the execution of the People Service model , including:

Service Strategy & Delivery

Define and embed a scalable, employee-centric service model

Lead HelloHR, self-service platforms and employee support channels

Drive consistent service delivery through SLAs and governance

Employee Experience & Communication

Deliver proactive communication campaigns across employee lifecycle moments

Ensure clear, timely, and employee-friendly HR communication

Improve employee engagement through better service interactions

Query Management & Service Insights

Oversee high-quality, SLA-driven query resolution

Analyse trends to reduce demand and improve experience

Use insights and feedback to continuously evolve services

Digital Enablement & Automation

Drive adoption of self-service, knowledge management and AI-enabled support

Optimise HR service channels and workflows

Partner with Technology and HR to enhance system usability

Benefits & Service Operations

Oversee benefits administration (medical, retirement, risk, leave)

Manage external providers and ensure service quality

Improve integration across systems to reduce rework

Leadership & Stakeholder Management

Lead high-volume service delivery teams

Partner with HR, Payroll, Risk and Technology

Drive a culture of responsiveness, collaboration and service excellence

What You’ll Bring

Experience & Expertise

• 8+ years in People Services / HR Operations / Shared Services
• Experience leading service delivery or employee experience teams
• Strong exposure to case management, query resolution and SLA environments
• Proven experience implementing service models and digital HR channels
• Track record in improving employee experience through service innovation

Knowledge

• People Service Models and shared services frameworks
• Employee lifecycle and HR service delivery practices
• Digital HR tools, self-service and knowledge management
• Service analytics, reporting and employee satisfaction metrics

What Sets You Apart

• Passion for employee experience and service design
• Ability to balance volume, quality and responsiveness
• Strong communicator with a customer-centric mindset
• Data-driven approach to continuous service improvement

Why This Role Matters

This role directly shapes how employees experience HR services every day - ensuring they receive the right support, through the right channel, at the right time.

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.