Manager:People Experience (Services) at Capitec Bank

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