People Support Manager at Pepkor Payments & Lending

Job Description

• The People Support Manager leads the delivery of integrated People Support Services (PSS) that drive business performance, employee engagement, and organisational growth. The role is responsible for developing and executing strategic and operational HR initiatives that align with Pepkor Payments and Lending’s vision, values, and culture.
• Acting as a trusted business partner, the PS Manager ensures excellence across all people functions — including employee relations, talent acquisition, performance, wellness, compliance, and engagement.

Key Responsibilities

Strategic and Operational Leadership 

• Support the Head of People Support to develop and implement People Support operational strategies aligned with business goals.
• Benchmark national and international PS best practices and make recommendations to enhance People Support Services.
• Translate the company’s people strategy into clear team objectives and ensure delivery through structured plans.
• Ensure team structures, capacity and roles are optimally designed to deliver service excellence.
• Maintain up-to-date knowledge of relevant labour legislation, HR trends, and compliance frameworks.

People Support Service Delivery 

• Provide strong PS advisory support to management and employees across all people-related matters.
• Drive consistency and excellence in service delivery to enhance employee and customer experience.
• Ensure alignment of PS policies, practices, and systems with organisational values and compliance standards.
• Oversee budget planning and cost management for People Support initiatives.

Recruitment Management

• Develop and implement an effective recruitment and talent acquisition strategy aligned with workforce planning needs (Bulk recruitment and specialised roles).
• Manage multiple sourcing channels and recruitment campaigns to attract top talent.
• Optimise employer branding and employee value proposition to improve attraction and retention.
• Oversee onboarding, induction, and probation processes to ensure smooth integration of new hires.
• Partner with Learning & Development to identify skills gaps and succession planning needs.

Employee Relations (IR)

• Provide expert advice and coaching to management and PS team members on labour relations matters.
• Ensure all Disciplinary Enquiries adhere to procedural and substantive fairness, by reviewing charges, initiators packs and ensuring the correct process is followed.
• Conduct and represent the company with CCMA disputes and ensures that cases are effectively and professionally prepared and reported to the business
• Ensure all IR policies and practices comply with the Labour Relations Act and related legislation.
• Train and guide managers on effective IR and grievance management practices.
• Manage and oversee the employee grievance process to ensure all concerns are addressed fairly, confidentially, and in accordance with company policy and procedures.

Performance Management

• Guide managers through the performance management process, including goal setting, reviews, and development planning.
• Ensure performance improvement processes are fairly and consistently applied.
• Provide input into training needs analysis and collaborate with the L&D team on competency frameworks.

Organisational Development and Change Management 

• Support the design and implementation of organisational structures and job roles that enable business efficiency.
• Facilitate change management interventions to ensure smooth transitions and employee buy-in.
• Advise managers on team development, engagement, and cultural alignment issues.

Employee Engagement and Retention 

• Manage the Employee Engagement Survey process, analyse trends, and drive improvement plans.
• Develop retention strategies to enhance engagement and reduce turnover.
• Conduct onboarding and exit interviews to identify engagement drivers and risks.
• Plan and implement recognition and reward initiatives that strengthen the company culture.
• Manage and Coordinate the Employee Engagement Meeting and ensure concerns are timeously addressed.
• Manage and oversee the monthly RapStars awards and Annual Performance & Leadership awards.

Employee Wellness 

• Create the Employee Wellness Strategy and budget
• Implement and coordinate employee wellness programmes, events and days that aims to enhance and promote employee and organisational wellness in line with the Wellness strategy
• Manage the relationship with Momentum for the onsite clinic and Life Health Solutions for the EAP.

Compliance, Risk and Reporting 

• Ensure all People Support activities align with governance, audit, and risk management requirements.
• Prepare and submit Employment Equity reports, plans, and statistics within required timelines.
• Oversee regular audits of employee files and HR processes to ensure compliance.
• Coordinate, plan and manage EE & Skills Development Committee Meetings.
• Prepare and present monthly HR reports, insights, and recommendations to management.

Leadership and Team Management 

• Lead, coach, and develop the People Support team to deliver exceptional performance and professional growth.
• Foster a culture of collaboration, accountability, respect and service excellence.
• Ensure succession and career path planning within the team.
• Champion Pepkor Payments & Lending’s values and ensure they are reflected in team behaviours and practices.

Job Requirements
Functional Competencies

• Ability to drive critical PS projects that improves productivity and efficiencies
• Strong Employee Relations [IR] practices and Labour Law knowledge
• A deep understanding of change management practices and employee retention
• Proactive approach to winning best talent, through crafting competitive & robust Talent Acquisition and Sourcing plans
• Data Driven HR reporting and analysis

Behavioural competencies

• Inspiring and collaborative leadership style
• Excellent communication and interpersonal skills
• High emotional intelligence and resilience
• Professional writing and reporting ability
• Strategic thinker with strong analytical skills
• Innovative and proactive mindset

Qualifications

• Degree in Human Resources Management/Industrial Psychology (Post graduate qualification will be considered favorably)

Experience

• 8 + years’ experience in a People Support Management (generalist) role with at least 3 years in leading and managing a high performance PS team
• Proven experience in a contact centre and financial services environment
• Extensive experience in Industrial Relations and proven success record in representing the company at the CCMA
• Experience in Employment Equity plans, committee management etc.
• Experience in developing impactful recruitment and sourcing strategies for bulk contact centre recruitment and to attract top talent for specialized roles
• Strong understanding and exposure to improving the business culture and increasing employee engagement through employee engagement/culture initiatives and retention plans