People Support Manager at Pepkor Payments & Lending

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.

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