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