Manager:People Experience (Services)

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

• 🔹**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.*

How to Apply

• 1. To see what life at Capitec is all about and complete a short assessment, please click here!
• 2. Once you have completed the above finalize your application by clicking apply below