Manager:People Experience (Services)

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

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

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