About this role
<p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><b>Apply by</b>: </span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#2980b9"><b>We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:</b></span></span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">1. To see what life at Capitec is all about and complete a short assessment, please <a href="https://talentcentral.eu.shl.com/player/link/01567683b48a40db872c19bb2f07ba9e"><u><b>click here!</b></u></a></span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">2. Once you have completed the above finalize your application by clicking apply below</span></span></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">About The Role</H2> </div><div><div> <p> </p> <p><em><strong><span>Reimagining how employees experience HR support<span> </span> </span></strong></em></p> <p><span>At Capitec, we’re building a </span><span>modern, digital-first People Service experience that puts employees at the centre.</span><span> </span></p> </div> <div> <p><span>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.</span><span> </span></p> </div> <div> <p><span>This role is about designing and delivering a seamless, responsive and trusted service experience across the employee lifecycle.</span><span> </span></p> </div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What You’ll Be Responsible For </H2> </div><div><p><span>You’ll </span><span>own </span><span>the </span><span>execution of the </span><span>People Service model</span><span>, including:</span><span> <br></span></p> <div> <div> <p>🔹<strong>Service Strategy & Delivery</strong> </p> <p>Define and embed a scalable, employee-centric service model </p> <p>Lead HelloHR, self-service platforms and employee support channels </p> <p>Drive consistent service delivery through SLAs and governance <br><br></p> <p>🔹<strong> Employee Experience & Communication </strong></p> <p>Deliver proactive communication campaigns across employee lifecycle moments </p> <p>Ensure clear, timely, and employee-friendly HR communication </p> <p>Improve employee engagement through better service interactions <br><br></p> <p>🔹 <strong>Query Management & Service Insights </strong></p> <p>Oversee high-quality, SLA-driven query resolution </p> <p>Analyse trends to reduce demand and improve experience </p> <p>Use insights and feedback to continuously evolve services <br><br></p> <p>🔹 <strong>Digital Enablement & Automation </strong></p> <p>Drive adoption of self-service, knowledge management and AI-enabled support </p> <p>Optimise HR service channels and workflows </p> <p>Partner with Technology and HR to enhance system usability <br><br></p> <p>🔹<strong> Benefits & Service Operations </strong></p> <p>Oversee benefits administration (medical, retirement, risk, leave) </p> <p>Manage external providers and ensure service quality </p> <p>Improve integration across systems to reduce rework <br><br></p> <p>🔹<strong> Leadership & Stakeholder Management </strong></p> <p>Lead high-volume service delivery teams </p> <p>Partner with HR, Payroll, Risk and Technology </p> <p>Drive a culture of responsiveness, collaboration and service excellence </p> </div> </div> <p><span> </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">What You’ll Bring</H2> </div><div><p><strong>Experience & Expertise </strong></p> <ul> <li>8+ years in People Services / HR Operations / Shared Services </li> <li>Experience leading service delivery or employee experience teams </li> <li>Strong exposure to case management, query resolution and SLA environments </li> <li>Proven experience implementing service models and digital HR channels </li> <li>Track record in improving employee experience through service innovation </li> </ul> <p><strong>Knowledge </strong></p> <ul> <li>People Service Models and shared services frameworks </li> <li>Employee lifecycle and HR service delivery practices </li> <li>Digital HR tools, self-service and knowledge management </li> <li>Service analytics, reporting and employee satisfaction metrics </li> </ul> <p><strong>What sets you apart </strong></p> <ul> <li>Passion for employee experience and service design </li> <li>Ability to balance volume, quality and responsiveness </li> <li>Strong communicator with a customer-centric mindset </li> <li>Data-driven approach to continuous service improvement </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Why This Role Matters </H2> </div><div><p><span>This role directly shapes how employees </span><span>experience HR </span><span>services </span><span>every day</span><span> - </span><span> </span><span>ensuring they receive the right support, through the right channel, at the right time.</span><span> </span></p></div></div></div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><em>Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.</em></span></span></p>