Head Human Capital Service Experience

Role Purpose

The Head of Human Capital (HC) Service Experience is accountable for designing, integrating, and optimising the Human Capital service experience system across the enterprise, ensuring that technology, agile delivery, service design, and change enablement operate as a coherent, future-fit system.

The role translates enterprise HC and digital strategies into integrated service experience architectures, delivery frameworks, and execution roadmaps. The incumbent ensures that HC services evolve in a sustainable, scalable manner through digitally enabled platforms, agile ways of working, and human-centred design principles.

This role does not own enterprise policy, but is accountable for system design, integration, and sustained performance of the HC service experience across multiple functions, platforms, and delivery teams.

Key Accountabilities

1. Enterprise HC Service Experience System Leadership

• Design and continuously evolve the end-to-end HC service experience system, ensuring alignment across technology platforms, service channels, processes, and delivery teams.
• Integrate HC service components into a coherent operating system that delivers consistent, intuitive employee and manager experiences.
• Ensure service experience design supports the organisation’s medium-term workforce, digital, and operating model objectives.

2. Strategic Program and Portfolio Integration

• Hold accountability for the integration and orchestration of the HC technology and service experience portfolio across the enterprise.
• Translate strategic priorities into multi-year delivery roadmaps, sequencing initiatives to maximise value, capacity, and adoption.
• Ensure appropriate governance, interdependency management, and benefits realisation across concurrent programs.

3. Agile Operating Model and Delivery Framework

• Design, implement, and continuously improve the HC Agile Framework, ensuring it is fit for scale, complexity, and enterprise delivery.
• Embed agile principles across HC service and technology teams, enabling predictable, iterative delivery over extended time horizons.
• Ensure agile practices are consistently applied while allowing for contextual adaptation across functions and platforms.

4. Service Design and Experience Optimisation

• Lead the systemic redesign of HC service journeys, reducing fragmentation, duplication, and handoffs across the service ecosystem.
• Establish service design standards, experience measures, and feedback mechanisms to support continuous optimisation.
• Ensure service experience decisions balance user needs, operational efficiency, and long-term sustainability.

5. Responsible AI and Automation Enablement

• Define and operationalise a responsible AI and automation approach within HC services, aligned to enterprise risk, governance, and ethics frameworks.
• Identify and prioritise high-value automation and AI use cases that improve service quality, speed, and scalability.
• Ensure AI and automation solutions are integrated into the broader HC service system rather than implemented as isolated tools.

6. Change Adoption and Organisational Readiness

• Design and lead integrated change and adoption strategies for HC service experience initiatives across multiple stakeholder groups.
• Ensure that capability building, communication, and enablement activities are aligned to the timing and sequencing of system changes.
• Monitor adoption outcomes and adjust interventions to sustain long-term behavioural and operational change.

7. Innovation, Learning, and Continuous Improvement

• Scan the external environment for emerging service experience, digital, and workforce trends relevant to HC.
• Pilot and evaluate innovations within controlled environments, scaling proven solutions across the enterprise.
• Use service performance data and insights to inform ongoing system refinement.

8. Capability Building and Professional Leadership

• Build and sustain service experience, agile, and digital capability across HC technology and service delivery teams.
• Coach and mentor product owners, scrum masters, and service leaders to operate effectively within a complex, integrated system.
• Act as a trusted advisor to senior HC and business leaders on service experience design and delivery trade-offs.

Experience and Qualifications

Minimum Requirements

• Post Graduate Degree in Human Resources, Business or related field (NQF8)
• Master’s degree in Business, Operations Management, Human Resources, or Digital Transformation (preferred).
• 12–15+ years’ experience in service management, HR operations, or business service delivery, with at least 5 years in a strategic leadership role.
• Proven experience leading large-scale service transformation and digital enablement programs.
• Demonstrated experience leading integrated, multi-year programs across multiple platforms, teams, and stakeholders.
• Proven capability in translating strategy into operational systems and delivery frameworks.

1. Role Objective

The CEO Designate has a dual-impact role. It is responsible for the commercial growth of the organisation’s ESD portfolio (selling and structuring programmes for corporates) and the operational integrity of the lending and grant systems that deliver those programmes.

1. Primary Commercial KPIs

Executive Leadership & "CEO-Type" Functions

While the role is technically a CEO Designate, the successful candidate must operate with the autonomy and responsibility of an executive director, overseeing the following critical business functions: 

• People & Staff Management

• Culture Architect: Build and maintain a high-performance culture aligned with the organisation’s vision of "social collateral" and empowerment.
• Talent Development: Responsible for the recruitment, mentoring, and succession planning of the ESD team, ensuring the department is capacitated to handle high-volume lending.
• Performance Accountability: Setting and monitoring departmental goals and KPIs for both front-office (sales) and back-office (admin) staff. 

• Financial Stewardship & Capital Allocation

• Budgetary Oversight: Ultimate accountability for the division's profit and loss (P&L), including the management of the overall ESD budget and internal operating expenses.
• Resource Allocation: Making strategic decisions on where to invest limited resources—whether to upgrade lending technology, hire more field staff, or expand marketing efforts—to achieve the best ROI for the organisation.
• Risk & Compliance Management: Assessing and mitigating financial, operational, and strategic risks, ensuring the company remains compliant with both B-BBEE regulations and national financial laws. 

• Marketing & Brand Ambassadorship

• The "Face" of ESD: Acting as the primary spokesperson for the organisation’s ESD offerings at industry conferences, media interviews, and government forums.
• Strategic Go-to-Market: Overseeing the development of innovative marketing campaigns that position the organisation as the premier partner for corporate B-BBEE spend in South Africa.
• Public & Stakeholder Relations: Managing high-level relationships with corporate donors, government entities (like SEFA or the NEF), and the general public to maintain the company’s "Social Licence" to operate. 

• Strategic Vision & Innovation

• Future-Proofing: Identifying market trends and new industry developments to ensure the organisation’s lending and grant models remain "best of breed" and competitive.
• Operational Excellence: Continuously evaluating and improving the efficiency of the "lending engine" to ensure seamless execution of corporate mandates.
• Fund Design & Sales: Ability to "sell" the organisation’s ESD solutions to Blue Chip corporates, ensuring their B-BBEE spend is optimised.
• Portfolio Growth: Increasing the volume of managed funds under the Enterprise and Supplier Development pillars.
• B-BBEE Scorecard Delivery: Ensuring 100% compliance and maximum point claims for clients across all four ESD sub-pillars.
• SME Sustainability: Tracking the conversion of "Enterprise Development" beneficiaries into "Preferential Procurement" ready suppliers.

• Business Development

• The CEO Designate will be directly accountable for driving new business development across the organisation's service offerings.
• This includes identifying, cultivating and converting new corporate client relationships, expanding the organisation's footprint beyond its existing mining-sector base, and growing the pipeline of ESD mandates and managed fund portfolios.
• The role requires someone who can actively open doors at C-suite and board level within blue-chip corporates, mining houses, and other large employers, positioning the organisation as a preferred partner for B-BBEE spend and enterprise development programme delivery.
• Beyond winning new business, the CEO Designate must also focus on deepening existing client relationships to increase retention, expand scope, and unlock cross-selling opportunities across the organisation's full suite of capabilities.
• Revenue growth targets and new client acquisition metrics will form a core part of this individual's performance scorecard.
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1. The Four Pillars of the ESD Mandate

The candidate must demonstrate a mastery of these specific mechanisms:

1. 1. Preferential Procurement: Identifying and vetting 51% black-owned (and black-female-owned) businesses to integrate into corporate value chains.
   2. Supplier Diversity: Specifically targeting and "upskilling" youth, women, and PWD-owned businesses to broaden the economic landscape.
   3. Supplier Development: Managing the high-touch "S" in ESG - providing mentorship, market access, and funding to existing suppliers to make them more competitive.
   4. Enterprise Development: Nurturing "pre-supplier" SMEs through grant management and training to build a sustainable pipeline of future talent.

1. Technical & System Requirements (The "No Banker" Rule)

While this is a commercial role, we are not looking for a traditional banker or “lender”. We require an ESD Systems Specialist who understands:

• Lending Mechanisms: Managing the organisation’s unique, high-volume lending cycles and "social collateral" models.
• Grant Administration: The rigorous tracking of grant-to-loan conversions and blended finance models.
• Operational Grit: This person must be able to "look under the hood" of the lending system to ensure disbursements and recoveries are seamless and transparent for corporate audit purposes.

1. Candidate Profile Summary

We are looking for a Commercial Strategist who is also an Operational Expert. They need to be able to walk into a boardroom and sell an ESD solution, then return to the office and ensure the lending and grant systems execute it perfectly.

Senior Consultant: Industrial Development

About the job

What do we do?

Our purpose is to build dignity and opportunity through sustainable, production-led economies—by making Africa a globally competitive manufacturing hub. We achieve this by partnering with the public and private sectors on global trade policy and strategy; unlocking cash flow and profitability in companies; strengthening sustainability and resilience in manufacturing; and solving complex client challenges.

What's the role?

As a Senior Consultant within BMA’s Industrial Development team, You will play a key role in designing and delivering industry-wide and sector-level programmes that strengthen competitiveness and growth across the manufacturing economy.

Here you will work on collective solutions that address shared constraints and opportunities across value chains - including industrial clusters, industry platforms, public–private partnerships, localisation and supplier development initiatives, and multi-stakeholder sector strategies.

In this role, you will be part of a high-performance team united by a shared purpose: powering growth, competitiveness and sustainability in the industrial economy.

What will you be doing?

• Programme delivery support: Design and implement industry-wide programmes (public–private partnerships, sector strategies, localisation and supplier development programmes).
• Public–private coordination: Manage engagement with government, DFIs, industry bodies, organised business, manufacturers and social partners.
• Stakeholder facilitation: Plan and facilitate workshops, working groups and governance forums; produce clear outputs that drive action and accountability.
• Competitiveness problem-solving: Contribute to sector-level responses to shared challenges (productivity, skills, sustainability, market access).
• Policy-to-implementation support: Translate industrial policy and strategy into practical delivery plans with clear actions, owners and timelines.
• Sector and value-chain diagnostics: Analyse constraints and opportunities using structured problem-solving, data and stakeholder input.
• Project delivery discipline: Support planning, budgeting and resourcing; track actions and risks to ensure delivery on time, within scope and to BMA standards.
• Team contribution and coaching: Work effectively in project teams; guide junior colleagues and ensure quality outputs.
• Tools and methodology development: Help develop and refine tools, templates and approaches that can be reused and scaled.

Who are you?

• You are motivated by industry-wide impact and believe sustainable industrial development requires collective action.
• You have experience working with or for industry associations, clusters, sector platforms or multi-stakeholder programmes.
• You are comfortable operating at the intersection of policy, strategy and implementation.
• You can step into a project management role, coordinating people and stakeholders in complex environments.
• You delegate effectively, communicate clearly and act decisively.
• You are persuasive yet humble, able to engage confidently at multiple levels.
• You are intellectually curious, collaborative and driven to make industrial policy work in practice.

Requirements

Essential

• Minimum Honours degree from a leading academic university (e.g. Economics, Development Economics, Engineering, Geography, Industrial Psychology, Commerce)
• 3 years relevant experience managing multi-stakeholder projects
• Strong Excel and PowerPoint skills
• Strong written and verbal communication skills

Beneficial

• Experience working with manufacturing value chains

What we offer

Working at BMA comes with some important benefits:

• Private sector drive, social impact. We're a private company working to improve society through sustainable industrialisation. We like the balance between the pace of the private sector and the social value our work brings.
• Flexible workplace policy, allowing you to work from home, the office and/or at clients. We encourage you to strike the right balance between undisturbed deep work, collaboration and social engagement.
• Discretionary awards and bonuses. We recognise and reward performance. If you impress, you can grow quickly with us.
• Uniquely collaborative and fun working environment. We have a cool induction programme to rapidly immerse you in our world, and a rhythm of huddles which aligns the whole company, includes fun themes and games, and celebrates the wins we achieve every week.