We are seeking a skilled professional to oversee employee relations and workforce management initiatives. This role involves developing and implementing strategies to enhance employee engagement, satisfaction, and productivity while ensuring compliance with labor laws and company policies. Key responsibilities include resolving workplace conflicts, managing performance evaluations, and fostering a positive organizational culture. The ideal candidate will have experience in HR practices, strong interpersonal skills, and the ability to handle sensitive employee matters with discretion. A background in workforce planning, talent development, and employee advocacy is highly preferred.
Serve as the main HR liaison for employee relations within operational teams, addressing disciplinary issues, grievances, investigations, appeals, and conflict resolution while ensuring adherence to Kenyan labor laws and internal company policies.
Provide expert guidance to team leaders and managers on effective employee management, coaching techniques, workplace behavior, and disciplinary protocols, handling sensitive matters with the utmost professionalism, strict confidentiality, discretion, and impartiality.
Foster a vibrant workplace culture while enhancing employee engagement, retention, and well-being by regularly assessing workforce morale, proactively pinpointing people-related risks, and providing steadfast support to staff within a demanding operational setting.
Design and implement customized employee engagement strategies specifically for shift-based BPO environments, encompassing recognition schemes, wellness initiatives, feedback platforms, and targeted retention measures.
Proactively assess employee sentiment and pinpoint potential risks related to morale, burnout, or attrition within operational teams.
Ensure adherence to labor laws and maintain robust HR governance frameworks to uphold organizational compliance and regulatory standards. Develop, implement, and enforce policies that align with legal requirements while fostering a fair and equitable workplace environment. Oversee HR governance initiatives to mitigate risks, streamline processes, and promote transparency in employment practices.
Ensure strict adherence to all Kenyan labor laws, statutory obligations, occupational health and safety regulations, employment guidelines, and internal HR governance frameworks, encompassing PCI-related workforce mandates and Standard Operating Procedures (SOPs).
Ensure the meticulous organization and protection of HR records, including employment contracts, disciplinary documentation, leave histories, onboarding materials, and regulatory filings, while strictly safeguarding the confidentiality of sensitive employee and client data.
Facilitate internal and external audits by maintaining accurate documentation and managing records efficiently, while ensuring management remains updated on labor law amendments and associated business risks.
Responsible for managing recruitment initiatives, facilitating seamless onboarding processes, and developing strategic workforce planning strategies to ensure organizational alignment and talent optimization.
Oversee the complete recruitment lifecycle for operational and support positions, guaranteeing prompt hiring and selection processes.
Collaborate with Operations leaders to align workforce planning with operational expansion, client demand, staffing projections, and turnover patterns.
Oversee onboarding procedures, encompassing orientation sessions, integration initiatives, and strategies aimed at enhancing retention rates and operational preparedness.
Responsible for managing compliance-related tasks throughout the pre-employment and onboarding processes, including conducting background checks, verifying credentials, and maintaining accurate documentation.
We facilitate performance management and provide operational HR support, ensuring alignment with organizational objectives and fostering employee development through structured evaluations and feedback mechanisms. Our role encompasses overseeing performance metrics, administering appraisal processes, and offering guidance on career progression pathways. Additionally, we deliver comprehensive operational HR support, including policy implementation, compliance oversight, and employee relations management to maintain a productive and compliant workplace environment.
Develop and oversee performance management frameworks to ensure uniform application across operational activities.
Collaborate closely with Operations leadership to enhance workforce performance, focusing on productivity, attendance, quality, and behavioral issues.
Coordinate Performance Improvement Plans (Pips), provide coaching interventions, administer corrective actions, and deliver support during operational escalations or workforce-related incidents.
Analyze workforce trends, including absenteeism, attrition, disciplinary cases, engagement, and performance metrics, and deliver strategic HR insights designed to enhance operational efficiency and organizational stability.
We are seeking a skilled professional to lead the development of policies and enhance operational processes. The ideal candidate will identify areas for improvement, design and implement effective policies, and ensure alignment with organizational goals and regulatory standards. Responsibilities include analyzing current procedures, recommending best practices, and fostering a culture of continuous improvement. The role demands strong analytical thinking, excellent communication skills, and the ability to collaborate across departments to drive meaningful change.
Spearhead the development, rollout, and strict adherence to operational HR governance frameworks, which encompass escalation matrices, code of conduct standards, zero-tolerance policies, attendance governance, and workplace behavior protocols.
Collaborate effectively with Operations and Security teams to maintain uniform adherence to client-specific workplace compliance standards and enforcement mechanisms.
Review, revise, and enforce human resources policies, standard operating procedures, and employee handbook guidelines to maintain compliance with legal standards and operational objectives.
Design and implement scalable human resources processes tailored specifically for a dynamic startup setting, balancing practicality with enforceability to support sustainable growth.
To guarantee adherence to local legislation and align with international client expectations, HR policies must be consistently reviewed and updated to ensure they meet all applicable workplace standards.
Champion ongoing enhancements in HR operations and employee experience, ensuring strict adherence to PCI compliance standards and fulfillment of client contractual obligations.
Accomplished professionals in stakeholder engagement and corporate collaboration are sought to cultivate and sustain strategic alliances that drive organizational success. The role demands the ability to liaise effectively between internal teams and external partners, ensuring alignment with business objectives while fostering productive relationships. Candidates must possess refined interpersonal skills, a keen understanding of corporate dynamics, and the capacity to navigate complex negotiations with diplomacy and tact. Responsibilities include identifying key stakeholders, managing expectations, resolving conflicts, and delivering consistent value to all parties involved. Proficiency in communication, problem-solving, and adaptability is essential to thrive in this dynamic environment.
Forge and maintain productive partnerships with key internal stakeholders, including Operations, Training, Quality Assurance, IT, Security, Finance, and Leadership, to facilitate seamless collaboration and alignment of objectives.
Act as a reliable HR consultant to managers and leadership, providing guidance on decision-making processes and contributing to strategic conversations about people management.
Ensure seamless communication and alignment between local operations and international stakeholders to maintain execution consistency.
Handle HR escalations promptly and professionally, providing support for client audits and people-related operational reviews as needed.
Ensuring efficient oversight of attendance tracking, scheduling of shifts, and the operational dynamics of the call center environment remains a critical responsibility within this role.
Monitor attendance, punctuality, absenteeism, leave patterns, and shift compliance within a continuous 24/7 operational setting, ensuring accurate tracking and effective oversight.
Support the maintenance of operational discipline by upholding adherence to shift schedules, overtime protocols, rest day mandates, and leave policies.
Ensure workforce coverage and regulatory compliance by overseeing employee scheduling coordination from an HR perspective.
Address any workplace conduct and compliance issues that could affect service delivery, operational efficiency, or client commitments.
Seeking a candidate with a minimum of five years of relevant professional experience and a bachelor’s degree in a related field. Strong analytical and problem-solving skills are essential, along with proficiency in industry-standard software and tools. Excellent communication abilities, both written and verbal, are required to collaborate effectively with cross-functional teams. Previous experience in project management or leadership roles is highly desirable. Familiarity with data analysis, reporting, and strategic planning is a must to drive informed decision-making processes.
A bachelor’s degree in Human Resource Management, Business Administration, or a closely related discipline is required.
Preferred candidates hold a CHRIS certification or possess an equivalent professional HR qualification.
With a minimum of five years of progressive human resources experience, including at least two to three years providing support to shift-based business process outsourcing, contact center, or operational environments.
High-volume operational environments, along with BPO, contact center, or customer support roles, make prior HR experience particularly advantageous.
Proficient in Kenyan labor legislation and human resources best practices.
Proven expertise in managing employee relations and implementing disciplinary procedures within high-pressure, fast-paced organizational settings.
Proficiency in assisting shift-based or globally distributed operations is strongly preferred.
Proficiency in environments adhering to PCI compliance or other stringent regulatory frameworks is highly beneficial.
We seek candidates with exceptional interpersonal abilities and a proactive approach to problem-solving. The ideal applicant will demonstrate strong communication skills, adaptability, and a collaborative mindset. Proficiency in teamwork, conflict resolution, and emotional intelligence is essential. Additionally, we value individuals who exhibit resilience, a growth-oriented attitude, and a commitment to continuous learning.
High emotional intelligence and the capacity for mature, composed behavior under pressure are essential qualities for this position. The ideal candidate will demonstrate exceptional interpersonal skills, enabling them to navigate complex emotional dynamics with empathy and professionalism. Maturity in decision-making, along with the ability to maintain composure in high-stakes situations, is a critical attribute for success in this role.
Skilled in fostering clear and effective interactions, both verbally and in writing, with a keen ability to build rapport and collaborate with diverse teams and stakeholders.
The ability to maintain composure and perform effectively in high-pressure situations is essential.
Demonstrates exceptional judgment and discretion in all professional interactions and decision-making processes.
Problem-solving and decision-making capabilities are essential for this role. Candidates should demonstrate proficiency in analyzing complex situations, evaluating potential solutions, and implementing effective decisions with confidence. Strong analytical skills and the ability to make informed judgments under pressure are required to navigate challenges and drive organizational success.
Capable of conducting challenging discussions with a high level of professionalism and tact.
Adaptability is essential in navigating the dynamic environments of emerging startup organizations. As structures and processes evolve, the ability to adjust to changing demands and priorities is crucial for success in such fast-paced settings.
Possesses a robust commitment to ownership and accountability, ensuring responsibilities are fulfilled with diligence and integrity. Demonstrates a proactive approach in taking charge of tasks and their outcomes, while upholding high standards of reliability and responsibility in all professional endeavors.
Remaining composed and providing clear direction during operational crises, employee escalations, and other high-pressure workforce situations is essential.
We seek a dynamic professional who thrives in a collaborative environment and adapts seamlessly to diverse work models, including remote, hybrid, and in-office setups. The ideal candidate will demonstrate exceptional communication skills, self-motivation, and the ability to manage time effectively while working independently or as part of a team. Proficiency in digital collaboration tools, such as project management software and virtual communication platforms, is essential to ensure seamless coordination and productivity across distributed teams.
To ensure seamless alignment with international client schedules, the role involves providing hands-on support for night shift operations, which includes upholding an on-site HR presence throughout the designated operational hours.
To deliver immediate HR assistance for operational escalations, employee-related incidents, attendance issues, engagement initiatives, and workforce stability efforts in a dynamic, shift-based setting.
Employees must adhere to full-time, on-site availability with schedules aligned to the Pacific Time Zone.
Capable of addressing critical operational issues beyond regular business hours as required.
Frequent collaboration with frontline staff and operational leadership is essential to this role.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
