We are seeking a dedicated professional to oversee employee relations and workforce management initiatives, ensuring a positive and productive work environment. The ideal candidate will be responsible for fostering open communication between staff and leadership, addressing employee concerns, and developing policies that enhance workplace satisfaction. They will also manage workforce scheduling, performance evaluations, and compliance with labor laws to maintain operational efficiency. Strong interpersonal skills, problem-solving abilities, and a deep understanding of HR best practices are essential for success in this role.
Serve as the main HR liaison for employee relations within operational units, managing disciplinary actions, grievances, investigations, appeals, and conflict resolution while ensuring full adherence to Kenyan labor laws and organizational policies.
Provide strategic guidance to team leaders and managers on employee management, coaching techniques, workplace behavior standards, and disciplinary protocols, ensuring all sensitive matters are handled with the utmost professionalism, strict confidentiality, strict confidentiality, discretion, fairness, and consistency.
Foster a positive workplace culture, enhance employee engagement, retention, and wellness by regularly assessing workforce morale, proactively identifying potential people-related risks, and providing steadfast support to employees operating in a demanding and fast-paced environment.
Design and implement customized employee engagement strategies specifically for shift-based business process outsourcing environments, encompassing recognition schemes, wellness programs, feedback sessions, and retention-focused measures.
We continuously assess employee sentiment to detect early signs of declining morale, burnout, or potential attrition risks among operational teams, enabling timely intervention and support.
Labour Law Compliance & HR Governance
Ensures adherence to all applicable labor regulations and employment standards while overseeing the implementation of fair and consistent HR policies. Develops, reviews, and enforces governance frameworks to align HR practices with legal requirements and organizational objectives. Monitors changes in legislation, assesses their impact on operations, and advises management on necessary adjustments to maintain compliance. Collaborates with cross-functional teams to integrate regulatory requirements into recruitment, compensation, benefits, and employee relations strategies.
Ensure adherence to Kenyan labor laws, statutory obligations, occupational health and safety regulations, employment standards, and internal HR governance protocols, including workforce requirements and Standard Operating Procedures (SOPs) related to PCI compliance.
Maintain precise and secure HR records, including contracts, disciplinary files, leave documentation, onboarding materials, and statutory submissions, while rigorously safeguarding the confidentiality of employee and client-sensitive information.
Maintain meticulous documentation and records to facilitate both internal and external audits, concurrently ensuring management remains apprised of evolving labor laws and associated business risks.
We are seeking a skilled professional to oversee recruitment processes, manage employee onboarding initiatives, and develop strategic workforce planning strategies. This role involves sourcing top talent, facilitating seamless employee integration, and aligning staffing needs with organizational goals. The ideal candidate will possess expertise in talent acquisition, strong organizational abilities, and a deep understanding of workforce dynamics to drive operational efficiency and long-term growth.
Orchestrate the entire recruitment process for operational and support positions, prioritizing efficient hiring and selection.
Partner with Operations leaders to align workforce planning with operational expansion, client requirements, staffing projections, and attrition patterns.
Oversee the onboarding procedures, encompassing orientation sessions, integration activities, and retention-focused initiatives designed to enhance operational readiness.
Ensure the completion of all pre-employment and onboarding compliance tasks, including conducting background checks, verifying credentials, and maintaining accurate documentation.
We ensure the effective oversight of employee performance and provide essential operational assistance in human resources initiatives, contributing to the organization’s overall success through strategic guidance and actionable insights.
Facilitate the establishment and oversight of performance management frameworks to maintain uniformity in their application throughout operational activities.
Partner with Operations leadership to evaluate and enhance productivity, attendance, quality standards, behavioral trends, and overall workforce performance to identify and resolve key challenges effectively.
Coordinate Performance Improvement Plans (Pips), provide coaching interventions, implement corrective actions, and offer support during operational escalations or workforce-related incidents.
As part of this role, you will evaluate workforce trends—including absenteeism, attrition, disciplinary cases, engagement, and performance metrics—to deliver strategic HR insights aimed at enhancing organizational effectiveness and operational stability.
We are seeking a professional skilled in formulating policies and optimizing organizational processes to drive efficiency and compliance. The ideal candidate will conduct thorough research, analyze existing frameworks, and design clear, actionable policies that align with regulatory standards and strategic goals. They will identify process gaps, propose improvements, and implement sustainable solutions to enhance productivity and reduce operational risks. Strong analytical abilities, attention to detail, and the capacity to collaborate across departments are essential. This role requires proficiency in policy drafting, stakeholder engagement, and change management to ensure seamless adoption and continuous enhancement of organizational practices.
Drive the development, integration, and adherence to HR operational governance frameworks, encompassing escalation pathways, ethical standards as outlined in the code of conduct, strict zero-tolerance policies, structured attendance governance, and protocols for workplace behavior.
Collaborate closely with Operations and Security teams to uphold and enforce client-specific workplace compliance standards and disciplinary measures consistently.
Responsible for evaluating, revising, and enforcing HR policies, standard operating procedures (SOPs), and employee handbook guidelines to guarantee compliance with both organizational objectives and legal mandates.
Create scalable HR processes tailored to the dynamic needs of a startup, balancing practicality with enforceability to support growth and compliance.
Ensure adherence to HR policies that align with local legal requirements and satisfy international client expectations, particularly concerning workplace standards.
Deliver ongoing enhancements to HR operations and employee experience while ensuring strict adherence to PCI compliance standards and fulfilling client contractual obligations.
Effectively cultivates and maintains strong relationships with key stakeholders, ensuring alignment with business objectives and fostering collaborative partnerships to drive mutual growth and value. Acts as a liaison between internal teams and external partners, facilitating clear communication and resolving issues to sustain productive collaborations. Anticipates stakeholder needs, proactively addresses concerns, and adapts strategies to meet evolving business demands. Requires excellent interpersonal skills, strategic thinking, and the ability to influence across diverse groups to achieve shared goals.
Develop and maintain robust partnerships with key internal stakeholders, including Operations, Training, QA, IT, Security, Finance, and Leadership, to foster seamless collaboration and drive organizational success.
Act as a reliable HR consultant for managers and executive leadership, facilitating informed decision-making and strategic workforce planning discussions.
Ensure seamless communication and strategic alignment between local operational teams and global stakeholders to uphold uniform implementation of initiatives.
Handle HR escalations promptly and professionally, providing support for client audits and operational reviews focused on people-related matters as needed.
Attendance and shift management, including oversight of the call center environment.
Monitor attendance, punctuality, absenteeism, leave patterns, and shift compliance in a continuously operating, 24/7 workplace setting.
Provide support in maintaining operational discipline by ensuring adherence to shift schedules, overtime protocols, rest day allocations, and leave policies.
Support employee scheduling coordination from an HR compliance standpoint, ensuring adequate workforce coverage while maintaining adherence to all relevant regulations.
Address any workplace conduct or compliance concerns that could interfere with service delivery, operational efficiency, or client commitments.
Seeking a highly qualified candidate with a proven track record in [specific field/industry], complemented by [X years] of relevant experience. A bachelor’s degree in [related field] is essential, while an advanced degree or specialized certifications are highly advantageous. Strong proficiency in [specific skills/tools] is required, along with demonstrated expertise in [key responsibilities]. Excellent communication and teamwork abilities are critical for collaborating across departments and stakeholders. Prior experience in [specific industry/role] is preferred, and familiarity with [relevant regulations/standards] is a must. The ideal candidate will possess exceptional problem-solving skills and the ability to work independently in a fast-paced environment.
A bachelor’s degree in Human Resource Management, Business Administration, or a closely related discipline is required.
CHRIS certification or another recognized professional HR credential is highly desirable.
Minimum five years of progressive human resources experience is required, including at least two to three years of specialized support within shift-based business process outsourcing, contact center, or operational settings.
High-volume operational environments, BIOS, contact centers, or customer support roles with prior HR experience are highly desirable.
Possesses a comprehensive understanding of Kenyan labor laws and HR best practices, ensuring compliance with regulatory frameworks and industry standards.
Skilled in managing employee relations and disciplinary actions within dynamic, high-pressure settings.
Highly desirable is prior experience in managing or supporting shift-based operations or international business activities.
Candidates with previous experience in PCI-compliant or highly regulated environments will be particularly valued.
We seek candidates who demonstrate strong interpersonal abilities and a proactive approach to problem-solving. Ideal applicants will exhibit exceptional communication skills, adaptability in dynamic environments, and a collaborative mindset. A commitment to continuous learning and a positive, solution-oriented attitude are essential. Proficiency in teamwork, emotional intelligence, and the capacity to manage multiple priorities effectively are highly valued.
Individuals should demonstrate a high level of emotional intelligence and professional maturity.
Demonstrates exceptional ability to convey ideas clearly and collaborate effectively with diverse teams. Exhibits strong interpersonal skills to build rapport and foster productive relationships with colleagues and stakeholders.
Maintains composure and performance effectiveness in high-pressure situations, demonstrating adaptability and problem-solving skills to meet tight deadlines and unexpected challenges.
Seasoned professionals must demonstrate sound judgment and exercise discretion judiciously in all professional interactions and decision-making processes.
Demonstrated proficiency in analyzing complex situations, evaluating potential solutions, and making timely, well-informed decisions to address challenges effectively.
Professional competence in navigating and facilitating challenging discussions with poise and diplomacy is required.
In dynamic startup environments, the capacity to adjust to shifting organizational structures and evolving business demands is essential. Professionals must demonstrate flexibility to navigate changes in roles, processes, and strategic priorities while maintaining productivity and alignment with company objectives. This adaptability ensures resilience, fosters innovation, and supports seamless transitions during periods of growth or restructuring.
Demonstrates a deep commitment to ownership and accountability in every aspect of their role, ensuring tasks are completed with integrity and responsibility.
Remain composed and make sound decisions amidst operational emergencies, escalated employee concerns, and high-pressure workforce situations.
The position involves a hybrid work model that combines remote and onsite collaboration, requiring employees to be available for in-office tasks on designated days while performing remote duties during other periods. Teamwork is essential, as professionals will engage in cross-functional projects, regular meetings, and joint problem-solving initiatives with colleagues across various departments. Effective communication and adaptability are critical to ensure seamless collaboration in this dynamic work environment.
Required to provide consistent assistance for night shift operations in accordance with international client schedules, including ensuring an on-site HR presence during specified operational periods.
You will deliver immediate HR support to address operational escalations, employee incidents, attendance issues, engagement initiatives, and workforce stability programs in a dynamic, shift-based setting.
Required to work exclusively on-site and adhere to the Pacific Time Zone schedule.
Capable of addressing critical operational issues beyond regular business hours as required.
You will engage extensively with frontline staff and operational leadership teams to foster collaboration and alignment.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
