Employee Relations & Workforce Management is responsible for fostering a positive work environment, ensuring compliance with labor laws, and addressing employee concerns to maintain high morale and productivity. This role involves developing and implementing policies that support workforce well-being, conducting investigations into workplace issues, and providing guidance to managers on performance and disciplinary matters. Additionally, it includes managing employee relations programs, facilitating effective communication between staff and leadership, and collaborating with HR and legal teams to mitigate risks and resolve conflicts. The position requires strong interpersonal skills, in-depth knowledge of employment regulations, and the ability to handle sensitive situations with discretion and professionalism.
Serve as the main HR liaison for employee relations within operational teams, managing disciplinary actions, grievances, investigations, appeals, and conflict resolution while ensuring adherence to Kenyan labor laws and organizational policies.
Provide guidance to team leaders and managers on matters such as employee management, coaching, workplace behavior, and disciplinary protocols, handling sensitive situations with a high level of professionalism, discretion, fairness, and uniformity.
Foster a thriving workplace culture, enhance employee engagement and retention, and promote overall wellness by actively assessing workforce morale, proactively identifying potential people-related risks, and providing essential support to employees operating in a fast-paced and demanding environment.
Design and implement customized employee engagement programs specifically suited for shift-based BPO environments, encompassing recognition schemes, wellness initiatives, feedback sessions, and retention strategies.
Monitor employee sentiment on an ongoing basis and promptly detect indicators of low morale, burnout, or potential attrition across operational teams.
Ensure full adherence to labor laws and maintain robust HR governance standards throughout the organization. Oversee the implementation and enforcement of employment regulations, policies, and procedures to mitigate legal risks and promote fair workplace practices. Develop, review, and update HR policies in alignment with evolving legal requirements and industry best practices. Conduct regular audits and assessments to verify compliance and identify areas for improvement. Collaborate with legal, management, and employee relations teams to address labor-related issues and foster a compliant, ethical work environment. Provide guidance and training to HR personnel and managers on legal obligations, regulatory changes, and governance frameworks.
Ensure strict adherence to Kenyan labor laws, statutory obligations, occupational health and safety mandates, employment regulations, and internal HR governance frameworks, including workforce requirements and Standard Operating Procedures (SOPs) related to PCI compliance.
Maintain precise and protected HR records, including employment agreements, disciplinary documentation, leave logs, onboarding materials, and legal filings, while upholding strict confidentiality for employee and client-sensitive data.
Assist with both internal and external audits by maintaining accurate documentation and records while ensuring compliance. Keep management apprised of updates in labor laws and the associated business risks to foster proactive decision-making.
We are seeking a strategic professional to oversee recruitment initiatives, streamline onboarding processes, and manage workforce planning to enhance organizational efficiency and talent acquisition. The ideal candidate will develop and implement effective hiring strategies, ensure seamless integration of new employees, and align workforce capabilities with business objectives to support sustainable growth. Responsibilities include identifying staffing needs, coordinating recruitment efforts, enhancing employee retention, and optimizing workforce structures to meet evolving demands. Candidates must possess strong analytical skills, proficiency in HR systems, and experience in talent acquisition, along with excellent communication and organizational abilities.
Ensure the full recruitment process for operational and support positions is managed seamlessly, with a strong focus on timely hiring and selection.
Collaborate with Operations leaders to align workforce planning with operational expansion, client requirements, staffing projections, and turnover patterns.
Oversee the onboarding lifecycle, encompassing orientation sessions, structured integration initiatives, and targeted programs designed to enhance employee retention and ensure operational readiness.
Responsibilities include managing pre-employment and onboarding compliance initiatives, specifically conducting background checks, verifying credentials, and ensuring all necessary documentation is properly completed.
We provide strategic guidance and hands-on assistance in performance management and operational HR functions to enhance workforce productivity and ensure seamless organizational processes. This role involves collaborating closely with leadership to design, implement, and monitor effective performance evaluation systems, fostering a culture of continuous improvement and accountability. Additionally, the position requires delivering comprehensive operational HR support, including policy development, compliance oversight, and process optimization to align with business objectives. Key responsibilities include maintaining accurate employee records, managing training initiatives, and addressing complex HR-related challenges to drive efficiency and employee engagement.
Implement and oversee performance management frameworks with consistency across all operational areas to ensure their effective administration and application.
Collaborate with Operations leadership to identify and resolve productivity, attendance, and quality challenges, while also addressing behavioral issues and enhancing overall workforce performance.
You will be responsible for managing Performance Improvement Plans (Pips), facilitating coaching interventions, implementing corrective actions, and providing support during operational escalations or workforce-related incidents.
Examine workforce metrics such as absenteeism, attrition, disciplinary actions, employee engagement, and performance benchmarks to deliver strategic HR insights that enhance organizational effectiveness and operational resilience.
Develops and refines policies while enhancing operational processes to ensure efficiency and effectiveness throughout the organization. Identifies areas for improvement, implements best practices, and aligns procedures with regulatory standards and organizational objectives. Collaborates with stakeholders to gather insights, analyze workflows, and recommend strategic enhancements that drive performance and compliance. Monitors process outcomes, measures impact, and adjusts policies as needed to sustain continuous improvement and adaptability in dynamic environments.
Oversee the development and enforcement of operational HR governance frameworks, such as escalation matrices, code of conduct standards, zero-tolerance policies, attendance governance, and workplace behavior protocols.
Collaborate closely with Operations and Security teams to maintain uniform adherence to client-specific workplace compliance standards and enforce disciplinary measures effectively.
Review, revise, and establish HR policies, standard operating procedures (SOPs), and employee handbook guidelines to guarantee compliance with operational objectives and regulatory mandates.
Design scalable human resources frameworks that align with the dynamic needs of an emerging business, maintaining a balance between flexibility and regulatory compliance.
Ensure that HR policies align with both local regulatory requirements and the workplace standards expected by international clients.
Enhance HR operations and elevate employee experience through sustained improvement initiatives, ensuring strict adherence to PCI compliance standards and client contractual obligations.
Effective collaboration with stakeholders and cultivating strong business partnerships are essential to this role. The position requires engaging with key stakeholders to understand their needs, aligning business strategies with organizational objectives, and ensuring seamless communication across departments. Responsibilities include fostering trusted relationships, negotiating mutually beneficial agreements, and driving initiatives that enhance operational efficiency and growth. Strong interpersonal skills, strategic thinking, and the ability to influence without authority are critical for success in this position.
Develop and maintain productive partnerships with key internal stakeholders, including Operations, Training, QA, IT, Security, Finance, and Leadership, to foster seamless collaboration and drive shared objectives.
Act as a dependable HR consultant for managers and senior leadership, facilitating informed decision-making and strategic discussions on people-related initiatives.
Serve as a liaison to ensure seamless communication and alignment between local operational teams and international stakeholders, fostering consistency and cohesion in execution across all levels.
Handle HR escalations promptly and professionally, providing support for client audits and operational reviews involving people-related matters as needed.
Manages attendance, schedules shifts, and oversees call center operations to maintain a productive and efficient work environment.
Facilitate continuous oversight and administration of attendance patterns, tardiness, absenteeism, leave utilization, and shift compliance within a round-the-clock operational setting.
Assist in upholding operational discipline by verifying adherence to shift schedules, overtime protocols, rest day allocations, and leave policies.
Facilitate the coordination of employee schedules while ensuring compliance with HR policies and regulatory standards, thereby guaranteeing adequate workforce coverage.
Address workplace conduct and compliance issues to ensure uninterrupted service delivery, maintain operational efficiency, and uphold client commitments.
Seeking a candidate with a bachelor’s degree in a relevant field and a minimum of five years of professional experience in a similar role. Proficiency in industry-standard software and tools is essential, along with strong analytical and problem-solving skills. Excellent communication and teamwork abilities are required to collaborate effectively with cross-functional teams. The ideal applicant should demonstrate a proven track record of delivering projects on time and within budget. Knowledge of regulatory standards and compliance is highly desirable.
A bachelor’s degree in Human Resource Management, Business Administration, or a closely related discipline is required.
A professional HR qualification equivalent to the CHRIS certification is strongly preferred.
Seeking candidates with a minimum of five years of progressive HR experience, including at least two to three years dedicated to supporting shift-based BPO, contact center, or operational environments.
Prior experience in human resources within a business process outsourcing, customer contact, or customer service environment, particularly one characterized by high volume operations, is highly desirable.
Demonstrates a thorough understanding of Kenyan labor legislation and human resources best practices.
Seasoned in managing employee relations and disciplinary procedures within high-pressure, dynamic settings.
Proficiency in managing shift-based, or internationally distributed operations is particularly advantageous.
Prior experience in PCI-compliant or highly regulated environments would be beneficial.
We seek individuals who demonstrate exceptional interpersonal abilities and a growth-oriented mindset. Candidates must exhibit strong communication skills, adaptability, and a collaborative spirit to thrive in dynamic team environments. The ideal applicant will approach challenges with resilience, maintain a positive attitude, and show a commitment to continuous learning and self-improvement. Problem-solving acumen and emotional intelligence are essential, as is the capacity to work effectively under pressure while fostering inclusive and respectful workplace interactions.
High emotional intelligence and maturity are essential, requiring the ability to manage stress effectively, navigate complex interpersonal dynamics, and maintain composure in high-pressure situations. The ideal candidate demonstrates resilience, self-awareness, and the capacity to foster collaborative relationships while upholding professional standards.
Accomplished communication and interpersonal abilities are essential for fostering productive interactions and building collaborative relationships.
Thrives in high-pressure environments with composure and adaptability, maintaining performance and poise even during demanding or rapidly evolving circumstances. Demonstrates the capacity to absorb setbacks, adapt strategies as needed, and sustain focus without compromising quality or professionalism.
Demonstrates exceptional decision-making abilities and sound judgment, coupled with a high degree of professional discretion in all situations.
Individuals must demonstrate strong problem-solving and decision-making skills, enabling them to analyze complex situations, evaluate potential solutions, and make informed, timely choices to drive effective outcomes.
Proven proficiency in conducting challenging dialogues with diplomacy and professionalism, ensuring constructive outcomes and maintaining positive relationships.
In dynamic startup environments characterized by continuous evolution, professionals must demonstrate a high degree of adaptability to thrive amidst changing organizational structures. This role demands the capacity to adjust swiftly to shifting priorities, emerging challenges, and evolving business models while maintaining productivity and performance standards. Candidates should exhibit flexibility in responding to new processes, technological advancements, and strategic pivots, ensuring seamless alignment with the company’s growth trajectory and operational demands.
Individuals must demonstrate a robust commitment to ownership and accountability in all facets of their responsibilities. They should exhibit a proactive approach to addressing challenges and ensuring that their actions align with organizational goals. This trait is essential for fostering a culture of reliability and integrity within the team.
Proven composure in managing operational crises, employee escalations, and high-pressure workforce incidents with clarity and decisive action.
We value a hybrid work model that encourages both in-office and remote collaboration, fostering productivity and work-life balance. Teamwork is central to our culture, where open communication and shared goals drive innovation and efficiency. Collaboration tools and regular check-ins ensure seamless coordination, while flexibility in work arrangements supports diverse needs and schedules. Strong interpersonal skills and adaptability are essential for thriving in this dynamic environment.
To ensure seamless alignment with international client schedules, the role demands proactive support for night shift operations, which includes upholding a consistent on-site HR presence throughout the designated operational hours.
Provide immediate HR assistance for urgent operational escalations, employee incidents, attendance issues, engagement activities, and workforce stability programs in a high-paced, shift-based setting.
Position requires full-time, on-site availability with adherence to Pacific Time Zone schedules.
Capable of addressing critical operational needs beyond regular business hours as required.
Frequent collaboration with frontline staff and operational leadership teams is essential.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
