Employee Relations & Workforce Management
We seek a strategic professional to oversee employee relations and workforce optimization initiatives. The role involves resolving workplace conflicts, fostering a positive work environment, and ensuring adherence to labor laws and company policies. Responsibilities include conducting investigations into employee grievances, mediating disputes, and implementing corrective actions when necessary. Additionally, the position requires collaboration with HR and management to develop workforce strategies that enhance productivity, engagement, and retention. The ideal candidate will have proven experience in conflict resolution, strong interpersonal skills, and a deep understanding of employment regulations.
Serve as the principal 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 organizational policies.
Provide strategic guidance to team leaders and managers regarding employee management, coaching techniques, workplace behavior standards, and disciplinary protocols, ensuring all interactions are handled with a high degree of professionalism, strict confidentiality, impartiality, and uniformity.
Foster a thriving workplace culture, enhance employee engagement and retention, and promote wellness by regularly assessing workforce morale, proactively identifying people-centric risks, and providing support to employees operating in a demanding and fast-paced environment.
Craft and implement customized employee engagement strategies specifically designed for shift-based BPO environments, encompassing recognition initiatives, wellness programs, feedback sessions, and retention-focused measures.
Proactively assess employee sentiment and promptly detect potential risks related to morale, burnout, or turnover within operational teams.
Ensures adherence to labor laws and regulations while overseeing HR governance to maintain organizational compliance and operational integrity.
Ensure adherence to all Kenyan labor laws, statutory obligations, occupational health and safety standards, employment regulations, and internal HR governance protocols—covering PCI-related workforce mandates and Standard Operating Procedures (SOPs).
Maintain precise and secure HR documentation, including employment agreements, disciplinary records, leave logs, onboarding materials, and regulatory submissions, while safeguarding the confidentiality of employee and client-sensitive data.
Facilitate internal and external audits by maintaining accurate documentation and managing records effectively, while also keeping management apprised of labor law updates and associated business risks.
Our team is responsible for handling all aspects of recruitment, ensuring a smooth onboarding process for new hires, and developing strategic workforce planning initiatives. We manage the full hiring cycle, from sourcing top talent to extending job offers, while fostering a positive experience for candidates and employees alike. Additionally, we design and implement workforce strategies that align with organizational goals, optimize staffing levels, and support long-term talent development. This role involves close collaboration with hiring managers to identify staffing needs and ensure seamless integration of new team members into the company culture.
Oversee the full recruitment lifecycle for operational and support positions, guaranteeing efficient hiring processes and selection outcomes.
Collaborate with Operations leaders to align workforce planning with operational expansion, client needs, staffing projections, and attrition patterns.
Oversee the onboarding process, encompassing orientation sessions, integration initiatives, and retention-focused programs to enhance operational readiness.
Ensure adherence to pre-employment and onboarding compliance protocols, including the execution of background checks, verification procedures, and documentation management.
We provide assistance with performance management and operational human resources tasks to ensure organizational efficiency and employee productivity.
Facilitate the deployment and upkeep of performance management frameworks to guarantee uniform application throughout all operational activities.
Collaborate with Operations leadership to resolve productivity challenges, attendance discrepancies, quality standards issues, behavioral concerns, and comprehensive workforce performance deficiencies.
Coordinate Performance Improvement Plans (Pips), provide coaching interventions, implement corrective actions, and offer support during operational escalations or workforce-related incidents.
Conduct a comprehensive evaluation of workforce trends—including absenteeism, attrition, disciplinary cases, engagement metrics, and performance indicators—and deliver strategic HR insights aimed at enhancing organizational effectiveness and ensuring operational stability.
The candidate will be responsible for designing and refining organizational policies to enhance operational efficiency and compliance. They will also identify opportunities to streamline workflows, eliminate redundancies, and implement best practices to improve overall process performance. Additionally, the role involves conducting thorough assessments of current procedures, analyzing data to pinpoint inefficiencies, and proposing data-driven solutions to optimize workflows. Strong analytical skills, attention to detail, and the ability to collaborate across departments are essential for success in this position.
Drive the development, implementation, and rigorous enforcement of structured HR governance frameworks, encompassing escalation protocols, ethical conduct standards, zero-tolerance policies, attendance regulations, and workplace behavior guidelines to ensure alignment with organizational policies and regulatory requirements.
Collaborate with Operations and Security teams to enforce uniform application of client-specific workplace compliance standards and disciplinary measures.
Review, revise, and enforce HR policies, standard operating procedures, and employee handbook guidelines to guarantee compliance with operational objectives and regulatory mandates.
Design and implement scalable HR processes tailored to the dynamic needs of a startup, ensuring they remain both practical and enforceable.
Ensure that HR policies align with both local legal requirements and the workplace standards expected by international clients, thereby maintaining compliance and operational excellence.
Leverage strategic initiatives to enhance HR operational efficiency and elevate employee satisfaction, ensuring strict adherence to PCI compliance standards and client contractual requirements.
Our role focuses on cultivating strong relationships with key stakeholders and fostering collaborative business partnerships to drive shared objectives and sustainable growth. This involves identifying critical stakeholders, engaging with them through transparent communication, and aligning their interests with organizational goals. Additionally, you will negotiate mutually beneficial agreements, resolve conflicts proactively, and ensure consistent value delivery to all parties involved. Your expertise in strategic alignment and interpersonal skills will be essential to maintaining productive partnerships and enhancing stakeholder satisfaction.
Develop and maintain robust partnerships with key internal stakeholders across Operations, Training, QA, IT, Security, Finance, and Leadership to facilitate seamless collaboration and drive organizational success.
Acting as a reliable HR advisor, you will collaborate closely with managers and senior leadership to facilitate informed decision-making and shape strategic people initiatives.
Ensure seamless communication and alignment between local operations and international stakeholders to maintain consistent execution across all levels.
Handle HR escalations promptly and with a high degree of professionalism, providing support for client audits and operational reviews concerning personnel matters as needed.
Attendance, shift scheduling, and call center environment management are integral aspects of this role, requiring meticulous oversight and strategic planning.
Monitor attendance, punctuality, absenteeism, leave patterns, and shift compliance in a continuous 24/7 operational setting.
Ensure adherence to operational standards by maintaining compliance with shift schedules, overtime protocols, rest day allocations, and leave policies.
Support the coordination of employee schedules from an HR compliance standpoint to maintain adequate workforce coverage while ensuring adherence to regulatory requirements.
Address any workplace conduct or compliance concerns that could potentially disrupt service delivery, hinder operational efficiency, or compromise client commitments.
Seeking a candidate with a Bachelor’s degree in a relevant field and at least three years of hands-on experience in the industry, along with proficiency in industry-standard software and tools. Strong analytical skills, attention to detail, and the ability to work independently or collaboratively in a fast-paced environment are essential. Familiarity with project management methodologies and compliance regulations is preferred. Exceptional communication and problem-solving abilities are required to effectively engage with stakeholders and drive project success.
A bachelor’s degree in Human Resource Management, Business Administration, or a related discipline is required.
Preferred candidates will hold a CHRIS certification or possess an equivalent professional HR qualification.
A minimum of 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 environments.
High-volume operational experience, particularly within a BPO, contact center, or customer support setting, is highly desirable.
Proficient understanding of Kenyan labor legislation and leading HR principles is essential.
Experienced in managing employee relations and disciplinary procedures within dynamic, high-pressure settings.
Highly valued is prior experience in facilitating shift-based or international operations.
Experience in PCI-compliant or highly regulated environments is beneficial.
We seek a professional who demonstrates exceptional interpersonal abilities and a proactive attitude. The ideal candidate will possess strong communication skills, problem-solving capabilities, and a collaborative mindset to thrive in a team-oriented environment. Additionally, they should exhibit adaptability, emotional intelligence, and a commitment to continuous learning to address dynamic challenges effectively.
Individuals must exhibit exceptional emotional intelligence and demonstrate a high level of maturity in all professional interactions.
Exceptional verbal and written communication abilities, along with polished interpersonal acumen, are essential for this role. Candidates must demonstrate a capacity to engage effectively with colleagues, clients, and stakeholders across various levels, fostering clear and constructive dialogue. Collaboration and relationship-building remain key priorities, ensuring seamless interaction within diverse teams and external partners.
Demonstrates the ability to maintain composure, focus, and effectiveness in high-pressure situations, adapting swiftly to challenges while upholding performance standards.
Demonstrates exceptional judgment and discretion in all professional interactions and decision-making processes.
Demonstrates strong analytical skills and the capacity to make well-informed decisions under varying circumstances.
Capable of navigating challenging conversations with professionalism and tact, ensuring constructive dialogue and resolution.
Thriving within dynamic and rapidly changing startup environments is essential, requiring the capacity to pivot strategies, embrace novel challenges, and adjust to shifting priorities with agility and resilience.
Demonstrates a deep commitment to ownership and accountability in all aspects of work, ensuring tasks are completed with precision and a high degree of responsibility.
Demonstrates composure and sound judgment in handling operational emergencies, staff escalations, and high-stress workforce situations.
The role involves a hybrid work arrangement, with expectations to work primarily from our office location in [City, State] on Tuesdays, Wednesdays, and Thursdays, while the remaining days can be completed remotely from any approved location. Collaboration is a key component, requiring close partnership with cross-functional teams, including but not limited to product, engineering, and marketing, to drive project success. Strong interpersonal and communication skills are essential to foster alignment, resolve conflicts, and ensure seamless execution of initiatives. Additionally, the position demands adaptability to evolving priorities and the ability to thrive in a fast-paced, collaborative environment.
Actively contributing to night shift operations in accordance with international client schedules entails maintaining a consistent, visible on-site HR presence throughout the designated operational hours.
Provide immediate HR assistance to address operational escalations, employee incidents, attendance issues, engagement initiatives, and workforce stability measures within a dynamic, shift-based setting.
Required to maintain full on-site presence and adhere to the Pacific Time Zone schedule.
Capable of addressing critical operational needs beyond regular business hours when required.
Requires frequent collaboration with frontline staff and operational management teams to facilitate seamless communication and alignment across departments.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
