Employee Relations & Workforce Management professionals are responsible for fostering a positive workplace environment, ensuring adherence to labor laws, and managing employee grievances. They develop and implement policies that promote fairness, diversity, and inclusion while addressing conflicts and performance issues. Additionally, they oversee workforce planning, conduct training programs, and maintain accurate employee records. Strong interpersonal, communication, and problem-solving skills are essential, along with experience in HR practices and labor relations. Bachelor’s degree in Human Resources, Business Administration, or a related field is typically required.
Serve as the principal HR liaison for employee relations within operational teams, managing disciplinary actions, grievances, investigations, appeals, and conflict resolution in strict adherence to Kenyan labor laws and organizational policies.
Provide guidance to team leaders and managers regarding employee management, coaching techniques, workplace behavior, and disciplinary protocols, ensuring sensitive matters are addressed with the utmost professionalism, discretion, confidentiality, impartiality, and consistency.
Foster a thriving workplace environment by overseeing culture, engagement, retention, and wellness initiatives, while assessing workforce morale, addressing people-related risks, and providing employee support—all within a fast-paced operational setting.
Design and implement customized employee engagement strategies specifically for shift-based BPO environments, encompassing recognition schemes, wellness initiatives, feedback platforms, and retention-focused measures.
Consistently assess employee sentiment and promptly detect potential concerns regarding morale, burnout, or retention risks among operational teams.
Labour Law Compliance and HR Governance encompass the systematic oversight and adherence to statutory regulations governing employment practices, ensuring organizational alignment with legal frameworks. This function involves monitoring changes in labor legislation, implementing policies to mitigate non-compliance risks, and maintaining meticulous documentation to demonstrate due diligence. Additionally, it requires fostering a workplace culture that prioritizes ethical conduct, employee rights, and fair treatment while overseeing the enforcement of internal HR policies and procedures. Strong analytical skills, attention to detail, and a deep understanding of employment laws are essential for effectively navigating complex regulatory environments and advising leadership on best practices.
Ensure strict adherence to all Kenyan labor laws, statutory obligations, occupational health and safety regulations, employment guidelines, and internal HR governance frameworks, incorporating PCI-related workforce mandates and Standard Operating Procedures (SOPs).
Maintain precise and secure HR records, including employment contracts, disciplinary actions, leave documentation, onboarding materials, and statutory filings, while safeguarding the confidentiality of sensitive employee and client data.
Support internal and external audits by maintaining accurate documentation and records, ensuring compliance and operational transparency. Additionally, keep management apprised of updates in labor legislation and potential business risks associated with these changes.
We are seeking a skilled professional to oversee recruitment initiatives, streamline onboarding processes, and develop strategic workforce planning to ensure optimal talent acquisition and retention across the organization. This role will involve sourcing top-tier candidates, implementing efficient onboarding procedures to enhance employee integration, and designing data-driven workforce strategies to align with business objectives. The ideal candidate will have proven experience in talent acquisition, employee engagement, and organizational planning, along with strong analytical and communication skills to collaborate effectively with hiring managers and senior leadership.
Oversee the complete recruitment process from start to finish for both operational and support positions, guaranteeing efficient hiring and selection within designated timelines.
Support workforce planning initiatives by collaborating with Operations leaders to align staffing levels with operational expansion, projected client demand, anticipated staffing requirements, and observed attrition patterns.
Oversee the onboarding processes, encompassing orientation, integration programs, and strategic initiatives aimed at enhancing retention and operational preparedness.
Manage pre-employment and onboarding compliance processes, including conducting background checks, performing verification procedures, and maintaining accurate documentation.
We provide assistance in performance management and operational HR functions to ensure organizational effectiveness and employee development. This role requires expertise in performance evaluation systems, goal-setting methodologies, and HR policies to enhance workforce productivity and engagement. Responsibilities include conducting performance reviews, analyzing HR metrics, and implementing improvement strategies to align individual goals with company objectives. Additionally, the position demands a strong understanding of labor laws, employee relations, and talent management to support both managers and staff in achieving operational excellence.
Implement and oversee performance management frameworks to ensure uniform application throughout operations.
Collaborate with Operations leadership to resolve productivity challenges, attendance discrepancies, quality deficiencies, behavioral issues, and broader workforce performance concerns.
Coordinate Performance Improvement Plans (Pips), deliver targeted coaching interventions, and implement corrective actions to address operational escalations or workforce incidents, providing structured support throughout the process.
Examine workforce patterns—including absenteeism, turnover, disciplinary actions, employee engagement, and performance metrics—to deliver strategic HR recommendations that enhance organizational efficiency and maintain operational continuity.
We are seeking a skilled professional to lead policy development and enhance operational processes. The ideal candidate will design, evaluate, and implement policies to ensure compliance and efficiency while identifying opportunities for continuous improvement. Responsibilities include analyzing existing procedures, recommending strategic enhancements, and collaborating with cross-functional teams to streamline workflows. Strong analytical abilities, attention to detail, and proficiency in process optimization are essential. Experience in regulatory compliance and change management is highly valued, along with excellent communication skills to facilitate clear documentation and stakeholder engagement.
Lead the development, deployment, and adherence to operational HR governance frameworks, encompassing escalation pathways, ethical conduct guidelines, zero-tolerance policies, attendance management systems, and workplace behavior protocols.
Collaborate closely with Operations and Security teams to uphold and enforce client-specific workplace compliance standards and disciplinary measures consistently.
Review, revise, and enforce HR policies, standard operating procedures (SOPs), and employee handbook guidelines to maintain alignment with both operational objectives and regulatory compliance.
Design scalable human resources procedures tailored to the needs of a startup, balancing practicality with enforceability to support sustainable growth.
Review and update human resources policies to ensure full alignment with current local laws while also satisfying the expectations of international clients, particularly concerning workplace regulations.
Facilitate ongoing enhancements in HR operations and employee experience while ensuring strict alignment with PCI compliance standards and client contractual obligations.
Skilled professionals adept at stakeholder engagement and cultivating strategic business alliances are invited to apply. This role requires the ability to effectively communicate with various stakeholders, build and maintain strong partnerships, and drive collaborative initiatives to achieve organizational goals. Candidates must demonstrate exceptional interpersonal skills, a proactive approach to relationship management, and the capacity to align diverse interests with overarching business objectives. Experience in negotiating agreements, resolving conflicts, and fostering trust-based relationships is essential. Proficiency in identifying and engaging key decision-makers, along with a track record of delivering value through cross-functional collaboration, will be highly regarded.
Foster productive partnerships with key internal stakeholders, including Operations, Training, QA, IT, Security, Finance, and Leadership, to facilitate seamless collaboration and alignment.
Act as a strategic HR partner to managers and leadership, providing guidance and insights to inform decision-making and organizational people strategy.
Ensure seamless communication and alignment between local operations and global stakeholders, fostering consistency in implementation.
Demonstrate a proactive and polished approach in addressing HR escalations, providing timely and expert assistance during client audits and operational reviews that involve personnel matters.
Managing attendance, scheduling shifts, and overseeing call center operations are essential responsibilities within this role. Implementing structured attendance policies ensures accountability, while optimizing shift assignments maintains seamless workflows during peak and off-peak periods. Additionally, fostering a productive and efficient call center environment requires strong leadership, clear communication, and adherence to operational protocols. This role demands adaptability to fluctuating call volumes and the ability to resolve scheduling conflicts promptly.
Monitor attendance, punctuality, absenteeism, leave patterns, and shift compliance in a round-the-clock operational setting to ensure operational continuity and adherence to scheduling requirements.
Enforce operational discipline by upholding compliance with shift schedules, overtime protocols, rest day mandates, and leave regulations.
Oversee the coordination of employee schedules while ensuring compliance with HR policies and regulations to maintain adequate workforce coverage.
Address any workplace conduct and compliance concerns that could potentially disrupt service delivery, hinder operational efficiency, or compromise client commitments.
Seeking a highly motivated professional with proven expertise in the relevant field, backed by a minimum of three years of hands-on experience. The ideal candidate must possess strong analytical skills, exceptional communication abilities, and a track record of delivering high-quality results under tight deadlines. A bachelor’s degree in a related discipline is required, and advanced certifications or specialized training are strongly preferred. Additionally, familiarity with industry-standard software and tools, as well as prior leadership experience, will be advantageous. The role demands meticulous attention to detail, adaptability, and a collaborative mindset to thrive in a dynamic work environment.
A Bachelor’s Degree in Human Resource Management, Business Administration, or a closely related discipline is required.
Preferred candidates will possess a CHRIS certification or another comparable professional HR qualification.
Minimum of five years of progressive human resources experience is required, with a minimum of two to three years dedicated to supporting shift-based business process outsourcing, contact center, or operational environments.
Prior experience in human resources within a business process outsourcing, customer contact, or high-volume operational setting is highly desirable.
Possesses comprehensive understanding of Kenyan labor laws and HR best practices.
Proven track record in managing employee relations and disciplinary actions within dynamic, high-pressure work settings.
Preferred candidates will have a background in facilitating shift-based or international operations.
Candidates with previous experience in PCI-compliant or other highly regulated environments will be given preference.
We seek candidates with strong interpersonal abilities and a proactive mindset. Exceptional communication skills, both verbal and written, are essential, along with the capacity to collaborate effectively within diverse teams. A results-oriented approach, adaptability to dynamic environments, and a commitment to continuous learning are highly valued. Candidates should demonstrate emotional intelligence, problem-solving acumen, and the ability to navigate challenges with resilience and creativity. Prioritizing professionalism, integrity, and a customer-centric focus will be key to success in this role.
High emotional intelligence and maturity are essential for this role, requiring the ability to navigate complex interpersonal dynamics with poise and resilience.
Exceptional verbal and written communication abilities, along with the capacity to cultivate and maintain productive professional relationships, are essential.
Thrives in high-pressure environments while maintaining composure and performance standards. Effectively manages stress and challenging circumstances without compromising efficiency or quality of work. Demonstrates adaptability and a solution-oriented mindset to navigate obstacles and meet deadlines consistently.
Able to exercise sound judgment and maintain high levels of discretion in all professional interactions and decision-making processes.
Problem-solving and decision-making skills are essential, as the role demands the capacity to analyze complex issues, evaluate multiple solutions, and implement effective resolutions efficiently. Candidates must demonstrate a strong ability to assess situations critically, weigh pros and cons, and make timely, well-informed decisions to drive progress and mitigate risks. This includes navigating challenges with adaptability and ensuring outcomes align with strategic objectives.
Demonstrates exceptional skill in navigating and resolving challenging discussions with professionalism and tact.
In a dynamic startup environment characterized by continual change, the capacity to adjust seamlessly to evolving organizational structures, processes, and demands is essential. Candidates must demonstrate flexibility, resilience, and a proactive approach to navigating shifting priorities and operational frameworks. This role requires an ability to thrive amid ambiguity while maintaining productivity and alignment with the company’s strategic objectives during periods of transformation.
Exhibits a robust commitment to ownership and accountability in all responsibilities and outcomes.
Capable of maintaining composure and making well-informed decisions amid operational disruptions, employee escalations, and high-stakes workforce incidents.
We collaborate in a hybrid work environment, blending remote and onsite work to optimize productivity and flexibility. Our team operates with a focus on clear communication, leveraging digital tools and scheduled check-ins to ensure seamless coordination. Whether working from the office or remotely, we prioritize accountability, efficiency, and a results-driven approach to meet shared objectives. Collaboration is at the heart of our success, fostering innovation and shared ownership of projects across departments and time zones.
Required to provide continuous support for night shift operations in accordance with international client schedules, which includes maintaining an on-site HR presence during specified operational hours.
Provide immediate HR assistance to address operational escalations, employee incidents, attendance issues, engagement initiatives, and workforce stability efforts 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 needs beyond regular business hours as required.
Frequent collaboration with frontline staff and operational leadership is required.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
