We are seeking a skilled professional to oversee employee relations and workforce management initiatives. The ideal candidate will possess strong interpersonal and communication skills to effectively address employee concerns and foster a positive work environment. Responsibilities include managing employee grievances, facilitating conflict resolution, and ensuring compliance with labor laws and company policies. Additionally, the role involves analyzing workforce data to optimize staffing levels, developing performance management strategies, and implementing initiatives to enhance employee engagement and retention. The successful applicant must have a proven track record in human resources, preferably with experience in employee relations and workforce planning. A bachelor’s degree in human resources, business administration, or a related field is required, along with relevant certifications being a plus.
Serve as the key 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.
Offer strategic guidance to team leaders and managers regarding employee management, coaching techniques, workplace behavior standards, and disciplinary protocols, addressing sensitive matters with unwavering professionalism, strict confidentiality, impartiality, and adherence to consistent practices.
Foster a positive workplace culture, enhance employee engagement, boost retention rates, and promote wellness initiatives by consistently assessing workforce morale, proactively identifying people-related risks, and providing essential support to employees operating in a demanding and fast-paced environment.
Design and implement customized employee engagement strategies specifically for shift-based BPO environments, encompassing recognition schemes, wellness initiatives, feedback sessions, and retention-focused programs.
Diligently assess employee sentiment and anticipate potential morale, burnout, or attrition risks within operational teams to foster a proactive response.
Ensuring adherence to labor laws and maintaining robust HR governance frameworks are critical responsibilities in this role. The position demands a thorough understanding of local and international employment regulations, as well as the ability to implement compliant HR policies. Key duties include overseeing payroll processes, managing employee relations, and conducting regular audits to mitigate legal risks. Candidates should possess proven experience in labor law compliance, strong analytical skills, and the capacity to develop governance strategies that align with organizational objectives.
Ensure full adherence to Kenyan labor laws, statutory obligations, occupational health and safety protocols, employment regulations, and internal HR governance standards, with particular attention to PCI-related workforce requirements and Standard Operating Procedures (SOPs).
Maintain precise and secure HR documentation, including employment contracts, disciplinary records, leave logs, onboarding paperwork, and regulatory filings, while safeguarding the confidentiality of sensitive employee and client data.
Facilitate internal and external audits by ensuring meticulous documentation and efficient records management, while proactively advising management of labor law updates and associated business risks.
Experienced professionals are sought to oversee recruitment initiatives, streamline onboarding processes, and develop strategic workforce planning frameworks. The role demands expertise in talent acquisition, ensuring new hires integrate smoothly and productivity is maintained from day one. Responsibilities include designing and implementing hiring strategies, managing candidate pipelines, conducting interviews, and facilitating orientation programs for new employees. Additionally, the position requires analyzing workforce trends, forecasting labor needs, and aligning staffing levels with organizational goals to support long-term success. Candidates must possess strong communication skills, proficiency in HR systems, and the ability to collaborate with cross-functional teams to optimize talent management across the organization.
Responsible for overseeing the entire recruitment process for operational and support positions, with a focus on maintaining efficient hiring timelines and selection standards.
Collaborate with Operations leaders to align workforce planning with operational expansion, client needs, staffing projections, and turnover trends.
Oversee comprehensive onboarding initiatives, encompassing orientation sessions, integration programs, and retention-focused strategies to enhance operational readiness and employee engagement.
Manage all pre-employment and onboarding compliance processes, including conducting background checks, verifying credentials, and maintaining accurate documentation.
We provide assistance with performance management and operational human resources support, ensuring alignment with organizational goals and fostering employee development through structured evaluations and continuous feedback mechanisms. Responsibilities include implementing performance appraisal systems, addressing employee concerns, and streamlining HR processes to enhance operational efficiency. This role requires a strong understanding of HR best practices, proficiency in HRIS tools, and the ability to collaborate with leadership to drive talent optimization and maintain compliance with labor regulations. Candidates should possess excellent communication skills, problem-solving abilities, and prior experience in performance management and HR operations.
Develop and oversee the implementation and administration of performance management frameworks, ensuring consistent application throughout all operational areas.
Collaborate with Operations leadership to resolve productivity, attendance, and quality challenges while addressing behavioral issues and enhancing overall workforce performance.
Coordinate Performance Improvement Plans (Pips), coaching interventions, corrective actions, and provide guidance during operational escalations or workforce-related incidents to ensure alignment with performance and organizational standards.
Conduct a comprehensive evaluation of workforce dynamics—including absenteeism, attrition, disciplinary actions, employee engagement, and performance metrics—and deliver strategic HR insights to enhance operational efficiency and stability.
We are seeking a dynamic professional to spearhead the creation and enhancement of policies and procedures, ensuring organizational efficiency and compliance. This role involves analyzing existing processes, identifying areas for improvement, and developing robust frameworks to streamline operations. The ideal candidate will possess strong analytical skills, a keen attention to detail, and the ability to collaborate effectively with cross-functional teams. Responsibilities include drafting and revising policies, conducting impact assessments, and implementing best practices to optimize workflows. A background in policy analysis, process improvement, or a related field is required, along with proficiency in data-driven decision-making and change management.
Spearhead the deployment and adherence to operational HR governance frameworks, encompassing 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 disciplinary measures.
Responsible for evaluating, revising, and executing HR policies, standard operating procedures (SOPs), and employee handbook guidelines to maintain compliance with legal standards and operational objectives.
Design and implement HR processes that are scalable, practical, and enforceable within a startup setting.
Ensure HR policies align with both local legal requirements and the workplace standards expected by international clients.
Deliver ongoing enhancements to HR operations and employee experience while ensuring full alignment with PCI compliance standards and client contractual obligations.
Stakeholder engagement and strategic collaboration with business partners are essential responsibilities. This role involves cultivating strong relationships with internal and external stakeholders to align objectives and drive project success. Additionally, it requires collaborating closely with business partners to identify opportunities, mitigate risks, and ensure mutual growth. Key skills include advanced communication, negotiation, and the ability to influence without authority. A proven track record in managing diverse stakeholder groups and fostering productive partnerships is highly desirable.
Develop and maintain robust partnerships with key internal stakeholders, including Operations, Training, QA, IT, Security, Finance, and Leadership, to foster seamless collaboration and alignment.
Act as a reliable HR consultant to managers and leadership, facilitating strategic decision-making and discussions on people-related initiatives.
Ensure seamless communication and alignment between local operations and international stakeholders, fostering consistency in execution across all levels.
Handle HR escalations promptly and professionally, providing support for client audits and operational reviews focused on people-related matters as needed.
We oversee call center scheduling, ensuring consistent attendance and seamless shift management to maintain a productive and efficient operational environment.
Monitor attendance, tardiness, absenteeism, leave patterns, and shift compliance in a round-the-clock operational setting, ensuring accurate tracking and management of workforce attendance.
Ensure adherence to operational policies and maintain compliance with all shift schedules, overtime protocols, rest day mandates, and leave regulations.
Ensure workforce coverage and regulatory compliance by coordinating employee schedules from an HR perspective.
Ensure workplace conduct and compliance concerns are managed effectively to uphold service delivery standards, maintain operational efficiency, and fulfill client commitments.
Seeking a candidate with a Bachelor’s degree in Business Administration, Finance, or a related field, complemented by a minimum of five years of progressive experience in financial management or accounting. Proficiency in GAAP standards, advanced Microsoft Excel skills, and familiarity with ERP systems are essential. Strong analytical abilities, meticulous attention to detail, and exceptional communication skills are required to collaborate effectively across departments. The ideal applicant will demonstrate a proven track record of optimizing financial processes, preparing accurate reports, and ensuring compliance with regulatory requirements. Prior leadership or supervisory experience is preferred.
A bachelor’s degree in Human Resource Management, Business Administration, or a closely related field is required.
A professional HR qualification equivalent to the CHRIS certification is strongly preferred.
With a minimum of five years of progressive human resources experience, including at least two to three years supporting shift-based business process outsourcing, contact center, or operational environments.
High-volume operational, customer support, or contact center environments with prior HR experience are highly desirable.
Demonstrates a thorough understanding of Kenyan labor laws and adheres to leading HR best practices.
Skilled in managing employee relations and disciplinary procedures within dynamic, high-pressure settings.
Proficiency in managing shift-based or international operations is strongly preferred.
Candidates with prior experience in PCI-compliant or highly regulated environments will be strongly preferred.
We are seeking a candidate with exceptional interpersonal abilities and a proactive mindset to thrive in our dynamic environment. The ideal individual should demonstrate strong communication skills, adaptability in varying situations, and a collaborative spirit to work effectively within cross-functional teams. Additionally, they must exhibit a growth-oriented attitude, resilience in overcoming challenges, and a dedication to continuous learning and professional development.
High emotional intelligence and demonstrated emotional maturity are essential requirements for this role. Candidates must exhibit exceptional interpersonal skills, the ability to manage stress effectively, and a composed demeanor in challenging situations. This position demands someone who can navigate complex interpersonal dynamics with empathy and professionalism while maintaining a positive and constructive approach.
Demonstrated proficiency in conveying information clearly and collaborating effectively with colleagues across various levels. Exhibits exceptional ability to build rapport, foster teamwork, and maintain professional relationships through active listening and adaptable communication approaches.
Maintains composure and productivity during high-pressure situations, adapting effectively to challenges and setbacks. Demonstrates the ability to remain solution-focused and composed when faced with tight deadlines, unexpected obstacles, or demanding workloads. Exhibits emotional control and a proactive approach to problem-solving, ensuring tasks are completed efficiently without compromising quality.
Maintains exceptional judgment and discretion in all professional matters.
Proficient in analyzing issues and making informed decisions are essential for this role.
Proficient in conducting challenging dialogues with a high degree of professionalism and tact.
In dynamic startup environments, the capacity to adjust seamlessly to shifting organizational structures is essential, enabling individuals to thrive amid continuous change and innovation.
Demonstrates exceptional commitment to taking full responsibility for outcomes, adheres rigorously to commitments, and ensures accountability for all assigned responsibilities and results.
Aptitude for maintaining composure and making sound judgments in the face of operational emergencies, employee disputes requiring escalation, and workforce situations marked by high stress.
We foster a dynamic work environment characterized by flexibility and teamwork, enabling seamless collaboration among colleagues. Our organizational culture emphasizes adaptable work arrangements and cooperative relationships to drive collective success. Employees are encouraged to engage in cross-functional projects and maintain open communication channels to ensure alignment and efficiency in achieving shared objectives.
Actively providing support for night shift operations in accordance with international client schedules is required, including maintaining a visible on-site HR presence throughout the designated operational hours.
Deliver immediate HR assistance for operational escalations, employee incidents, attendance challenges, engagement initiatives, and workforce stability programs in a dynamic, shift-based setting.
Required to work full-time on-site during Pacific Time Zone business hours.
Capable of addressing pressing operational issues beyond regular business hours as needed.
Engaging extensively with frontline staff and operational leadership teams is a key aspect of this role.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
