We are seeking a skilled professional to oversee employee relations and workforce management, ensuring a harmonious and productive work environment. This role involves addressing employee concerns, mediating conflicts, and fostering open communication between staff and management. Additionally, you will be responsible for developing and implementing workforce policies, optimizing staffing levels, and analyzing workforce trends to enhance efficiency and employee satisfaction. The ideal candidate will possess strong interpersonal skills, conflict resolution expertise, and a deep understanding of labor laws and HR best practices.
Serve as the primary HR liaison for employee relations across operational teams, managing disciplinary actions, grievances, investigations, appeals, and conflict resolution in full adherence to Kenyan labor laws and organizational policies.
Provide guidance to team leaders and managers on employee management, coaching techniques, workplace behavior, and disciplinary protocols, handling sensitive matters with professionalism, discretion, confidentiality, fairness, and uniformity.
Foster a positive workplace culture, enhance employee engagement, retention, and wellness by regularly assessing workforce morale, proactively identifying potential people-related risks, and providing 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 mechanisms, and targeted retention efforts.
Diligently assess employee sentiment to detect early indicators of declining morale, burnout, or higher attrition rates among operational teams.
The role ensures adherence to labor laws and oversees HR governance, maintaining compliance with regulatory standards while fostering an equitable workplace environment. It manages policies and procedures to align with legal requirements, mitigates risks associated with employment practices, and implements governance frameworks that uphold ethical and operational integrity. Additionally, the position involves monitoring changes in legislation, conducting audits, and providing guidance to leadership on HR-related legal obligations to support strategic decision-making and organizational sustainability.
Ensure adherence to all applicable Kenyan labor laws, statutory obligations, occupational health and safety regulations, employment guidelines, and internal HR governance policies, including workforce requirements and Standard Operating Procedures (SOPs) related to Payment Card Industry (PCI) compliance.
Maintain precise and secure HR records, including contracts, disciplinary files, leave documentation, onboarding materials, and statutory filings, while safeguarding the confidentiality of sensitive employee and client data.
Facilitate internal and external audits by maintaining meticulous documentation and records, ensuring compliance and transparency throughout the process. Additionally, keep senior leadership apprised of evolving labor laws and their potential impact on business operations, while proactively identifying and mitigating associated risks.
We are seeking a dedicated professional to oversee recruitment strategies, streamline onboarding processes, and optimize workforce planning initiatives to ensure organizational growth and operational efficiency. The ideal candidate will manage end-to-end talent acquisition, from sourcing and hiring to seamless employee integration, while aligning workforce demands with long-term business objectives. Responsibilities include developing and implementing recruitment policies, coordinating onboarding programs to enhance new hire engagement, and analyzing workforce trends to forecast staffing needs. Additionally, the role demands expertise in talent management, compliance with employment regulations, and collaboration with cross-functional teams to build a high-performing workforce.
Oversee the entire recruitment lifecycle for operational and support positions, prioritizing timely hiring and selection processes.
Support workforce planning by aligning it with operational growth, client demand, staffing forecasts, and attrition trends, in collaboration with Operations leaders.
Oversee onboarding procedures encompassing orientation sessions, integration initiatives, and retention-focused programs designed to enhance operational preparedness.
Ensure adherence to pre-employment and onboarding compliance protocols, including conducting background checks, verifying credentials, and maintaining accurate documentation.
We provide comprehensive performance management services alongside operational human resources support, ensuring alignment between employee objectives and organizational goals. Our responsibilities include facilitating goal-setting processes, conducting regular performance evaluations, and offering constructive feedback to enhance productivity and professional development. Additionally, we manage operational HR functions such as policy implementation, employee onboarding, compliance monitoring, and workforce analytics to maintain a productive and compliant workplace.
Facilitate the establishment and maintenance of performance management frameworks to guarantee uniform application throughout operational processes.
Collaborate with Operations leadership to resolve productivity challenges, attendance issues, quality concerns, behavioral matters, and any broader workforce performance deficiencies.
Coordinate Performance Improvement Plans (Pips), provide coaching interventions, implement corrective actions, and offer support during operational escalations or workforce incidents.
Conduct a comprehensive analysis of workforce trends—including absenteeism, attrition, disciplinary cases, engagement metrics, and performance indicators—to generate strategic HR insights aimed at enhancing overall effectiveness and ensuring operational stability.
We are seeking a skilled professional to design and refine policies while enhancing operational processes to drive organizational efficiency and compliance. This role involves analyzing current procedures, identifying areas for improvement, and implementing structured frameworks to streamline workflows. The ideal candidate will possess strong analytical abilities, attention to detail, and experience in policy drafting, regulatory adherence, and process optimization. Key responsibilities include evaluating existing frameworks, developing clear and actionable policies, ensuring alignment with industry standards, and collaborating with cross-functional teams to integrate improvements. Proficiency in data analysis, risk assessment, and change management is essential, along with the ability to communicate complex concepts effectively to diverse stakeholders.
Spearhead the development and enforcement of operational HR governance frameworks, which encompass escalation matrices, code of conduct standards, zero-tolerance policies, attendance governance, and workplace behavior protocols.
Collaborate closely with Operations and Security teams to uphold and enforce client-specific workplace compliance standards and disciplinary measures with consistency.
Review, develop, and enforce HR policies, standard operating procedures, and employee handbook guidelines to maintain full compliance with both operational demands and statutory obligations.
Design and implement scalable human resources processes tailored to the dynamic needs of a startup, balancing flexibility with practical application and strict adherence to regulatory requirements.
Review and update HR policies to align with current local regulations and international client requirements, particularly concerning workplace standards, ensuring full compliance and adherence to best practices.
Facilitate ongoing enhancements in HR operations and employee experience while ensuring strict adherence to PCI compliance standards and client contractual commitments.
Experienced professionals are sought to cultivate and sustain effective stakeholder relationships while fostering productive business partnerships. The role demands strong interpersonal skills, the ability to align diverse interests, and a strategic approach to collaboration. Responsibilities include engaging with key stakeholders, negotiating mutually beneficial agreements, and ensuring transparent communication across all levels. Proficiency in conflict resolution, influence management, and cross-functional coordination is essential, along with a track record of delivering value through collaborative initiatives.
Cultivate 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 for managers and organizational leaders, facilitating informed decision-making and strategic discussions related to people management.
Ensure seamless communication and alignment between local operations and international stakeholders to maintain uniform execution standards.
Handle HR escalations promptly and with a high level of professionalism, providing support for client audits and operational reviews focused on people-related matters as needed.
We oversee attendance tracking, shift scheduling, and the daily operations of our call center environment to ensure seamless efficiency and adherence to established protocols.
Monitor attendance, tardiness, absenteeism, leave patterns, and shift compliance in a round-the-clock operational setting while ensuring accurate tracking and reporting.
Enforce operational discipline by ensuring strict adherence to shift schedules, overtime protocols, rest day policies, and leave regulations.
Ensure workforce coverage and compliance with regulations by coordinating employee scheduling from an HR compliance standpoint.
Address any workplace conduct or compliance issues that could potentially hinder service delivery, operational efficiency, or client commitments.
Seeking a highly skilled candidate with a Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent work experience. Proficiency in Python, Java, or C++ is essential, along with strong problem-solving skills and the ability to work independently and in a team. Experience with data structures, algorithms, and database management is required. Familiarity with cloud platforms like AWS or Azure is a plus. Excellent communication skills and a passion for continuous learning are expected.
A bachelor’s degree in Human Resource Management, Business Administration, or a closely related discipline is required.
A professional HR qualification such as CHRIS certification or equivalent is highly desirable.
Minimum five years of progressive human resources experience is required, with a focus on at least two to three years of support within shift-based business process outsourcing, contact center, or operational environments.
High-volume operational, BPO, customer support, or contact center environments represent ideal prior HR experience.
Demonstrates a thorough understanding of Kenyan labor legislation and human resources best practices.
Skilled in managing employee relations and disciplinary procedures within dynamic and high-pressure settings, with a strong ability to navigate complex interpersonal challenges.
Proficiency in managing shift-based or international operations is strongly preferred.
Proficiency in environments subject to strict regulatory oversight, particularly those requiring PCI compliance, will be viewed favorably.
We seek candidates with exceptional interpersonal abilities and a proactive approach to problem-solving. Strong communication skills, both verbal and written, are essential for collaborating effectively within diverse teams. Adaptability and a willingness to learn are critical, as is the capacity to manage multiple priorities in a fast-paced environment. Demonstrated emotional intelligence and a customer-centric mindset will enable you to build meaningful relationships and drive project success.
High emotional intelligence and the ability to demonstrate a high level of maturity are essential for effectively navigating complex interpersonal dynamics and fostering productive professional relationships.
Effective communication and the ability to build strong interpersonal relationships are essential.
Thrives in high-pressure environments, maintaining composure and effectiveness when faced with tight deadlines or unexpected challenges. Demonstrates the ability to adapt swiftly to changing priorities while sustaining performance without compromising quality. Exhibits emotional stability and problem-solving skills to navigate stressful situations with confidence and clarity.
Possesses exceptional judgment and discretion in evaluating situations and making informed decisions. Demonstrates the ability to assess risks and benefits effectively, ensuring alignment with organizational goals and ethical standards. Required to handle sensitive information with the utmost confidentiality and integrity, maintaining trust and professionalism at all times.
Strong analytical and decisive reasoning skills are essential for this position, enabling the identification and resolution of complex issues while ensuring informed and timely decisions are made.
Proficiency in handling challenging discussions with professionalism and tact is required. Candidates must demonstrate strong interpersonal skills to navigate sensitive topics effectively while maintaining composure and fostering constructive dialogue.
Thrives within dynamic startup environments characterized by continuous evolution and growth. Excels in navigating shifting structures, embracing change with agility and resilience. Demonstrates flexibility in adjusting to new processes, priorities, and organizational demands while maintaining productivity and focus. Embraces ambiguity and uncertainty as opportunities for innovation and improvement, fostering a proactive approach to challenges.
Demonstrates a robust commitment to ownership and accountability in all responsibilities undertaken.
Demonstrates composure and sound judgment in handling operational crises, staff escalations, and high-pressure workforce incidents.
This role requires adaptability to diverse work models, including hybrid, remote, and on-site arrangements, fostering seamless collaboration across teams and departments. Candidates must demonstrate proficiency in digital communication tools and project management platforms to ensure efficient workflows and alignment with organizational goals. Strong interpersonal skills are essential to bridge gaps between remote and in-office employees, maintaining productivity and team cohesion. Additionally, the position involves active participation in cross-functional initiatives, necessitating clear documentation, timely updates, and a commitment to inclusive decision-making practices.
Actively facilitating night shift operations in alignment with international client schedules, this role involves ensuring an on-site HR presence throughout designated operational hours.
Responsibilities include delivering immediate HR assistance for operational escalations, employee incidents, attendance issues, engagement initiatives, and workforce stability efforts in a dynamic, shift-based setting.
Employees must adhere to a full-time on-site schedule and operate within the Pacific Time Zone.
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
