Employee Relations & Workforce Management focuses on fostering a positive workplace culture through strategic initiatives that enhance employee engagement and retention. This role involves overseeing workforce planning, performance management, and conflict resolution to ensure a productive and compliant work environment. Key responsibilities include developing and implementing policies that align with organizational goals, conducting investigations into workplace issues, and providing guidance to managers and employees on workplace-related concerns. The position requires strong interpersonal skills, a deep understanding of labor laws, and the ability to mediate disputes effectively. Additionally, it demands expertise in workforce analytics to support data-driven decision-making and continuous improvement in employee relations practices.
Serve as the key HR liaison for employee relations within operational teams, managing disciplinary actions, grievances, investigations, appeals, and conflict resolution in accordance with Kenyan labor laws and organizational policies.
Provide expert guidance to team leaders and managers on effective employee management, coaching strategies, workplace conduct, and disciplinary protocols, ensuring that sensitive matters are handled with unwavering professionalism, strict confidentiality, equitable treatment, and uniform application.
Foster a positive workplace culture, enhance employee engagement, retention, and wellness by regularly assessing workforce morale, proactively identifying people-related risks, and providing support to employees in a fast-paced operational setting.
Design and implement customized employee engagement strategies specifically for shift-based BPO environments, encompassing recognition programs, wellness initiatives, feedback sessions, and retention-focused interventions.
Proactively assess employee sentiment to detect potential concerns regarding morale, burnout, or attrition risks among operational teams.
Ensure adherence to labor laws and regulations while maintaining robust HR governance frameworks to mitigate legal risks and uphold organizational integrity. Oversee compliance with employment standards, workplace safety protocols, and employee rights to foster a legally sound and ethically driven work environment. Develop and implement HR policies that align with statutory requirements and industry best practices, ensuring consistency and fairness across all operations. Monitor regulatory changes, assess their impact on HR practices, and proactively adjust policies and procedures to maintain full compliance and operational efficiency.
Ensure strict adherence to all applicable Kenyan labor laws, statutory duties, occupational health and safety regulations, employment guidelines, and internal HR governance frameworks, encompassing workforce requirements and Standard Operating Procedures (SOPs) related to PCI compliance.
Maintain meticulous and secure HR records, including employment contracts, disciplinary documentation, leave tracking, onboarding files, and statutory submissions, while safeguarding the confidentiality of sensitive employee and client information.
Facilitate internal and external audits by maintaining accurate documentation and managing records effectively, while ensuring timely communication to management regarding updates in labor laws and associated business risks.
We are seeking a dynamic professional to oversee recruitment initiatives, streamline onboarding processes, and strategically manage workforce planning to foster organizational growth and efficiency. The ideal candidate will be responsible for identifying top talent, designing effective onboarding programs, and aligning workforce strategies with business objectives. Key duties include developing recruitment campaigns, conducting interviews, and collaborating with department heads to anticipate staffing needs. Additionally, the role requires analyzing workforce trends, ensuring compliance with employment regulations, and optimizing talent acquisition and retention strategies to support long-term success.
Orchestrate comprehensive, full-cycle recruitment initiatives tailored specifically for operational and support positions, guaranteeing prompt and efficient hiring and selection processes.
Collaborate with Operations leaders to align workforce planning with operational expansion, client requirements, staffing projections, and turnover patterns.
Oversee the onboarding processes, encompassing orientation sessions, integration programs, and strategic initiatives aimed at enhancing retention and ensuring operational readiness.
Manage all aspects of pre-employment and onboarding compliance, including conducting thorough background checks, verifying candidate credentials, and ensuring complete and accurate documentation.
We are seeking a skilled professional to oversee performance management and provide operational HR support. The ideal candidate will develop and implement strategies to enhance employee performance and ensure alignment with organizational goals. Responsibilities include managing performance evaluations, identifying training needs, and fostering a culture of continuous improvement. Additionally, you will assist with HR operational tasks such as policy administration, employee onboarding, and compliance with labor regulations. The role requires strong interpersonal skills, a proactive approach, and the ability to collaborate with cross-functional teams to drive HR initiatives.
Develop and oversee performance management frameworks to guarantee uniform implementation and administration across all operational areas.
Collaborate closely with Operations leadership to resolve challenges related to productivity, attendance, quality, behavioral issues, and overall workforce performance.
Coordinate Performance Improvement Plans (Pips), implement coaching interventions, administer corrective actions, and provide support during operational escalations or workforce-related incidents.
Examine workforce trends—including absenteeism, attrition, disciplinary cases, engagement, and performance metrics—and deliver strategic HR insights aimed at enhancing overall effectiveness and maintaining operational stability.
We are seeking a skilled professional to lead the development of policies and enhance operational processes. The ideal candidate will identify opportunities for improvement, design and implement effective policies, and ensure alignment with organizational goals. Responsibilities include analyzing current procedures, drafting clear and concise policy documents, and collaborating with stakeholders to drive sustainable enhancements. Candidates must possess strong analytical abilities, excellent communication skills, and prior experience in policy formulation or process optimization. The role demands meticulous attention to detail, strategic thinking, and the ability to influence change across diverse teams. A background in related fields such as business administration, public policy, or operations management is highly preferred.
Lead the development and enforcement of structured HR governance frameworks, covering 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.
Review, revise, and enforce HR policies, standard operating procedures, and employee handbook guidelines to maintain consistency with both operational objectives and regulatory obligations.
Design robust HR frameworks capable of scaling alongside a startup’s growth, balancing adaptability with compliance to ensure both functionality and legal adherence.
Review and uphold HR policies to ensure full alignment with applicable local laws while satisfying the expectations of international clients, particularly regarding workplace norms and standards.
Lead efforts to enhance HR operations and employee experience continuously, ensuring alignment with PCI compliance standards and fulfilling client contractual obligations.
We cultivate productive relationships with stakeholders and forge strong business partnerships to drive strategic objectives and enhance collaborative outcomes. This role involves engaging with internal and external stakeholders, understanding their needs, and aligning business initiatives with their expectations. By fostering trust and transparency, we ensure seamless communication and alignment across teams, ultimately contributing to the organization’s long-term success. Key responsibilities include negotiating agreements, resolving conflicts, and identifying opportunities for mutual growth. Ideal candidates possess excellent interpersonal skills, the ability to influence without authority, and a results-driven mindset.
Foster collaborative partnerships with key internal stakeholders—including Operations, Training, QA, IT, Security, Finance, and Leadership—to drive cohesive and efficient teamwork.
Act as a reliable HR consultant for managers and leadership, facilitating informed decision-making and strategic people-related discussions.
Facilitate seamless communication and strategic alignment between local operational teams and global stakeholders, ensuring uniform execution across all levels.
Handle HR escalations promptly and with the utmost professionalism, providing support for client audits and operational reviews related to people matters as needed.
Attendance, management of shifts, and oversight of call center operations are essential responsibilities in this role. Ensuring consistent staff presence, optimizing shift scheduling, and maintaining smooth call center operations are critical duties. The position requires strict adherence to attendance policies, precise shift management, and a strong focus on operational efficiency.
Monitor attendance, punctuality, absenteeism, leave patterns, and shift compliance in a continuous, round-the-clock operational setting.
Enforce operational discipline by upholding adherence to shift schedules, overtime policies, rest day assignments, and leave regulations.
Ensure workforce coverage and regulatory compliance by coordinating employee schedules from an HR perspective.
Oversee adherence to workplace conduct and compliance standards to mitigate any potential impacts on service delivery, operational efficiency, or client obligations.
Seeking a highly organized individual with proven event planning experience, exceptional communication skills, and a track record of delivering successful events. The ideal candidate will possess a minimum of 3–5 years in event management, a strong understanding of budgeting and logistics, and proficiency in industry-standard software. Key responsibilities include coordinating vendors, managing client expectations, overseeing event timelines, and ensuring seamless execution. Excellent problem-solving abilities and the capacity to work under pressure in fast-paced environments are essential. A bachelor’s degree in hospitality, communications, or a related field is preferred.
A bachelor’s degree in Human Resource Management, Business Administration, or a closely related discipline is required.
CHRP-K certification or any comparable professional HR credential is highly desirable.
Minimum of five years of progressive human resources experience is required, including at least two to three years providing support in shift-based business process outsourcing, contact center, or operational settings.
Professional HR experience in a BPO, contact center, customer support, or high-volume operational setting is highly advantageous.
Demonstrates a comprehensive understanding of Kenyan labor laws and human resources best practices.
Seasoned in managing employee relations and disciplinary procedures within high-pressure, dynamic settings.
Highly valued is prior experience in facilitating shift-based or globally dispersed operations.
Proficiency in PCI-compliant or highly regulated environments is highly beneficial.
We are seeking a candidate who demonstrates exceptional interpersonal abilities and a proactive mindset. The ideal individual will possess strong communication skills, a collaborative attitude, and the capacity to adapt to dynamic work environments. Problem-solving aptitude and a growth-oriented perspective are essential, as is the ability to work effectively both independently and in team settings. Prioritizing professionalism, resilience, and a customer-centric approach will be key to success in this role.
High emotional intelligence and maturity are essential for this role, enabling effective interaction with diverse teams and stakeholders. The ideal candidate must demonstrate a calm demeanor under pressure, adaptability in dynamic environments, and the ability to foster collaborative relationships while maintaining professionalism and discretion in all situations.
Effective verbal and written communication abilities, along with a talent for fostering productive working relationships, are essential.
Thrives in high-pressure environments, maintaining composure and effectiveness amidst challenging circumstances. Demonstrates the capacity to adapt swiftly to unforeseen obstacles, ensuring consistent performance and productivity even when faced with tight deadlines or unexpected setbacks. Exhibits a steadfast commitment to delivering results without compromising quality, regardless of external pressures or constraints.
Demonstrates exceptional judgment and discretion in all aspects of the role.
Demonstrates strong analytical skills and the ability to make informed, timely decisions to resolve challenges effectively.
Proficiency in conducting challenging discussions with a high degree of professionalism is required.
In dynamic startup environments, the capacity to adjust efficiently to shifting organizational frameworks is essential. This role demands flexibility to accommodate evolving processes, shifting priorities, and new strategic directives with minimal disruption. Proactive ness in identifying and responding to changes, along with a willingness to embrace innovative approaches, is crucial for maintaining operational alignment and driving sustainable growth.
Demonstrated ability to take full responsibility for actions and outcomes, fostering a culture of ownership and dependability within the role.
Demonstrates composure and sound judgment amid critical operational disruptions, urgent employee escalations, and high-stakes workforce challenges.
We champion a dynamic work model that fosters collaboration and innovation, ensuring seamless teamwork across departments to achieve organizational goals. By leveraging cutting-edge digital tools and flexible scheduling options, we empower employees to perform at their best in both remote and hybrid environments. Strong interpersonal skills and the ability to work effectively in cross-functional teams are essential, as you will frequently engage with colleagues from diverse backgrounds to drive projects forward. Your adaptability, clear communication, and proactive problem-solving will be key to thriving in this fast-paced, inclusive culture.
Required to actively facilitate night shift operations in accordance with international client schedules, ensuring an on-site HR presence is maintained throughout designated operational hours.
This role involves delivering immediate HR assistance for operational escalations, employee-related incidents, attendance issues, engagement initiatives, and workforce stability efforts in a dynamic, shift-based setting.
Relocation to the worksite and adherence to Pacific Time Zone hours are mandatory.
Capable of addressing critical operational issues beyond regular business hours, as circumstances demand.
Frequent collaboration with frontline staff and operational leadership teams is essential to this role.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
