Facilitates the resolution of employee relations issues, ensuring adherence to company policies and fostering a positive work environment. Manages workforce planning, scheduling, and performance evaluations to optimize productivity and compliance with labor laws. Collaborates with leadership to implement HR initiatives, including training programs and policy updates. Analyzes workforce data to identify trends, address staffing needs, and mitigate potential conflicts. Ensures seamless communication between employees and management to promote transparency and engagement.
Serve as the lead HR liaison for employee relations within operational teams, managing disciplinary actions, grievances, investigations, appeals, and conflict resolution while ensuring strict adherence to Kenyan labor legislation and organizational policies.
Provide guidance to team leaders and managers regarding employee management, coaching techniques, workplace behavior, and disciplinary processes, ensuring sensitive matters are handled with the utmost professionalism, discretion, confidentiality, fairness, and consistency.
Transform workplace culture, bolster employee engagement, retention, and wellness by consistently assessing workforce morale, proactively detecting people-related risks, and providing steadfast 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 to detect early indicators of morale fluctuations, professional burnout, or potential attrition risks within operational teams, enabling timely intervention and resolution.
Compliance with labor regulations and adherence to human resources governance frameworks are essential responsibilities within this role. Ensuring organizational alignment with statutory employment laws and internal HR policies is a key requirement. This position entails overseeing compliance initiatives, conducting audits, and mitigating risks associated with non-compliance. Additionally, the role involves developing and implementing HR governance strategies to maintain ethical standards and operational integrity. Strong knowledge of labor legislation and a proactive approach to policy enforcement are critical for success in this position.
Ensure strict adherence to all Kenyan labor laws, statutory obligations, occupational health and safety mandates, employment regulations, and internal HR governance standards, in addition to PCI-related workforce requirements and Standard Operating Procedures (SOPs).
Maintain precise and secure HR documentation, including employment agreements, disciplinary records, leave balances, 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 records, ensuring compliance and transparency. Additionally, keep management apprised of updates in labor laws and associated business risks to support informed decision-making and mitigate potential liabilities.
We are seeking a skilled professional to oversee recruitment strategies, streamline onboarding processes, and develop effective workforce planning initiatives. The ideal candidate will be responsible for attracting top talent, ensuring seamless integration of new hires, and aligning workforce capabilities with organizational goals. Key duties include managing hiring pipelines, coordinating orientation programs, and analyzing staffing needs to optimize team performance. Additionally, the role demands expertise in talent acquisition, compliance with hiring regulations, and collaboration with department leaders to forecast future staffing requirements. Strong communication and organizational skills are essential to execute these responsibilities effectively.
Oversee the complete recruitment lifecycle for operational and support positions, guaranteeing prompt hiring and selection processes.
Support workforce planning efforts in alignment with operational expansion, client requirements, staffing projections, and attrition patterns, collaborating closely with Operations leadership.
Oversee the onboarding processes, encompassing orientation sessions, integration programs, and strategic initiatives designed to enhance retention rates and ensure operational readiness.
Ensure adherence to pre-employment and onboarding compliance protocols, including the completion of background checks, verification processes, and the maintenance of required documentation.
We provide strategic guidance in performance management and deliver operational support for human resources functions, ensuring alignment with organizational objectives. This role involves collaborating with leadership to enhance employee productivity and engagement while maintaining efficient HR processes. Key responsibilities include overseeing performance evaluations, facilitating talent development initiatives, and addressing employee relations concerns. Additionally, we manage HR systems, streamline administrative tasks, and ensure compliance with employment laws and company policies. The ideal candidate will possess strong analytical skills, exceptional communication abilities, and a proven track record in HR operations.
Develop and oversee the implementation and administration of performance management frameworks, ensuring uniform application throughout all operational areas.
Collaborate closely with Operations leadership to resolve challenges related to productivity, attendance, quality, behavioral concerns, and overall workforce performance.
Coordinate Performance Improvement Plans (Pips), conduct coaching interventions, implement corrective actions, and provide support during operational escalations or workforce-related incidents.
Analyze workforce trends—including absenteeism, attrition, disciplinary cases, engagement metrics, and performance indicators—to deliver strategic HR insights aimed at enhancing organizational effectiveness and maintaining operational stability.
We are seeking a skilled professional to spearhead policy development and process improvement initiatives. The ideal candidate will design, review, and implement policies to ensure compliance and operational efficiency. They will analyze existing processes, identify inefficiencies, and propose data-driven enhancements to streamline workflows. Strong analytical skills, attention to detail, and the ability to collaborate across departments are essential. A background in policy formulation, regulatory compliance, or process optimization, along with experience in change management, is highly preferred. The role requires excellent communication skills to articulate recommendations and drive organizational alignment.
Oversee the deployment and adherence to operational HR governance frameworks, such as 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 consistently.
Review, update, and enforce HR policies, standard operating procedures (SOPs), and employee handbook provisions to maintain compliance with operational demands and regulatory obligations.
Design scalable HR processes that align with startup dynamics, balancing practical implementation with enforceability.
Verify that HR policies adhere to local regulatory requirements while satisfying the expectations of international clients, particularly concerning workplace standards.
Enhance HR operational efficiency and elevate employee satisfaction while ensuring adherence to PCI compliance standards and fulfilling client contractual obligations.
Skilled in cultivating and sustaining productive relationships with key stakeholders and fostering strategic business alliances, ensuring alignment with organizational objectives and driving mutual value creation.
Foster collaborative partnerships with key internal departments, including Operations, Training, Quality Assurance, Information Technology, Security, Finance, and Leadership, to drive seamless and productive teamwork.
Act as a dependable HR consultant to managers and leadership, facilitating informed decision-making and strategic discussions on people-related initiatives.
Build and maintain clear, effective communication channels between local operational teams and global stakeholders to guarantee uniform execution across all levels.
Handle HR escalations promptly and professionally, providing support for client audits and people-related operational reviews as needed.
The role entails overseeing attendance protocols, managing shift scheduling, and ensuring smooth operations within a call center environment. Responsibilities include tracking employee attendance, coordinating shift assignments, and maintaining an efficient and productive call center atmosphere.
Monitor and manage attendance, lateness, absenteeism, leave patterns, and shift compliance within a continuous 24/7 operational setting.
Enforce operational discipline by ensuring strict adherence to shift schedules, overtime protocols, rest day mandates, and leave policies.
Ensure workforce coverage and regulatory compliance by coordinating employee schedules from an HR perspective.
Address any workplace conduct or compliance matters that could potentially disrupt service delivery, hinder operational efficiency, or compromise client commitments.
Bachelor’s degree in Computer Science, Engineering, or a related field required; 3+ years of experience in software development, preferably with proficiency in multiple programming languages such as Java, Python, or C++. Strong problem-solving skills and attention to detail are essential, along with excellent communication abilities to collaborate effectively in a team environment. Experience with agile methodologies, version control systems (e.g., Git), and cloud platforms (e.g., AWS, Azure) is highly desirable.
A bachelor’s degree in Human Resource Management, Business Administration, or a comparable discipline is required.
CHRIS certification or an equivalent professional HR credential is highly desirable.
Minimum 5 years of progressively responsible HR experience is required, including at least 2–3 years of specialized support in shift-based BPO, contact center, or operational settings.
High-volume operational, customer support, contact center, or BPO backgrounds in HR are particularly desirable.
Possesses a comprehensive understanding of Kenyan labor regulations and internationally recognized HR best practices.
Skilled in managing employee relations and disciplinary procedures within high-pressure, dynamic settings, with a focus on maintaining professionalism and efficiency.
Highly valued is experience in facilitating shift-based or international operations.
Experience in environments subject to PCI compliance or stringent regulatory oversight is highly beneficial.
We seek candidates with exceptional interpersonal abilities and a proactive mindset, demonstrating strong emotional intelligence and the capacity to thrive in collaborative environments. Ideal applicants will exhibit adaptability and resilience, along with a keen problem-solving approach and a commitment to continuous learning. Essential traits include effective communication, teamwork, and the ability to motivate others while maintaining a positive attitude under pressure. Candidates must also display leadership potential, creativity, and a customer-centric perspective to drive engagement and innovation.
Individuals must demonstrate a high level of emotional intelligence alongside a mature demeanor, enabling them to navigate complex interpersonal dynamics with sensitivity and professionalism.
Effective communication abilities and a talent for building relationships are essential.
Adapts effectively to high-pressure environments while maintaining composure and performance standards.
Demonstrates exceptional judgment and discretion in all professional undertakings, ensuring decisions align with organizational values and ethical standards while maintaining confidentiality and integrity in sensitive matters.
Demonstrates strong aptitude for analyzing complex situations, evaluating viable solutions, and making informed decisions with precision and efficiency.
Demonstrates exceptional skill in navigating challenging dialogues with a high degree of professionalism and tact. Exhibits the ability to address sensitive topics constructively while maintaining respect and composure.
Adaptability in dynamic startup environments is essential, as it allows professionals to thrive amid changing organizational structures and evolving business demands.
Demonstrates a high level of personal responsibility and commitment to results, ensuring tasks and projects are completed with integrity and precision. Takes full responsibility for outcomes, both successes and challenges, while maintaining a proactive approach to problem-solving and decision-making. Exhibits unwavering dedication to delivering high-quality work and fostering a culture of accountability within the team.
Demonstrates composure and sound judgment in handling critical operational disruptions, employee escalations, and high-pressure workforce situations.
We are seeking an experienced professional to join our team in a hybrid work model, combining on-site and remote collaboration. This role requires effective communication and teamwork with colleagues across various locations, leveraging digital tools to ensure seamless project execution. Candidates must demonstrate adaptability to dynamic work environments and a commitment to fostering inclusive, collaborative partnerships. Proficiency in virtual collaboration platforms and a proactive approach to remote work are essential for success in this position.
To ensure seamless alignment with international client schedules, the role demands active involvement in night shift operations while providing a visible on-site HR presence throughout the designated operational hours.
Provide immediate HR assistance for a range of operational escalations, employee incidents, attendance issues, engagement initiatives, and workforce stability programs in a high-paced, shift-based setting.
Individuals must be available to work exclusively on-site and adhere to Pacific Time Zone schedules.
Demonstrated capability to address critical operational needs beyond regular business hours as required.
Facilitates close collaboration with frontline staff and operational leadership teams on a frequent basis.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
