Qualifications & Experience

• Bachelor’s Degree in Human Resource Management, Business Administration, or related field.

• CHRP-K certification or equivalent professional HR qualification preferred.

• Minimum 5 years progressive HR experience, with at least 2–3 years supporting shift-based BPO, contact center, or operational environments.

• Prior HR experience within a BPO, contact center, customer support, or high-volume operational environment strongly preferred.

• Strong working knowledge of Kenyan labour laws and HR best practices.

• Experience handling employee relations and disciplinary processes in fast-paced environments.

• Experience in supporting shift-based or international operations is highly desirable.

• Prior exposure to PCI-compliant or highly regulated environments is an added advantage.

Employee Relations & Workforce Management**

• Act as the primary HR contact for employee relations across operations teams, handling disciplinary matters, grievances, investigations, appeals, and conflict resolution in compliance with Kenyan labour laws and company policies.

• Advise team leaders and managers on employee management, coaching, workplace conduct, and disciplinary procedures while managing sensitive issues with professionalism, confidentiality, fairness, and consistency.

• Drive workplace culture, engagement, retention, and wellness initiatives by monitoring workforce morale, identifying people-related risks, and supporting employees within a high-pressure operational environment.

• Design and execute employee engagement initiatives tailored to shift-based BPO operations, including recognition programs, wellness activities, feedback forums, and retention-focused interventions.

• Actively monitor employee sentiment and proactively identify morale, burnout, or attrition risks within operational teams

Labour Law Compliance & HR Governance****

• Ensure full compliance with Kenyan labour laws, statutory obligations, occupational health and safety requirements, employment regulations, and internal HR governance standards, including PCI-related workforce requirements/Standard Operating Procedures (SOPs)

• Maintain accurate and secure HR records such as contracts, disciplinary files, leave records, onboarding documentation, and statutory filings while ensuring confidentiality of employee and client-sensitive information.

• Support internal and external audits through proper documentation and records management, while keeping management informed on labour law changes and related business risks.

Recruitment, Onboarding & Workforce Planning****

• Coordinate end-to-end recruitment for operational and support roles, ensuring timely hiring and selection.

• Support workforce planning aligned with operational growth, client demand, staffing forecasts, and attrition trends in partnership with Operations leaders.

• Manage onboarding processes, including orientation, integration programs, and initiatives that improve retention and operational readiness.

• Oversee pre-employment and onboarding compliance activities such as background checks, verification, and documentation.

Performance Management & Operational HR Support****

• Support implementation and administration of performance management frameworks to ensure consistent application across operations.

• Partner with Operations leadership to address productivity, attendance, quality, behavioral issues, and overall workforce performance concerns.

• Coordinate Performance Improvement Plans (PIPs), coaching interventions, corrective actions, and support during operational escalations or workforce incidents.

• Analyze workforce trends (absenteeism, attrition, disciplinary cases, engagement, and performance indicators) and provide HR insights to improve effectiveness and operational stability.

Policy Development & Process Improvement****

• Lead the implementation and enforcement of operational HR governance frameworks including escalation matrices, code of conduct standards, zero-tolerance policies, attendance governance, and workplace behavior protocols.

• Partner with Operations and Security teams to ensure consistent application of client-specific workplace compliance standards and disciplinary controls.

• Review, update, and implement HR policies, SOPs, and employee handbook provisions to ensure alignment with operational needs and legal requirements.

• Develop scalable HR processes suitable for a startup environment while ensuring practicality and enforceability.

• Ensure HR policies comply with local legislation and meet international client expectations, including workplace standards.

• Drive continuous improvement in HR operations and employee experience, including alignment with PCI compliance and client contractual obligations.

Stakeholder Management & Business Partnership****

• Build strong relationships with internal stakeholders (Operations, Training, QA, IT, Security, Finance, and Leadership) to ensure effective collaboration.

• Serve as a trusted HR advisor to managers and leadership, supporting decision-making and people strategy discussions.

• Facilitate communication and alignment between local operations and international stakeholders to ensure consistency in execution.

• Manage HR escalations with urgency and professionalism, including support for client audits and people-related operational reviews where required.

Attendance, Shift & Call Center Environment Management**

• Support monitoring and management of attendance, lateness, absenteeism, leave trends, and shift adherence in a 24/7 operational environment.

• Assist in enforcing operational discipline, ensuring compliance with shift, overtime, rest day, and leave regulations.

• Support employee scheduling coordination from an HR compliance perspective to ensure workforce coverage and regulatory adherence.

• Address workplace conduct and compliance issues that may impact service delivery, operational efficiency, or client commitments.