The posting
We are seeking an experienced and adaptable Human Resource Business Partner to support a fast-growing BPO/contact center operating in a PCI-compliant environment. The role focuses on maintaining workforce stability, ensuring compliance, strengthening employee relations, supporting operations, managing performance, and fostering a positive workplace culture within a fast-paced, metric-driven setting.
This role is ideal for a hands-on HR professional who thrives in startup or build-phase operational environments and can establish structured HR governance within a rapidly scaling BPO operation. Additionally, hands-on experience managing frontline call center operations, including high-volume recruitment, attrition control, attendance and shift management, disciplinary processes, operational escalations and working with multicultural stakeholders in confidential client environments. Strong knowledge of Kenyan labour laws, excellent employee relations and business partnering skills, and the ability to balance employee advocacy with operational accountability are essential.
1. 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
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
Requirements
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.
Soft Skills & Mindset
- High emotional intelligence and maturity
- Strong communication and interpersonal skills
- Resilience under pressure
- Strong judgment and discretion
- Problem-solving and decision-making capability
- Ability to manage difficult conversations professionally
- Adaptability within evolving startup structures
- Strong sense of ownership and accountability
- Ability to remain calm and decisive during operational crises, employee escalations, and high-pressure workforce incidents.
Work Model and Collaboration
- Required to actively support night shift operations aligned to international client schedules, including maintaining a visible on-site HR presence during designated operational hours.
- Expected to provide real-time HR support for operational escalations, employee incidents, attendance concerns, employee engagement activities, and workforce stability initiatives within a fast-paced shift-based environment.
- Required to work fully on site and Pacific Time Zone schedules.
- Ability to support urgent operational matters outside standard business hours where necessary.
- High interaction with frontline employees and operational leadership teams.
