Employee Relations & Workforce Management<\/p>\n
\tAct 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.
\n\tAdvise team leaders and managers on employee management, coaching, workplace conduct, and disciplinary procedures while managing sensitive issues with professionalism, confidentiality, fairness, and consistency.
\n\tDrive workplace culture, engagement, retention, and wellness initiatives by monitoring workforce morale, identifying people-related risks, and supporting employees within a high-pressure operational environment.
\n\tDesign and execute employee engagement initiatives tailored to shift-based BPO operations, including recognition programs, wellness activities, feedback forums, and retention-focused interventions.
\n\tActively monitor employee sentiment and proactively identify morale, burnout, or attrition risks within operational teams<\/p>\n
Labour Law Compliance & HR Governance<\/p>\n
\tEnsure 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)
\n\tMaintain 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.
\n\tSupport internal and external audits through proper documentation and records management, while keeping management informed on labour law changes and related business risks.<\/p>\n
Recruitment, Onboarding & Workforce Planning<\/p>\n
\tCoordinate end-to-end recruitment for operational and support roles, ensuring timely hiring and selection.
\n\tSupport workforce planning aligned with operational growth, client demand, staffing forecasts, and attrition trends in partnership with Operations leaders.
\n\tManage onboarding processes, including orientation, integration programs, and initiatives that improve retention and operational readiness.
\n\tOversee pre-employment and onboarding compliance activities such as background checks, verification, and documentation.<\/p>\n
Performance Management & Operational HR Support<\/p>\n
\tSupport implementation and administration of performance management frameworks to ensure consistent application across operations.
\n\tPartner with Operations leadership to address productivity, attendance, quality, behavioral issues, and overall workforce performance concerns.
\n\tCoordinate Performance Improvement Plans (PIPs), coaching interventions, corrective actions, and support during operational escalations or workforce incidents.
\n\tAnalyze workforce trends (absenteeism, attrition, disciplinary cases, engagement, and performance indicators) and provide HR insights to improve effectiveness and operational stability.<\/p>\n
Policy Development & Process Improvement<\/p>\n
\tLead 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.
\n\tPartner with Operations and Security teams to ensure consistent application of client-specific workplace compliance standards and disciplinary controls.
\n\tReview, update, and implement HR policies, SOPs, and employee handbook provisions to ensure alignment with operational needs and legal requirements.
\n\tDevelop scalable HR processes suitable for a startup environment while ensuring practicality and enforceability.
\n\tEnsure HR policies comply with local legislation and meet international client expectations, including workplace standards.
\n\tDrive continuous improvement in HR operations and employee experience, including alignment with PCI compliance and client contractual obligations.<\/p>\n
Stakeholder Management & Business Partnership<\/p>\n
\tBuild strong relationships with internal stakeholders (Operations, Training, QA, IT, Security, Finance, and Leadership) to ensure effective collaboration.
\n\tServe as a trusted HR advisor to managers and leadership, supporting decision-making and people strategy discussions.
\n\tFacilitate communication and alignment between local operations and international stakeholders to ensure consistency in execution.
\n\tManage HR escalations with urgency and professionalism, including support for client audits and people-related operational reviews where required.<\/p>\n
Attendance, Shift & Call Center Environment Management<\/p>\n
\tSupport monitoring and management of attendance, lateness, absenteeism, leave trends, and shift adherence in a 24\/7 operational environment.
\n\tAssist in enforcing operational discipline, ensuring compliance with shift, overtime, rest day, and leave regulations.
\n\tSupport employee scheduling coordination from an HR compliance perspective to ensure workforce coverage and regulatory adherence.
\n\tAddress workplace conduct and compliance issues that may impact service delivery, operational efficiency, or client commitments.<\/p>\n
Qualifications & Experience<\/p>\n
\tBachelor\u2019s Degree in Human Resource Management, Business Administration, or related field.
\n\tCHRP-K certification or equivalent professional HR qualification preferred.
\n\tMinimum 5 years progressive HR experience, with at least 2\u20133 years supporting shift-based BPO, contact center, or operational environments.
\n\tPrior HR experience within a BPO, contact center, customer support, or high-volume operational environment strongly preferred.
\n\tStrong working knowledge of Kenyan labour laws and HR best practices.
\n\tExperience handling employee relations and disciplinary processes in fast-paced environments.
\n\tExperience in supporting shift-based or international operations is highly desirable.
\n\tPrior exposure to PCI-compliant or highly regulated environments is an added advantage.<\/p>\n
Soft Skills & Mindset<\/p>\n
\tHigh emotional intelligence and maturity
\n\tStrong communication and interpersonal skills
\n\tResilience under pressure
\n\tStrong judgment and discretion
\n\tProblem-solving and decision-making capability
\n\tAbility to manage difficult conversations professionally
\n\tAdaptability within evolving startup structures
\n\tStrong sense of ownership and accountability
\n\tAbility to remain calm and decisive during operational crises, employee escalations, and high-pressure workforce incidents.<\/p>\n
Work Model and Collaboration<\/p>\n
\tRequired to actively support night shift operations aligned to international client schedules, including maintaining a visible on-site HR presence during designated operational hours.
\n\tExpected 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.
\n\tRequired to work fully on site and Pacific Time Zone schedules.
\n\tAbility to support urgent operational matters outside standard business hours where necessary.
\n\tHigh interaction with frontline employees and operational leadership teams.<\/p>\n
Apply Through:<\/p>\n
apply.workable.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/apply.workable.com","_company_name":"Tatu City Limited","_company_website":"https:\/\/www.tatucity.com\/","_company_tagline":"Tatu is a project of Rendeavour, Africa\u2019s largest urban land developer with over 30,000 acres of visionary projects in the growth trajectories of large cities in Kenya, Ghana, Nigeria, Zambia and Democratic Republic of Congo. Rendeavour\u2019s vision goes beyond alleviating what is a self-... read moreevident problem \u2013 that of stifling urban congestion and a dearth of quality housing and commercial property in Africa. Rather, we aim to help create the infrastructure \u2013 the living and working spaces, communities, schools and hospitals \u2013 that will help sustain and accelerate Africa\u2019s economic growth, meet the aspirations of Africa\u2019s burgeoning middle classes, and serve as a catalyst for further urban development.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[699,693,757,1301],"job-types":[687],"class_list":{"0":"post-96686","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96686","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96686"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96686"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96686"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96686"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}