Human Resource Business Partner (BPO Operations)

Tatu City requires 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.

Responsibilities

• 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.

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.