Job Opportunities API

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