Human Resource Business Partner – BPO Operations

About the role

We are looking for an experienced Human Resource Business Partner to support a fast‑growing BPO/contact centre operating in a PCI‑compliant environment. The role combines employee‑relations expertise with hands‑on workforce management to ensure stability, compliance, and a positive culture in a metric‑driven setting.

Key responsibilities

• Serve as the primary HR contact for employee relations, handling disciplinary matters, grievances, investigations, appeals and conflict resolution in line with Kenyan labour law.
• Advise team leaders on coaching, workplace conduct and disciplinary procedures while maintaining confidentiality and fairness.
• Design and execute engagement initiatives for shift‑based operations, including recognition programmes, wellness activities and feedback forums.
• Monitor employee sentiment, identify morale or attrition risks and implement retention‑focused interventions.
• Ensure full compliance with Kenyan labour legislation, statutory obligations, occupational health and safety, and PCI‑related workforce requirements.
• Maintain accurate HR records, support internal and external audits, and keep management informed of legal changes.
• Coordinate end‑to‑end recruitment, onboarding and workforce planning for operational and support roles.

Required profile

• Proven HR experience in a BPO or call‑centre environment, preferably in a startup or build‑phase setting.
• Hands‑on experience managing high‑volume recruitment, attrition control, attendance and shift management, and disciplinary processes.
• Strong knowledge of Kenyan labour laws and HR governance.
• Excellent employee‑relations and business‑partnering skills with the ability to balance advocacy and operational accountability.

Required skills