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 will ensure workforce stability, compliance with Kenyan labour law, and a positive workplace culture in a metric‑driven, 24/7 operation.

Key responsibilities

• Act as the primary HR contact for employee relations, handling disciplinary matters, grievances, investigations and conflict resolution in line with Kenyan labour laws.
• Maintain full compliance with statutory obligations, occupational health and safety, and PCI‑related workforce requirements, including audit support and record‑keeping.
• Lead end‑to‑end recruitment, onboarding and workforce planning for operational and support roles, ensuring timely hiring and retention.
• Manage performance management processes, productivity, attendance, quality and behavioural issues, and coordinate performance improvement plans.
• Develop and enforce HR policies, SOPs and escalation matrices, aligning them with client‑specific compliance standards.
• Collaborate with operations, security, training and leadership teams to provide HR support for shift‑based schedules, attendance monitoring and operational escalations.

Required profile

• Bachelor’s degree in Human Resource Management or related field; CHRP‑K or equivalent certification preferred.
• Minimum 5 years progressive HR experience, including at least 2–3 years in shift‑based BPO or contact‑centre environments.
• Strong working knowledge of Kenyan labour laws and experience handling employee‑relations and disciplinary processes.
• Hands‑on experience with PCI‑compliant or highly regulated environments is an advantage.
• High emotional intelligence, resilience under pressure and ability to manage difficult conversations professionally.