Reports To: Country HR Lead / Regional HR Manager

Department: Human Resource

Position Summary

We are seeking an experienced and proactive HR Manager to lead human resource operations at our Nairobi site. The ideal candidate must have a strong background in HR leadership within a call center/BPO environment, with proven experience supporting international campaigns. This role is highly dynamic and requires a hands-on professional with a strong grasp of HR operations, Kenyan labor laws, and employee engagement strategies.

Please note: Experience in a call center environment is a mandatory requirement.

Key Responsibilities

Lead end-to-end recruitment and selection processes to ensure timely onboarding of qualified talent.

Oversee a structured and impactful employee onboarding program tailored to the call center industry.

Monitor and manage employee attrition, including the tracking and analysis of monthly trends to recommend interventions.

Supervise and coordinate the preparation and disbursement of accurate payroll, in compliance with local labor laws and internal policies.

Ensure statutory HR compliance in line with Kenyan labor laws and global internal audit requirements.

Champion and coordinate CSR (Corporate Social Responsibility) initiatives aligned with company values.

Plan and execute monthly employee engagement activities to boost morale and strengthen team culture.

Support performance management, including appraisals, coaching, and goal setting aligned with business KPIs.

Identify, prepare, and track succession plans for critical roles across departments.

Produce and analyze HR analytics and dashboards to support leadership decision-making.

Drive Learning & Development initiatives to support employee growth and skills development.

Qualifications and Experience

A Bachelor’s degree in Human Resource Management, Business Administration, or a related field. A Master’s degree is preferred.

Minimum of 5 years’ experience in a Human Resource management role, with at least 3 years in a high-volume call center or BPO environment.

Prior experience managing or supporting international campaigns or offshore accounts is highly preferred.

Must be a registered and active member of the Institute of Human Resource Management (IHRM).

Strong understanding of Kenya labor laws and statutory requirements.

Proficient in MS Word, Excel, PowerPoint, and HRIS platforms.

Demonstrated experience in managing multiple projects, meeting strict timelines, and handling a diverse workforce.

Familiarity with the Balanced Scorecard performance model is an added advantage.

Exceptional interpersonal and communication skills, with the ability to interact with all levels of staff and management.

Strong ethical standards, with the ability to handle confidential information discreetly and professionally.

Results-oriented with a proactive, hands-on approach and strong analytical skills.