About the Role
Tatu City Limited is seeking a Human Resource Business Partner (BPO Operations) to act as the primary HR contact for employee relations, workforce management, compliance, and recruitment within our fast-paced BPO operations. The successful candidate will drive workplace culture, engagement, retention, and governance in a 24/7 operational environment.
Key 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.
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.
