Manager – Human Resource (Nairobi) at iSON Xperiences Limited

iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise.

 

Manager – Human Resource (Nairobi)

  • Job TypeFull Time
  • QualificationBA/BSc/HND , MBA/MSc/MA
  • Experience5 years
  • LocationNairobi
  • Job FieldHuman Resources / HR 

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.

Check if your CV matches this job with MyJobMag AI

Method of Application

Interested and qualified? Go to iSON Xperiences Limited on emea3.recruitmentplatform.com to apply

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