Job Purpose Statement
The Human
Resources Business Partner – Outsourced
Workforce& Partner Management will
provide both strategic and hands-on HR leadership for LOOP’s outsourced
workforce, with a particular focus on the B2C field acquisition channel and all
external partner engagements—including field promoters, Area Sales Managers
(ASMs), and technical vendors.
This role will be responsible for managing the full spectrum of
people-related practices across our third-party engagements. This includes
oversight of talent practices for field teams, negotiation and clarification of
partnership expectations, definition and monitoring of service-level agreements
(SLAs), and ensuring full compliance with local labour laws, LOOP’s internal
standards, and NCBA’s governance framework.
As a key enabler of LOOP’s growth strategy, the HRBP will play a central role in ensuring that all outsourced teams are well-supported, performance-driven, and fully aligned with our brand values. By building strong, compliant partnerships and delivering a seamless experience across field and technical operations, this role will directly impact merchant onboarding quality, field productivity, and LOOP’s reputation in the market.
Key Accountabilities
(Duties and Responsibilities)
Strategic HR
Partnership (30%)
- Serve
as the primary HR contact for all outsourced staff, ensuring alignment
with company values and operational standards.
- Collaborate
with commercial leadership to address field team challenges and foster a
high-performance culture.
Onboarding &
Induction (20%)
- Design
and implement robust onboarding for new promoters and ASMs, focusing on
role clarity, customer experience, and product knowledge.
- Facilitate
regular refresher training and certification programs to maintain brand
standards and ensure compliance.
- Ensure
timely and quality delivery of shared HR services to contribute to a
positive employee experience.
Reward, Recognition
& Commission Oversight (10%)
- Work
with partners and finance to ensure accurate and timely commission
payments for promoters.
- Evaluate
and recommend enhancements to incentive structures to boost retention and
motivation.
Employee Relations
& Welfare (10%)
- Act
as the main escalation point for HR concerns involving outsourced staff.
- Ensure
fair and timely resolution of grievances and misconduct cases in
collaboration with vendors and in line with company policies.
Performance Management
& Productivity Support (10%)
- Develop
performance frameworks and SLAs with the commercial team.
- Monitor
promoter productivity and work with outsourced partners to provide timely
feedback, recognition, and interventions for underperformance.
Offboarding & Exit
Management (10%)
- Establish
a consistent and compliant offboarding process for all outsourced roles.
- Monitor
and analyze exit trends to inform retention and workforce planning
strategies.
Compliance & Risk
Management (10%)
- Conduct
regular HR audits on outsourced partner processes (labor laws, health
& safety, code of conduct).
- Recommend
corrective actions to mitigate reputational and legal risks.
Training &
Capability Building (10%)
- Assess
and coordinate training for field teams in areas like sales, product
knowledge, customer service, and regulatory compliance.
Support the development of Area Sales Managers to enhance their
leadership, coaching, and team management skills.
Job
Specifications
Academic:
- Bachelor’s
degree in Human Resource Management, Business, or related field.
Professional:
- Completed
or ongoing CHRP Certification is an added advantage.
- Member,
IHRM
Desired work
experience:
- Minimum 5
years’ experience in an HR Generalist/HRBP role, preferably in FMCG,
Telecoms, Fintech, or Retail with field-based operations.
- Proven
experience supporting outsourced or distributed workforces.
- Strong
knowledge of Kenyan labour laws and third-party vendor management.
How to
Apply
