Role Summary

The HR Operations & Service Delivery Manager will lead the execution and continuous improvement of HR operations across the business, ensuring efficient, compliant, and employee-centered service delivery throughout the employee lifecycle.

This role is responsible for driving operational excellence in HR processes including onboarding, payroll coordination, benefits administration, HR systems management, employee relations, compliance, policy implementation, reporting, and administration oversight. The successful candidate will serve as a strategic HR partner to business leaders while ensuring that HR operations remain scalable, accurate, compliant, and aligned with both local labor regulations and global compliance standards.

The role also oversees workplace administration and supports the organization in building a high-performing, compliant, and engaging work environment.

Key Responsibilities

HR Operations & Employee Lifecycle Management

• Lead and oversee end-to-end HR operational processes across the employee lifecycle, including onboarding, contract management, employee changes, leave management, offboarding, and records management.
• Ensure all HR processes are executed efficiently, accurately, and in compliance with company policies and labor laws.
• Continuously review and improve HR workflows, policies, procedures, and service delivery standards to enhance employee experience and operational effectiveness.
• Develop and maintain HR operational documentation, SOPs, process maps, and service standards.

Payroll, Benefits & HR Administration

• Coordinate payroll inputs and validation processes to ensure timely and accurate payroll processing with internal and external payroll partners.
• Oversee employee benefits administration including medical cover, pension, insurance, leave administration, and other employee welfare programs.
• Ensure accuracy and confidentiality of employee records and HR documentation.
• Manage HR operational audits and ensure compliance with statutory and organizational requirements.

HR Systems & Data Management

• Serve as the custodian of the HRIS and related HR systems, ensuring data integrity, user access management, and system effectiveness.
• Generate HR reports to support decision-making and operational improvements.
• Maintain accurate HR data and ensure compliance with data protection and confidentiality standards.

Employee Relations & Compliance

• Lead employee relations processes including disciplinary management, investigations, conflict resolution, grievances, and policy interpretation.
• Support managers in addressing employee conduct and performance matters fairly, consistently, and in line with company policy and labor legislation.
• Ensure organizational compliance with labor laws, health and safety standards, and internal governance requirements.
• Coordinate and manage compliance reporting requirements for local and global stakeholders, including WPP compliance initiatives.
• Drive policy awareness and ensure effective communication and implementation of HR policies across the organization.

Administration & Workplace Operations

• Oversee workplace administration functions including reception, office support services, kitchens, facilities coordination, and vendor management.
• Ensure smooth day-to-day administrative operations that support employee productivity and workplace experience.
• Manage relationships with external service providers and vendors to ensure service quality and operational efficiency.

Leadership & Stakeholder Management

• Provide leadership, coaching, and direction to the HR operations and administration teams.
• Partner closely with business leaders to provide operational HR guidance and support business continuity.
• Collaborate with internal stakeholders including finance, legal, procurement, IT, and regional/global teams to ensure alignment and effective service delivery.
• Foster a culture of accountability, continuous improvement, collaboration, and service excellence.

Required Qualifications & Experience

Required

• Bachelor’s degree in human resource management, Business Administration, or a related field.
• Minimum of 7 years’ progressive HR experience, with strong exposure to HR operations and service delivery.
• Demonstrated experience managing HR processes across the full employee lifecycle.
• Strong understanding of Kenyan labor laws, HR compliance requirements, and HR operational best practices.
• Membership with the Institute of Human Resource Management (IHRM).
• Proven experience managing employee relations matters including disciplinary processes and conflict resolution.
• Experience working HR data management systems and superior/advanced skills in Excel
• Strong stakeholder management and vendor coordination experience.

Preferred

• Experience working within a fast-paced corporate, agency, or matrix organization environment.
• Exposure to multinational or regional HR operations and compliance requirements.
• Professional HR certification will be an added advantage.

Technical Skills & Competencies

• Strong knowledge of HR operations, payroll coordination, benefits administration, and HR compliance.
• Proficiency in HRIS platforms, and Microsoft Excel.
• Strong analytical and reporting skills with attention to detail and data accuracy.
• Ability to interpret policies, procedures, and employment legislation effectively.
• Experience managing HR audits, documentation, and operational reporting.

Leadership & Behavioral Competencies

• Strong leadership and people management skills.
• Excellent interpersonal and communication skills with the ability to influence across all levels of the organization.
• Highly organized with strong multitasking and prioritization abilities.
• Solution-oriented mindset with strong problem-solving capabilities.
• High level of integrity, professionalism, and confidentiality.
• Ability to thrive in a dynamic and fast-paced environment.
• Collaborative team player with a strong customer service orientation.

Why Join us?

You will have the opportunity to shape and strengthen HR operations within one of the region’s leading marketing and communications groups. You will play a critical role in enhancing employee experience, operational excellence, and organizational compliance while partnering with leaders to drive business success.