HR Business Partner – Outsourced Workforce & Partner Management at NCBA Group

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.