Field Director-(Operations,People&Client Success) at CDL Human Resource

Field Director-(Operations,People&Client Success) at CDL Human Resource | Iko Kazi

POSITION SUMMARY

The Field Director – Kenya is the senior leader responsible for the overall management, performance, culture, growth, and operational effectiveness of the organization's Kenya operations.
The role combines:operations leadership, recruiting, client relationship management, human resources oversight, employee development, financial oversight, and organizational development.
The Field Director serves as the primary link between Kenya operations, U.S.-based leadership, clients, and Kenya-based remote professionals. The position is initially hands-on and requires direct involvement in key recruiting, client, employee, and operational activities, with the role expected to become increasingly strategic as the organization grows.

KEY RESPONSIBILITIES

Operations Leadership and Business Management

Provide overall leadership and direction for Kenya operations.
Execute the organization's operating plan in line with business objectives.
Establish clear operating standards, accountability structures, responsibilities, and escalation procedures.
Ensure effective collaboration across departments and functions.
Identify operational risks, staffing requirements, service gaps, and opportunities for improvement.
Develop scalable systems and processes that support business growth.
Represent Kenya operations in discussions with executive leadership.
Address priority business and client matters requiring senior-level intervention.
Act as an authorized signatory or company representative where formally appointed.

People Leadership, Culture and Development

Lead and oversee key Kenya-based functions, including Recruiting, Client Concierge, Human Resources, Finance/Accounting, and Executive Support.
Set clear objectives and performance expectations for managers and team members.
Conduct regular leadership, team, and performance meetings.
Coach, mentor, and develop managers and employees.
Support professional development through training, leadership discussions, and continuous learning initiatives.
Promote a respectful, collaborative, accountable, and service-oriented workplace culture.
Ensure performance and conduct matters are handled fairly, professionally, and consistently.
Maintain effective communication with employees, remote professionals, and leadership.

Client Relationship Management and Business Development Support

Participate in introductory, discovery, strategy, and planning meetings with prospective and existing clients.
Understand client business needs, staffing requirements, culture, technology, schedules, and performance expectations.
Explain the organization's recruitment, onboarding, employment, and ongoing support model.
Translate client requirements into clear recruitment and operational specifications.
Maintain effective communication between clients, executive leadership, and Kenya operations.
Provide senior-level oversight of client relationships and client service activities.
Participate in significant client reviews, escalations, and strategic discussions.
Monitor client satisfaction and identify opportunities to strengthen relationships and support business growth.

Recruitment and Candidate Management

Develop recruitment and sourcing strategies based on client requirements.
Oversee candidate sourcing through LinkedIn, job boards, professional networks, referrals, and other appropriate channels.
Develop or review job descriptions and candidate requirements.
Review applications, resumes, and shortlisted candidates.
Conduct or participate in candidate screening and interviews.
Develop or review interview questions and assessment criteria.
Ensure candidates are evaluated consistently against established requirements.
Review assessment results and support candidate selection decisions.
Ensure shortlisted candidates have accurate and professionally presented resumes, profiles, portfolios, videos, and other required materials.
Communicate role expectations, working arrangements, compensation structures, and employment requirements clearly to candidates.

Client Interviews and Placement Coordination

Coordinate candidate interview schedules, invitations, meeting links, and instructions.
Prepare candidates for client interviews and ensure they understand relevant expectations.
Participate in client interviews and post-interview discussions where appropriate.
Gather client feedback and coordinate next steps promptly.
Maintain accurate records of interview outcomes, decisions, and follow-up actions in designated systems.
Ensure selected candidates transition smoothly from recruitment to placement.

Contracts, Onboarding and Placement Launch

Ensure required client and employee documentation is completed before placement.
Coordinate employment and service agreements and related documentation.
Confirm working hours, responsibilities, reporting arrangements, systems, and communication expectations.
Ensure technology, equipment, connectivity, accounts, and other onboarding requirements are in place.
Conduct or participate in onboarding sessions.
Ensure remote professionals understand their roles, client expectations, company policies, schedules, and reporting structures.
Coordinate communication between clients, remote professionals, Recruiting, Human Resources, and Client Concierge teams during the placement launch.
Follow up after placement to support a successful transition and identify any early issues.

Employee Performance and Professional Development

Establish effective systems for monitoring employee and remote professional performance.
Work with managers and clients to address performance concerns and determine appropriate interventions.
Ensure significant performance matters are appropriately documented.
Coordinate coaching, training, performance improvement, reassignment, or replacement where necessary.
Lead or oversee significant employee and client escalations.
Identify suitable reassignment opportunities for employees whose placements end.
Coordinate training based on employee, client, and organizational requirements.
Support the effective use of AI and other technology tools for productivity, communication, documentation, and research.
Promote continuous professional development and learning.

Human Resources and Employee Administration

Oversee the maintenance of accurate and confidential employee records.
Review employment contracts and related documentation.
Participate in the recruitment and approval of Kenya-based employees.
Ensure consistent onboarding and offboarding processes.
Monitor compliance with applicable Kenyan employment and labour requirements, engaging qualified HR or legal professionals where necessary.
Ensure company policies and employment practices are appropriately implemented.
Participate in significant disciplinary, conduct, and workplace matters.
Ensure employee concerns are addressed confidentially, fairly, and professionally.

Compliance, Risk and Documentation

Ensure required client, employee, and operational documentation is completed and properly maintained.
Promote confidentiality, data protection, and secure information-handling practices.
Ensure organizational policies and procedures are communicated and followed.
Work with relevant professional advisers on legal, employment, financial, or compliance matters.
Escalate significant legal, financial, employment, security, or operational risks to executive leadership.

Financial and Administrative Oversight

Oversee Kenya operating expenses and financial processes.
Work with Finance/Accounting to ensure accurate financial and operational reporting.
Review relevant payroll, attendance, staffing, and employee information.
Support budgeting and forecasting activities.
Monitor actual expenditure against approved budgets and investigate significant variances.
Ensure appropriate financial controls and authorization procedures are followed.
Ensure spending remains within approved policies and delegated authority.

Reporting and Business Performance

Maintain visibility of the overall performance and operational health of the Kenya business and provide regular reports to executive leadership covering, as appropriate:
Recruitment pipeline and turnaround time
Candidate sourcing and interview activity
Placements and successful launches
Client satisfaction and retention
Employee and remote professional retention
Performance and escalations
Staffing capacity and workforce utilization
Client and employee onboarding
Department performance
Operational risks and challenges
Budget performance
Growth opportunities
Recommended corrective or improvement actions

Office, Travel and In-Person Support

Where applicable, oversee the effective operation of the Kenya office, including:
Facilities and equipment
Internet and technology infrastructure
Workplace security
Vendors and maintenance
Health and safety requirements
Office procedures
The role may also require local travel for:
Candidate and client meetings
Employee or remote professional visits
Team meetings
Training sessions
Company events

REQUIRED QUALIFICATIONS AND EXPERIENCE

Bachelor's degree and/or Master's degree in Business Administration, Management, Human Resources, Operations, or a related field. Equivalent senior-level professional experience may be considered.
At least 5 years' experience*in leadership, operations management, outsourcing, professional services, staffing, recruitment, client success, or a related environment.
Demonstrated experience managing teams, managers, or department-level functions.
Experience working with executives, business owners, senior leaders, or international clients.
Strong understanding of recruitment, interviewing, employee management, and performance management.
Demonstrated ability to manage complex operations involving multiple stakeholders.
Experience working with U.S.-based companies, international organizations, remote teams, outsourcing businesses, or professional staffing organizations is an advantage.
Strong written and spoken English.
Excellent communication, presentation, negotiation, and relationship-management skills.
Strong judgment, integrity, professionalism, and discretion when handling confidential or commercially sensitive information.
Ability to manage difficult employee and client matters calmly and professionally.
Strong organizational and problem-solving skills.
Ability to combine accountability with respectful, constructive, and supportive leadership.
Comfortable remaining hands-on in recruitment, onboarding, training, client service, and operational activities when required.

Field Director-(Operations,People&Client Success) at CDL Human Resource

Stand out to recruiters

Field Director-(Operations,People&Client Success) at CDL Human Resource

Stand out to recruiters

POSITION SUMMARY

KEY RESPONSIBILITIES

Operations Leadership and Business Management

People Leadership, Culture and Development

Client Relationship Management and Business Development Support

Recruitment and Candidate Management

Client Interviews and Placement Coordination

Contracts, Onboarding and Placement Launch

Employee Performance and Professional Development

Human Resources and Employee Administration

Compliance, Risk and Documentation

Financial and Administrative Oversight

Reporting and Business Performance

Office, Travel and In-Person Support

REQUIRED QUALIFICATIONS AND EXPERIENCE