Field Director-(Operations,People&Client Success)

Location: Hybrid, Kenya

Employment Type:Full-Time, Permanent

Hours:40 hours per week

Work Schedule:Monday–Friday, with flexibility to accommodate U.S. client meetings and business hours

Reports To:Chief Executive Officer

Direct Reports:Recruiting Lead, Lead Client Concierge, Human Resources, Finance/Accounting, Executive Assistant, and other designated Kenya-based team leads

Management Responsibility:Overall Kenya Operations

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.

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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.

11. 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

12. 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

* 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.

The successful candidate should be comfortable working in a technology-enabled and remote business environment.

Experience with the following platforms or comparable systems is preferred:

* Google Workspace

* Microsoft 365

* Zoom and Google Meet

* Slack, WhatsApp, and other business communication platforms

* Trello, Asana, Monday.com, ClickUp, or similar project-management tools

* HubSpot or similar CRM systems

* LinkedIn Recruiter, job boards, ATS platforms, and candidate databases

* DocuSign or similar contract-management platforms

* Calendly or similar scheduling tools

* Time-tracking and workforce-management systems

* HR and employee-management systems

* Google Sheets and Microsoft Excel, including formulas, filters, pivot tables, dashboards, and reporting

* AI productivity tools such as ChatGPT, Claude, Gemini, or similar platforms

* Secure password-management and multi-factor authentication practices

The candidate should also demonstrate the ability to learn and adapt quickly to client-specific systems.

This is a full-time position requiring approximately 40 hours per week.

Because the organization works primarily with U.S.-based clients, the successful candidate must have reasonable flexibility to participate in:

* Client and leadership meetings

* Sales and discovery calls

* Candidate interviews

* Client onboarding meetings

* Client escalations

* Training and team-development activities

Some meetings may take place outside standard Kenyan business hours.

## COMPENSATION AND BENEFITS

The position may include:

* Competitive salary

* Performance-based bonuses or incentives

* Hybrid working arrangements

* Professional development opportunities

* Career growth opportunities

Any performance- or placement-based incentive arrangement will be documented separately.

## EMPLOYMENT CONDITIONS

The successful candidate will be expected to:

* Maintain confidentiality of company, client, candidate, and employee information.

* Comply with organizational policies and procedures.

* Maintain reasonable availability to support international clients.

* Represent the organization professionally.

* Promote a healthy, respectful, collaborative, and service-oriented workplace.

* Lead through accountability, communication, coaching, fairness, and respect.

* Treat employees, candidates, remote professionals, clients, vendors, and colleagues with professionalism and dignity.

* Avoid outside employment or business activities that create a conflict of interest or materially interfere with the role.

* Comply with applicable employment requirements and the final employment agreement.

**Note:** The responsibilities listed above represent the primary functions of the position and are not exhaustive. Additional duties reasonably related to the leadership and operation of the Kenya business may be assigned as organizational needs evolve.

The position may include:

* Competitive salary

* Performance-based bonuses or incentives

* Hybrid working arrangements

* Professional development opportunities

* Career growth opportunities

Any performance- or placement-based incentive arrangement will be documented separately.