Field Director-(Operations,People&Client Success)

Field Director (Operations, People & Client Success)

• Job Type Full Time
• Qualification BA/BSc/HND, MBA/MSc/MA
• Experience 5 years
• Location Nairobi
• Job Field Human Resources / HR

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 a