Field Director - (Operations, People & Client Success)

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CDL was founded in early 2003 by its current Managing Director Lucy Mmari.Within her 14 year tenure in a well established logistics company, She honed her skill in human resources management and thereafter started CDL.

Field Director-(Operations,People&Client Success)

Job Type: Full Time

Qualifications

• 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 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.
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Method of Application

• Interested and qualified? Go to
• CDL Human Resource on cdl.zohorecruit.com
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