Senior HR Officer at Mwanga

Job Summary

We are looking for a high-energy HR Officer with a background in high-volume environments to support our BPO operations. This role is critical in managing the talent pipeline and organizational health for our debt recovery, telemarketing, and customer support teams. The successful candidate will focus on sourcing high-resilience talent, managing performance metrics, and ensuring strict adherence to regulatory standards in debt collection and customer service.

Key Responsibilities

High-Volume Talent Acquisition

• Execute end-to-end recruitment for high-turnover roles, including Debt Recovery Agents, Telemarketers, and Customer Support Specialists.
• Handle executive recruitment.
• Utilize competency-based assessments to identify candidates with high emotional intelligence, persuasion skills, resilience and are the right culture fit.
• Build a steady pipeline of \"ready-to-hire\" talent to meet fluctuating BPO scaling requirements.

HR Business Partnering & Strategic Support

• Partner with team leads and business managers to align HR initiatives with operational goals, workforce planning, and team performance.
• Provide guidance on employee relations, conflict resolution, performance management, and overall team effectiveness.
• Analyze HR metrics and workforce trends to support decision-making, improve employee engagement, and drive retention strategies.

Performance & Metrics Management

• Work closely with Team Leads to monitor HR-related KPIs such as attrition rates, absenteeism, and speed-to-competency.
• Facilitate the performance appraisal process, linking HR initiatives to operational targets (e.g., recovery rates, CSAT scores, and call quality).
• Manage the administration of performance-based incentive and bonus schemes.

Compliance & Ethics Oversight

• Ensure all staff are trained on and adhere to company policy, ethical debt recovery practices and data privacy regulations.
• Maintain comprehensive employee files and ensure compliance with the Nigerian Labour Act.
• Manage disciplinary processes related to code of conduct, specifically regarding customer interactions and financial integrity.

Employee Retention & Culture

• Develop engagement strategies specifically designed for high-stress BPO environments to reduce burnout.
• Act as a mediator for workplace conflicts and provide guidance on employee relations.
• Conduct exit interviews to identify trends and implement corrective actions for retention.

Requirements, Skills & Qualifications

• 3–4 years in HR, with at least 1–2 years in a BPO or financial services environment (prior experience in debt recovery or telesales firms is a significant advantage).
• Bachelor’s degree in Human Resources, Psychology, Business Administration, or a related discipline.
• CIPM, SHRM, or PHRi certification is an added advantage.
• Strong understanding of BPO operational dynamics (shift management, hourly tracking, and volume-based hiring).
• Advanced Microsoft Excel skills for data-driven HR reporting.
• Ability to multitask in a fast-paced, high-pressure environment.
• Exceptional conflict resolution and negotiation abilities.

Key Competencies

• Ability to maintain a positive culture in a high-pressure, target-driven atmosphere.
• Ensuring that all HR processes—from hiring to termination—are documented and legally sound.
• Using data to understand why turnover happens and how to improve agent performance