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Work Background
datacairHead of Human Resources & Development
Jun. 2024Nairobi County, KenyaAs the Human Resources & Development Manager in a company with 160 employees and counting, I am responsible for setting our people up for success, creating an outstanding employee experience, and structuring systems that enable our fast-growing organization to consistently scale excellent performance. Key Responsibilities: Performance Management: • Coordinate Talent Development: Create individual coaching opportunities and group training programs • Review and enhance performance management to develop and retain staff. • Upgrade performance review templates and methodologies • Design organizational structures and career pathways for effective operations and growth opportunities Engagement and Culture: • Foster a culture that reinforces mission and values, sustains morale, and attracts new talent • Champion diversity, inclusion, and equity practices • Optimize the employee life cycle from recruitment to alumni status, improving each stage of the employee relationship Recruitment and Onboarding: • Design and deploy strategies to attract exceptional talent • Partner with leaders to develop recruitment tactics and tools • Strengthen relationships with third parties to access a diverse talent pool Policy and Program Implementation: • Establish and enforce people-oriented policies aligned with mission and values. • Optimize employee compensation and benefits programs • Manage human resources partners and ensure compliance with labour regulations • Facilitate annual programs such as employee engagement surveys and open enrolment
The Xperia AgencyEvents & Client Relations Director
Apr. 2023Nairobi County, KenyaReporting to the Managing Director, I oversee the strategic planning, execution, and management of corporate client accounts and events as well as manage a small team of account executives and operational team. Duties and Responsibilities: • Expertise in client relationship management, serving as the primary point of contact for key clients • Strategic event planning aligned with client objectives, audience, and messaging • Effective financial management, overseeing budgets and negotiating vendor contracts • Proficient project management, ensuring timelines are met and issues are addressed proactively • Strong team leadership, mentoring event managers and conducting performance evaluations • Proactive business development and identifying new opportunities and accounts • Thorough event evaluation and reporting, assessing event success and improvement areas • Vendor and stakeholder management, ensuring quality service and deliverables • Crisis management readiness to handle event-related challenges • Continuous industry knowledge update to enhance event offerings Key Achievements • Client Retention: Achieved a 90%+ client retention rate by consistently exceeding client expectations • Successful Events: Executed high-profile events with a 4.8 out of 5 client satisfaction rating • Enhanced event effectiveness by 10% based on feedback and evaluation to close gaps • Revenue Growth: Increased annual revenue by 5% through strategic business development efforts • Cost Optimization: Reduced event production costs by 10% while maintaining quality standards • Team Productivity: Enhanced team productivity through daily performance dialogues which increased employee satisfaction • Crisis Management: Effectively managed critical event challenges, preserving the company's reputation • Vendor Relations: Established strong vendor and stakeholder relationships, ensuring quality service
DHL ExpressActing Head Of Human Resources - Eswatini & Lesotho (Stretch Assignment)
Dec. 2022 - Feb. 2023KenyaServed as Acting Head of Human Resources remotely as a stretch assignment by supporting their new Head of Human Resources from another industry to learn the DHL systems and culture.
DHL ExpressActing Head of Human Resources - Kenya (Stretch Assignment)
Jun. 2021 - Oct. 2021KenyaServed as Acting Head of Human Resources DHL Express Kenya as the position was being filled. Key Achievements: • Interim HR Leadership: Successfully assumed the role of Acting Head of Human Resources, maintaining continuity and providing strong leadership during the transition period while the position was being filled • Positive Employee Relations: Played a key role in fostering positive employee relations by providing guidance and support to managers and staff, contributing to a harmonious work environment • Strategic Business Support: Collaborated closely with the country manager, offering valuable support in addressing strategic business interests and aligning HR practices with organizational goals • HR Strategy Implementation: Successfully implemented HR strategies directed by the regional headquarters, ensuring alignment with the broader company objectives • Comprehensive HR Activities: Developed and implemented a broad range of HR activities in the areas of recruitment, compensation & benefits, health & safety, employee relations, and industrial relations, contributing to an effective HR function • Performance Management: Ensured that performance planning, coaching, and evaluation processes were conducted in accordance with policy, promoting employee development and accountability • Pay Adjustments and Promotions: Provided recommendations for pay adjustments and promotions, contributing to fair and competitive compensation practices • Large Team Leadership: Managed a large team or multiple teams, typically through subordinate managers or supervisors, demonstrating effective leadership at a managerial level
DHL ExpressTalent Engagement and Learning & Development Manager
Mar. 2020 - Mar. 2023KenyaAs the Talent, Engagement, and Learning & Development Manager, I enhanced Training & Development and Recruitment processes. I aligned training with the organization's strategy, fostering continuous learning, and improved talent acquisition through competency-based selection. Key Achievements • Hosted CIM Supervisory Graduation Event in Kenya for multiple African countries in 2022, fostering cross-border learning and promoting DHL Express as a center for knowledge and growth • Became a CIM (Management Training) Facilitator in May 2022, reinforcing my expertise as a trainer and mentor within the organization • Completed CIS Foundation training for 120 employees from 2021–2022, addressing the pandemic challenge and ensuring continuous skill development • Led comprehensive Employee Engagement activities, including Employee Appreciation week, Diversity and Inclusion initiatives, and other programs, creating a positive work environment and boosting morale • Managed HR tools like Smart Connect and Taleo, streamlining HR operations for greater efficiency • Successfully oversaw all Staff Recruitment processes, attracting and retaining top talent and strengthening DHL Express's reputation as a preferred employer
DHL ExpressCustomer Service Operations Business Analyst
Feb. 2013 - Feb. 2020KenyaIn this role, I executed performance excellence programs to improve customer service operations across the Africa region by developing and providing regular performance reports, analyzing service performance, collaborating with the commercial department for revenue generation opportunities, monitoring system upgrades, and implementing workforce management strategies based on historical trends. Key Achievements • Enhanced Service Performance: Successfully improved service performance by analyzing key performance indicators and implementing strategies to meet and exceed established service levels • Revenue Generation Collaboration: Effectively collaborated with the commercial department to obtain advance information on upcoming marketing campaigns, resulting in more revenue generation opportunities for the customer service department • Smooth System Upgrades: Ensured seamless system upgrades by actively participating in documentation, evaluation, testing, implementation, and team member training, minimizing disruptions in service operations • Optimized Workforce Management: Implemented effective workforce management strategies by forecasting, scheduling, and tracking staffing based on historical trends, resulting in more efficient resource allocation and cost savings April 2019: Served as Acting Head of Customer Service DHL Express Kenya while my manager was on annual leave December 2018: Appointed as Head of Customer Service DHL Express Botswana; permit was denied March & October 2018: Served as Acting Head of Customer Service in DHL Express Namibia 2015 to 2020: Became part of the Africa region Business support team that communicates and provides progress reports and analysis 2012 to date: Nominated as a lead facilitator within the East African region to conduct Customer service skills and systems training 2015 to date: Supported the HR department on cross-functional training within the East African region
DHL ExpressCustomer Service Operations Supervisor
Dec. 2010 - Jan. 2013NairobiAs a Customer Service Operations Supervisor, I led a team of Customer Service Advisors to maintain efficient and professional service, overseeing service levels in cargo handling, fostering a high-performing culture, conducting quality monitoring, skill verification assessments, and managing escalations for immediate issue resolution. Key Achievements • Service Excellence: Ensured consistent and efficient service by monitoring and achieving service levels, contributing to high customer satisfaction • High-Performing Culture: Successfully fostered a high-performing culture among customer service teams, supporting them to provide better services through performance reviews, which boosted team morale and productivity • Quality Assurance: Improved service quality by conducting regular quality monitoring and skill verification assessments, ensuring staff were well-prepared to meet customer needs • Effective Issue Resolution: Managed escalation processes, promptly addressing customer issues requiring immediate attention and action, leading to swift issue resolution and customer retention
DHL ExpressCustomer Service Operations Advisor
Sep. 2008 - Nov. 2010Mombasa & Nairobi, KenyaIn this, I specialized in providing efficient and professional customer service, including offering a full range of DHL products and services, resolving service problems, minimizing customer dissatisfaction, and consistently providing accurate information to customers, turning information calls into potential sales leads and identifying additional value-added services. Key Achievements • Customer Satisfaction Enhancement: Consistently provided efficient and professional service, resulting in higher levels of customer satisfaction and loyalty • Shipment/Cargo Handling: Ensured that all shipments were compliant with the cargo handling regulations and policies • Service Problem Resolution: Specialized in resolving service problems and minimizing customer dissatisfaction, contributing to an improved customer experience • Sales and Value-Added Services: Successfully identified sales leads and offered additional value-added services to customers, contributing to increased revenue and customer engagement • Accurate Information Provision: Delivered accurate and reliable information across all service areas, building trust with customers and ensuring they received the information they needed • Efficiency and Promptness: Responded promptly and courteously to customer inquiries, enhancing the overall efficiency and effectiveness of the customer service process
DHL ExpressMarketing Intern
Jun. 2008 - Aug. 2008Nairobi, KenyaAs a marketing intern, I supported the Marketing manager to manage a customer promotion project. My responsibilities included: • Managing the promotion database & stock • Contacting and updating customers on new & upcoming products • Distribution of branded gifts to customers during promotions
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