Hugo is a vibrant start-up with a strong track record of success that is building the Future-of-Work through offshoring. We provide customizable solutions and a hybrid delivery model designed to minimize disruption risk, drive efficiency, and deliver more predictable outcomes for our clients. We specialize in AI operations and omnichannel customer support. Our client list includes Fortune 500 companies, and a wide range of dynamic start-ups across FinTech, EdTech, and E-commerce.
Your north star is to Safeguard and Propagate Hugo’s Reputation for Excellence through responsibilities including, but not limited to:
(1) Client Relationship Management: Build and maintain strong relationships with client leadership to understand their needs, expectations, and constantly evolving goals; Regularly communicate with clients to provide updates on service delivery, address concerns, and gather feedback.
(2) Service Quality Assurance: Codify and enforce quality standards and service level agreements (SLAs) to ensure that service delivery teams consistently exceed client expectations; Monitor performance metrics and KPIs to track service quality and take corrective actions when necessary.
(3) Team Leadership and Management: Recruit, train, and manage a team of service delivery professionals, including Account / Project / Quality Assurance/ Workforce Managers, and other frontline staff; Foster a pervasive culture of excellence, coaching, and collaboration, as well as real-time feedback within your direct reports and broadly across Hugo.
(4) Operational Efficiency: Develop and implement efficient and scalable operational processes and workflows; Identify opportunities for process improvement and automation to optimize resource utilization and reduce operational costs.
(5) Resource Allocation: Allocate resources, including spend, personnel and technology, to ensure that service delivery operations run smoothly; Manage staffing levels to meet client demand while controlling costs.
(6) Risk Management: Identify and mitigate potential risks and issues that could impact service delivery, such as security breaches, data privacy concerns, or technology failures; Develop and maintain disaster recovery and business continuity plans.
(7) Performance Reporting: Prepare and deliver regular performance reports to clients, highlighting key achievements, challenges, and recommendations for improvement; Provide internal reporting to keep the Leadership Team informed about service delivery operations.
(8) Compliance and Governance: Develop and execute robust service delivery governance and risk frameworks to identify, manage and minimize financial, reputational, and service delivery risks; Ensure that service delivery operations adhere to all relevant legal and regulatory requirements, including data protection, industry and client-specific standards; Implement and enforce company policies and procedures.
(9) Continuous Improvement: Drive a culture of continuous improvement within the service delivery organization, encouraging innovation and the adoption of best practices; Conduct regular process reviews and audits to identify areas for enhancement.
(10) Client Expansion and Growth: Collaborate with the sales team to identify opportunities for upselling or expanding services with existing clients; Support the development of proposals and solutions for new client engagements.
(11) Cost Management: Develop and manage budgets for the service delivery department, ensuring cost-effectiveness and profitability; Implement cost-saving strategies without compromising service quality.
- Highly organized and well-structured: both in the way you think and communicate.
- Perfectionist at heart; you set a high bar for your work and lead others to do the same.
- Global; you can move seamlessly between our US/UK clients and our predominantly African workforce.
- Bachelor's degree required. MBA is strongly preferred.
- 10+ years in progressively responsible leadership roles, preferably in a fast-paced environment.
- Formative (professional) years working spent at a top-tier professional services organization or within a highly structured environment.
- Strong leadership and people management skills, with experience leading and motivating teams.
- Demonstrated ability to foster a positive and collaborative work culture.
- A history of successful client relationship management, with a focus on understanding client needs, building trust, and delivering exceptional service.
- Excellent written and oral communication skills, for effectively interacting with clients, team members, and senior management.
- Understanding of budgeting, cost management, and financial analysis to ensure profitability while maintaining service quality.
- Strong analytical and problem-solving skills.
- Ability to make data-driven decisions and prioritize effectively.
- Superior organizational skills, including the ability to handle multiple competing priorities in a fast-paced environment.
- Knowledge of risk assessment and mitigation strategies, as well as a solid understanding of compliance requirements, data privacy regulations, and security standards.
WHAT WE OFFER
- A competitive compensation package.
- A high-energy work environment.
- Large-scale, measurable impact.
- An opportunity to shape the future of work in Africa!