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.


The Strategy & Transformation Team is at the forefront of Hugo’s growth and innovation initiatives. We play a critical role in defining and driving strategic operational improvements across all areas of the organization. At its core, the team operates like an internal consulting group. In this role you will lead small, highly skilled ad-hoc teams on a range of high-priority projects to create effective, scalable solutions, and then implement them. 

For this position, we are seeking a passionate, hands-on professional to own the design and build-out of the Hugo Academy. The successful candidate will oversee the development, implementation, and management of our recruitment and training academy programs. Your goal will be to establish efficient, scalable processes to select the best candidates, then provide them with the relevant skills and knowledge to ensure they deliver exceptional service to our clients.

This role reports to the COO.



1. Recruitment:

  • Oversee the conceptualization of all initiatives and programmes relevant to attract, including definition and incorporation of EVP at every touch-point, on par with brand guidelines & principles
  • Customer (Candidate/Applicant) Journey Map Development
    • Analysis of current customer (candidate) journey
    • Recommendations re: processes, policies, documentation, and tools required for each step/phase
  • Design and implementation of hiring process for (1) service delivery entry-level positions, (2) service delivery experienced candidates, (3) internal value services positions
    • SOP drafting (Detailed Checklists + Instructions)
      • Focus on the concept of ‘ongoing pipeline/pool of pre-approved candidates’ for entry-level positions
      • Focus on candidates’ data collection (profiles, assessment, performance)
    • Draft SOP testing-out
    • Adjustments/Iterations required based on the testing-out phase
    • SOP Finalization
  • Coordination, design and implementation of assessment process that solves the following:
    • Assessment materials designed to to select best fit candidates
    • Regular assessment materials update (continuous improvement)
    • Relevant Berke assessment results matched to job profiles
    • Design of delivery of practical training assessment sessions
    • Interview process structuring & Interview guidelines
  • Design and implementation of data and analytics processes/tools:
  • Preparation of product requirements document (PRD) for data-collection and analytics tools (incl. back-end tools, report templates and dashboards)
  • Review of current data-collection tools and processes on the subject of meeting the product requirements
  • Standardization and documentation of these processes
  • Adjustment/Revision of current tools/processes to align them with developed documentations/standards/SOPs
  • Design and implementation of communication processes/tools:
    • Design communication process with candidates (both bulk emails + individual emails)
    • Email Inbox Management SOPs (for careers@ and academy@ email accounts)


2. Training Onboarding:

  • Customer (Trainee/ Accepted) Journey Map Development
    • Analysis of current customer (candidate) journey
    • Recommendations re: processes, policies, documentation, and tools required for each step/phase
  • Design and implementation of Cross-Departmental Trainee Onboarding process:
    • Some examples of what cross-departmental onboarding process includes: Device distribution, Access to internal + external software systems, Access to the office space, HRM System update, Preparation for WFH setup, Review of internal policies, Project-specific training, Final assessment.
    • SOP drafting (Detailed Checklist + Instructions)
    • Draft SOP testing-out
    • Adjustments/Iterations required based on the testing-out phase
    • SOP Finalization
  • Leading and coordinating Digital Onboarding Package finalization and release that includes all required onboarding materials in digital format:
    • Development of Product Requirements to the Digital Onboarding Package
    • Cross-Departmental Coordination to release the Digital Onboarding Package 
  • Design and implementation of trainee management and monitoring processes, SOPs and tools that includes: Trainees’ Performance, Trainees’ Compliance with policies and relevant requirements
  • Design and implementation of onboarding communication processes/tools


3. Curriculum Development:

  • Develop/conceptualize global best-in-class material/programmes encompassing L&D principles
  • Collaborate with department heads and client services teams to design and update training curricula, materials, and resources to ensure relevance and effectiveness.
  • Implement training modules that cover technical skills, soft skills, compliance, industry-specific and client-specific knowledge.


4. Training Delivery:

  • Oversee the delivery of training programs, including instructor-led training, e-learning, workshops, and on-the-job training.
  • Ensure that training methods and materials are engaging, up-to-date, and tailored to the needs of different employee groups.


5. Assessment and Evaluation:

  • Develop and implement assessment methods to evaluate the effectiveness of training programs.
  • Use feedback and data-driven insights to continuously improve training initiatives.
  • Manage dashboards & reporting to support other employee experience initiatives such as eNPS & People Operations.


6. Budget Management:

  • Develop and manage the recruitment and training budgets, ensuring efficient allocation of resources.
  • Identify cost-saving opportunities without compromising recruitment and training speed or quality.



  • Self-starter, self-disciplined and target focused.
  • Incredibly high standards - poorly designed and constructed outputs grate you.
  • Satisfied only when an idea is successfully executed.
  • Able to balance analytics and systems management with empathy and creativity. 
  • Comfortable working in both intricate details as well as big-picture initiatives.
  • Kind and authentic.
  • Driven to be the best, build the best and be associated with the best.



  • 7 - 10+ years in progressively responsible leadership roles, in a fast-paced environment.
  • An MBA is strongly preferred.
  • Proven experience in training and development, preferably in a BPO or customer service environment.
  • Strong business acumen and problem solving skills.
  • Excellent written and oral communication skills, with the ability to present to various audiences and distill key messages in order to effectively inform and persuade.
  • Entrepreneurial experience including, but not limited to, launching and scaling projects in an emerging market.
  • Superior organizational skills, including the ability to manage multiple projects simultaneously.
  • Strong leadership and management skills with a track record of leading high-performing teams.
  • Proficiency in instructional design and adult learning principles.
  • Exceptional organizational and project management skills.
  • Analytical mindset with the ability to use data to drive decisions.
  • Innovative thinker with a passion for continuous improvement.



  • A competitive compensation package.
  • A business model that makes sense for Africa. 
  • A high-caliber, fun team committed to the continent.
  • Large-scale, measurable impact.

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