Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.
African communities currently reap less than 2% of a BPO market worth a staggering $430 billion annually. We are changing this.
Specialising in digital and AI operations, omnichannel customer support, and trust & safety solutions for some of the world’s largest tech and media companies, we are providing the continent’s university educated youth with the skills necessary to build a meaningful career in the global digital economy. All whilst delivering industry-beating excellence for our clients.
What you’ll be doing
You will originate our Business Process Optimization role, overseeing core operations process mapping, analysis, (re)design, documentation, operationalisation and governance activities.
You will be accountable for implementing business process optimisation solutions for our client facing service delivery organization, which makes up the vast majority of our 1500+ employees.
Why is the role important to us? We are a rapidly expanding organization. We doubled in size in 2023 and we're not slowing down. So, we must review and, where required, revise our business processes to ensure that we are set up to scale rapidly and smoothly, and our growth is supported by elegantly simple processes strongly adhered to.
Beyond this initial heavy lift you will champion a culture of continuous process improvement so that we are at all times operating at peak quality and efficiency. And you will oversee the institutionalization of, and adherence to, our processes.
Your solutions will be designed for us to adapt nimbly to even the most unexpected of client requirements. Optimizing our processes excellently with an uncompromising focus on quality and efficiency guarantees that we may continue delivering to our big tech clients the excellence they have come to expect from us.
What success in this role looks like
Short-term: A completed audit and analysis of all core business processes
Mid-term: A quality and future-proofed mapped, optimized, documented, and operationalized process for each key service delivery activity
Long term: An embedded culture of process optimisation across the organization
What you’ll need to apply
An extensive and demonstrable history of delivering business process optimisation for core operations, which is able to stand up to our scrutiny
A range of robust yet adaptable business process optimisation methodologies applied through the lens of a sharply analytics mind
Experience of operating successfully in startup/scaleup environments combined with a true understanding of what good looks at a mature, high-caliber organization.
Our interview process
- Recruiter call: A call from one of our recruiters if we believe your profile looks a strong match for the role, during which we’ll evaluate your fit and discuss Hugo in more detail
- Deep dive interviews: Typically 3 interview stages designed to probe deeply the extent to which you have the skills, mindset, and behaviours to succeed in the role and at Hugo
- Assessment tasks: During the process we may request that you complete psychometric assessments and/or a presentation and/or task-based exercise NB: the output of any assessments you complete is treated as confidential and will be used for the sole purpose of best determining your fit for the role and company
- Meet the team: We conclude our process by arranging for you to speak with potential colleagues informally, allowing for greater insight into our culture, environment and, yes, challenges(!)
To learn more about Hugo explore our website and careers page
Equal opportunity statement
Diversity, equity and inclusion are part of our DNA. But we won't be resting on our laurels as we scale. Promoting and, where possible, improving diversity, equity and inclusion as a values-based and commercial necessity.
We’re an equal opportunity employer. So, all applications will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.