Manager, Operational Excellence, Generative AI Operations
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Posted on:
9 hours ago
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1 Vacancy
Job Summary
ABOUT HUGO
Hugo Technologies Inc. (Hugo) is committed to nurturing the best of Africas young talent. We build and manage remote teams across Africa for some of the worlds largest technology and media companies. We specialize in omnichannel customer support digital and AI operations and trust and safety solutions.
Our Why is simple. Outsourcing generates billions in income and opportunities globally but less than 2% reaches African communities. Were changing that. By winning a share of the multi-billion-dollar global BPO market for Africa we are investing in a brighter future for the continent.
As a company were obsessed with excellence. We ask smart questions to build a thorough understanding of our clients needs; then pour ourselves into delivering not just great work but also a perfect user experience so that we stand out in what is a very crowded market.
The only commitment greater than the one we have to our clients is the one we have to our community. We are dedicated to carving out a place in the digital economy for young Africans and we work tirelessly to equip them with the skills needed to build meaningful careers.
WHAT YOULL BE DOING
The Manager Operational Excellence is responsible for establishing and maintaining the integrity of Hugos operational processes across all service lines within Generative AI delivery. The role reports to the Director of Generative AI Operations and owns the full process governance lifecycle: understanding how work is done today codifying that into standardised procedures validating their effectiveness embedding them across the organisation providing independent assurance of compliance and driving continuous improvement.
Core Responsibilities
Process Discovery and Systems Mapping
Conduct a structured discovery across all operational functions to map the end-to-end process architecture
Identify all existing process documentation including SOPs project-specific runbooks client-facing playbooks and informal practices that exist only as institutional knowledge
Process Codification and Standardisation
Codify all critical operational processes into formal Standard Operating Procedures working with process owners to reconcile any differences between documented intent and actual practice
Establish a centralised version-controlled SOP repository with clear taxonomy ownership review cycles and change control protocols
Validation
Design and execute structured validation protocols for newly codified or revised SOPs testing them against live workflows to confirm they are accurate complete and executable by the teams who will use them
Document validation results and obtain process owner approval before proceeding to deployment
Deployment and Embedding Across Teams
Develop practical adoption materials quick-reference guides checklists decision trees and job aids that make compliance intuitive for front-line teams
Execute a phased rollout plan that sequences deployment by team site or project allowing for controlled adoption and early identification of implementation challenges
Live Monitoring & Periodic Audit
Design and implement a structured audit programme covering all critical operational processes on a defined cycle
Where independence is required coordinate with external auditors to ensure separation between process design and process assurance maintaining the credibility of audit findings
Maintain an audit findings tracker and hold process owners accountable for timely closure of all remediation items
Continuous Improvement & Process Evolution
Synthesise insights from monitoring data audit findings operational metrics and stakeholder feedback to identify recurring process gaps inefficiencies and failure modes
Benchmark Hugos process maturity against industry standards and client expectations identifying areas where Hugo should lead versus where it needs to close gaps
If you are excited about delivering the following outcomes then this role is for you
A complete validated and aligned operating model that codifies how Hugo delivers across all service lines
A two-tier assurance framework live monitoring and periodic audit that provides continuous confidence in operational integrity
Measurable reduction in process-related defects rework and client escalations
Audit-ready documentation that satisfies both internal governance requirements and client-mandated compliance standards
WHAT QUALIFICATIONS YOULL NEED
Required Experience and Skills
58 years in operations auditing process excellence quality assurance or operational governance roles within high-volume operationally intensive environments
Demonstrated experience designing end-to-end process governance frameworks: from discovery and codification through monitoring audit and continuous improvement
Experience building and managing SOP libraries compliance monitoring systems and audit programmes
Experience producing audit reports for senior leadership and coordinating with external auditors
Proficiency in process documentation tools workflow management systems and data analysis platforms (Excel/Sheets BI tools survey platforms)
Strongly Preferred
Experience in BPO AI operations data annotation or managed services environments with distributed multicultural teams
Knowledge of quality management methodologies (ISO 9001 Six Sigma Lean) or operational excellence frameworks
Internal audit certification (CIA CISA) or quality management certification (CQA ASQ)
WHAT WE PROVIDE
Hugo offers a hybrid work environment that balances employee flexibility with a collegial fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their careers. Our compensation and benefits are highly competitive.
PRIVACY STATEMENT
Any information you submit to Hugo as part of your application will be processed in accordance with Hugos Privacy Policy.
EQUAL OPPORTUNITY STATEMENT
Diversity equity and inclusion are part of our DNA. Promoting and where possible improving diversity equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals regardless of race sex gender identity sexual orientation neurodiversity disability or any other legally protected status
Key Skills
About Company
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 ... View more
