Director, Delivery Transformation at Hugo Technologies

Role Overview

• We are seeking a visionary operational leader to transform our global delivery model across all locations, channels, and client programs.
• Reporting to the SVP, Service Delivery, the Director will diagnose, redesign, and implement processes, SOPs, systems, and organizational frameworks that enable world-class delivery, scalability, and measurable client impact.
• This is a high-impact role requiring deep BPO expertise, transformation experience, and the ability to lead across geographies, cultures, and stakeholder levels.
• The ideal candidate has successfully led multi-site operational overhauls, delivering improvements in efficiency, quality, cost, and employee experience.

Key Responsibilities
Strategic Diagnosis & Transformation Planning:

• Conduct operational diagnostics across all locations, workflows, and service channels
• Identify systemic inefficiencies, capability gaps, technology limitations, and process bottlenecks
• Benchmark Hugo’s performance against industry best practices and top-tier BPO competitors
• Design a future-state operating model aligned with Hugo’s strategic growth goals
• Present transformation strategy to executive leadership with clear, actionable recommendations

Process & Operational Excellence:

• Architect and implement standardized, scalable processes across delivery functions (CX, quality, workforce management, training, performance management)
• Build a comprehensive SOP library covering all channels and operational scenarios
• Establish process governance, KPIs, dashboards, and reporting frameworks
• Implement continuous improvement and quality management frameworks

Organizational Design & Change Management:

• Redesign structures, roles, and spans of control to support the transformed operating model
• Develop competency models, career pathways, and training programs for all operational roles
• Lead change management and stakeholder engagement to ensure adoption and minimize disruption
• Foster a culture of operational excellence, innovation, and empowerment

Performance Management & Commercial Impact:

• Implement robust performance management systems and problem-solving frameworks
• Translate operational improvements into measurable client value (SLAs, quality, efficiency, insight)
• Partner with Program Directors to support account growth, retention, and margin targets
• Develop ROI models and case studies that demonstrate the impact of transformation

Key Performance Indicators (KPIs)

• Operational Improvements: 15–25% productivity gains, 10–15% quality improvement, 20–30% cost reduction
• Speed to Competency: 30–40% reduction in onboarding time for new hires
• Scalability: Support growth to 1,000+ employees with minimal increase in complexity
• Continuous Improvement: 25+ employee-generated improvement initiatives implemented per quarter

Requirements
Education & Experience:

• Bachelor’s in Industrial Engineering, Operations Management, Business Administration, or related field (MBA or Master’s preferred)
• 12+ years in BPO, contact center, or shared services operations
• 5–7 years leading large-scale transformation initiatives across multi-site, multi-country operations
• Proven track record improving efficiency, quality, cost, and scalability
• Experience operating in emerging markets (Africa, Southeast Asia, Latin America) preferred
• Direct experience implementing Lean, Six Sigma, or similar operational excellence frameworks

Technical & Functional Skills:

• Expert knowledge of BPO frameworks: SOPs, quality, workforce, training, and performance management
• Technology fluency: CRMs, WFM, quality platforms, analytics/BI tools
• Understanding of AI applications in BPO: chatbots, speech analytics, automated QA, predictive routing
• Financial acumen: ROI modeling, cost-benefit analysis, P&L impact

Leadership & Strategic Competencies:

• Visionary thinking with ability to diagnose complex operations and deliver actionable plans
• Exceptional influencing and stakeholder management at executive and frontline levels
• Change leadership and execution excellence
• Data-driven decision-making, resilience under pressure, and cross-cultural competence