Jobs 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

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Description

• We are seeking to employ FP & A Manager. This is a Remote job (with cross-time zone coordination across US and Africa
• Successful candidate will works closely with the US Financial Controller, Staff Accountant, CFO and other finance and management team members
• Lead financial planning, analysis, and performance reporting across Hugo’s global operations.
• Provide data-driven insights that improve margin visibility, working capital efficiency, and decision quality.
• Partner closely with the CFO, Controller, and cross functional teams to build a disciplined, scalable financial rhythm that supports profitable growth and near real-time visibility into business performance.

Key Responsibilities
Financial Planning and Forecasting:

• Manage annual budgeting and rolling forecast cycles across all entities.
• Consolidate inputs from operations, sales, and finance to build reliable, data-driven forecasts.
• Analyze revenue, cost, and margin drivers to identify opportunities.
• Maintain driver-based models linking headcount, billing, and productivity to financial outcomes.
• Support longer-term planning and scenario analysis to evaluate growth and investment priorities.
• Ensure forecasting and budgeting processes reflect clear financial principles aligned with company objectives and support disciplined decision-making.
• Prepare financial forecasts and models used for various scenarios and stakeholders including but not limited to investor, lender, or management.

Management Reporting and Performance Insights:

• Develop and maintain the monthly management reporting pack, including P and L, variance commentary, KPIs, and dashboards.
• Ensure alignment between financial results from the Controller and operational KPIs from business leads.
• Translate data into clear, actionable insights for leadership and board reporting.
• Present monthly insights on margin trends, client profitability, and cost performance.
• Track and analyze working capital and liquidity metrics in partnership with the Controller.
• Incorporate functional KPIs and outcome metrics into monthly reporting to strengthen visibility into performance trends.

Business Partnering and Decision Support:

• Collaborate closely with cross functional teams to translate business metrics into financial impact and forecast implications.
• Support client and project-level margin analysis, pricing models, and cost improvement initiatives.
• Partner with the Controller to align forecast versus actual results and recommend corrective actions.
• Build trust with business leaders through timely, data-backed insights that improve accountability and resource allocation.
• Provide timely visibility into the financial impact of cross-functional decisions to ensure alignment between operational actions and financial expectations.

Systems, Data and Automation:

• Support the CFO and Controller in developing a scalable reporting infrastructure in NetSuite and BI tools such as Power BI.
• Streamline data flows between accounting, billing, and reporting systems to enable near real-time visibility.
• Own the integrity of FP&A models and reporting definitions to ensure consistency and data quality.
• Drive automation of recurring reports and variance analysis to reduce manual effort.

Treasury and Cash Flow Planning:

• Support the CFO in cash flow forecasting, liquidity analysis, and funding planning.
• Model the impact of transactions on group cash position.
• Prepare sensitivity analyses for working capital and debt covenant compliance.

Continuous Improvement and Collaboration:

• Establish monthly performance review rhythms with entity and regional leads.
• Maintain a structured monthly planning and review rhythm to ensure consistency, clarity, and forward visibility across functions.
• Continuously improve accuracy and efficiency of budgeting, forecasting, and reporting processes.
• Prepare analysis and data packs for lenders and external stakeholders, ensuring alignment with internal forecasts.
• Support ad hoc strategic or financial projects that enhance decision-making and operational visibility.

Qualifications Required (Non-Negotiable)

• Education: Bachelor’s Degree in Finance, Accounting, Economics, or related field. MBA or CFA is a plus.

Experience:

• 5 to 10 years in FP&A, financial modeling, or business finance roles, ideally within a multi-entity or service-based business.

Technical Skills:

• Advanced proficiency in Excel or Google Sheets and financial modeling.
• Familiarity with NetSuite and Power BI for reporting automation.
• Strong understanding of P&L structure, working capital, and cost allocation.
• Experience consolidating data across multiple entities and currencies.

Soft Skills:

• Strong analytical and storytelling ability with the ability to translate data into clear insight.
• Excellent communication and stakeholder management skills.
• Collaborative, proactive, and comfortable operating in ambiguity.
• Hands-on, willing to build as well as analyze, suited to a lean, high-performance finance team.
• Demonstrates hunger to learn, takes ownership of outcomes, and brings a positive, solutions-oriented attitude to cross functional work.

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Key Responsibilities

• Lead product discovery efforts, including client interviews, internal workshops, and market research to identify new product opportunities.
• Translate operational pain points into clear product concepts and solution proposals.
• Define and manage product roadmaps, balancing quick experiments with longer-term bets.
• Run rapid pilots and MVPs to test new ideas with real clients before scaling.
• Work with internal and external engineering teams to define requirements and guide delivery.
• Partner with sales and CX leadership to support product positioning, pitches, and pilots.
• Help turn experimental solutions into repeatable offerings.
• Track product performance and impact (adoption, revenue, cost savings, client satisfaction).
• Drive cross-functional execution across operations, engineering, analytics, and commercial teams.
• Influence senior stakeholders through structured thinking, data, and clear communication
• Document learnings and build repeatable playbooks for new product launches.

Qualifications & Experience

• 4–8 years experience in product management, IT Project Management, strategy, operations, or related roles.
• Strong understanding of modern product practices (discovery, experimentation, iterative delivery).
• Proven ability to work across technical and non-technical teams.
• Comfortable operating in ambiguous, fast-changing environments.
• Strong problem-solving, communication, and stakeholder management skills.
• Experience launching new products or services (0→1 or scaling).

Nice to Have:

• Experience in B2B, SaaS, CX, marketplaces, or AI-enabled products.
• Exposure to automation, analytics, or LLM-powered tools.