Latest Jobs at Hugo Technologies

• The Manager, Operational Excellence is responsible for establishing and maintaining the integrity of Hugo’s 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 Hugo’s 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 You’ll Need
Required Experience and Skills

• 5–8+ 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)

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What You’ll Be Doing

• The Change & Adoption Manager is responsible for ensuring that significant organisational changes at Hugo, new processes, tools, structures, service lines, and ways of working, translate into sustained behavioural change across the workforce and management personnel. The role reports to the VP of Operations and owns the end-to-end change management lifecycle: from initial portfolio intake and impact assessment, through stakeholder engagement, communication, and enablement, to adoption measurement, intervention, and long-term sustainment.

Core Responsibilities
Change Portfolio Intake and Prioritisation

• Establish and maintain a centralised change portfolio, a structured register of all active and planned change initiatives across the division that affect the workforce, management, or operational processes
• Define a standardised intake process for new change initiatives: when a project, process redesign, tool deployment, or organisational restructuring is initiated, it is assessed through a consistent framework before change management resources are committed

Impact Assessment and Change Planning

• Conduct a structured impact assessment for each initiative and quantify the magnitude of the shift from current state to future state
• Develop a resistance map that anticipates where and why resistance is likely to emerge
• Align the change management plan with the project delivery timeline

Sponsorship Activation and Stakeholder Engagement

• Identify the primary sponsor for each initiative and work with them to define their specific role in driving adoption
• Identify and activate change champions within affected teams and projects
• Manage stakeholder engagement as a continuous activity by maintaining regular touchpoints to build awareness, address emerging concerns, and sustain commitment through the transition

Communication and Enablement Execution

• Execute multi-channel communication plans tailored to each audience segment: front-line agents, QAs, Leads, Managers, and senior leadership
• Deploy practical adoption support materials at the point of need: quick-reference guides, FAQs, decision trees, troubleshooting resources, and accessible feedback channels

Adoption Tracking and Corrective Intervention

• Define adoption metrics for each initiative that measure actual behavioural change
• Escalate systemic adoption failures to senior leadership with clear evidence, root cause analysis, and recommended corrective action

Sustainment and Ownership Transfer

• Conduct post-implementation reviews for each major initiative
• Design and activate sustainment mechanisms that prevent regression
• Execute a structured ownership transfer
• Report to senior leadership on the cumulative impact of change management investment

If you are excited about delivering the following outcomes, then this role is for you

• Major organisational changes that achieve sustained adoption, measured by behavioural compliance rather than announcement reach
• A structured, repeatable change management methodology that scales with Hugo’s growth and increasing operational complexity
• Reduced change fatigue across the workforce and management through disciplined portfolio management and coordinated sequencing of concurrent initiatives
• Clear, evidence-based visibility into adoption progress that enables senior leadership to make informed decisions about where to invest and where to intervene
• A codified change management playbook that builds institutional capability and reduces dependency on individual expertise

What Qualifications You’ll Need
Required Experience and Skills

• 5–8+ years in change management, organisational transformation, or programme management roles with a significant change management mandate
• Demonstrated experience leading end-to-end change management for operational, technology, or structural transformation initiatives in high-growth, operationally intensive environments
• Strong measurement orientation, able to define meaningful adoption metrics, track them rigorously, and translate data into actionable intervention strategies

Strongly Preferred

• Experience in BPO, AI operations, or managed services environments where operational changes directly affect distributed, front-line workforce behaviour
• Prosci certification or equivalent formal change management qualification
• Experience designing and deploying change champion networks in distributed, multicultural organisations

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What You’ll Be Doing

• The Manager, Learning & Development is responsible for building the management and operational capability that enables Hugo to deliver consistently at scale. The role reports to the VP of Generative AI Operations and owns the end-to-end capability development lifecycle: defining what excellence looks like for Hugo managers, assessing the current capability baseline, designing and building the learning architecture to close gaps, delivering and embedding programmes across the organisation, measuring impact against operational outcomes, and continuously evolving the system as the business grows.

Core Responsibilities
Capability Standard Definition

• Detail and codify the Hugo Manager Competency Framework, a structured definition of the knowledge, skills, behaviours, and judgment standards required of managers at each level (team lead, manager, senior manager)
• Codify the Hugo Manager Toolkit, the comprehensive set of frameworks, templates, playbooks, checklists, tools, and reference materials that operationalise the competency framework into daily management practice

Capability Assessment & Gap Analysis

• Design and deploy a structured capability assessment across the management population, combining self-assessment, manager assessment, 360-degree feedback, and performance data analysis to produce a multi-dimensional view of each individual’s capability profile
• Map assessment results against the competency framework to produce capability heatmaps that reveal patterns

Learning Architecture Design

• Design a tiered learning architecture that serves the full manager lifecycle
• Develop the learning calendar and sequencing plan

Content Development and Resourcing

• Develop foundational training content in-house: facilitator guides, participant workbooks, case studies, assessment instruments, and reference materials for relevant modules
• Facilitate the development of digital learning assets for self-paced delivery: e-learning modules, microlearning content, and interactive simulations that complement instructor-led programmes

Programme Delivery and Embedding

• Execute a phased rollout plan that sequences delivery by priority: highest-impact gaps first, most critical management populations first, and foundational programmes before advanced modules
• Support individual managers in developing personalised development plans that complement structured programmes

Impact Measurement and Continuous Evolution

• Define and track outcome-based L&D metrics that connect learning investment to business performance
• Produce regular reporting for senior leadership on L&D programme health, capability trajectory, and return on development investment
• Continuously evolve the competency framework, curriculum, and toolkit as Hugo’s operating model matures

If you are excited about delivering the following outcomes, then this role is for you
 

• A codified Hugo Manager Competency Framework and Toolkit that define and operationalize management excellence across the organisation
• A structured, scalable learning architecture that builds manager capability progressively and keeps pace with Hugo’s growth
• A self-reinforcing development system where capability assessment, learning intervention, and impact measurement form a continuous cycle

What Qualifications You’ll Need
Required Experience and Skills

• 5–8+ years in Learning & Development, Organisational Development, Capability Building, or General Management roles, with at least 2 years in a management or lead capacity
• Demonstrated experience designing and delivering end-to-end management development programmes in high-growth, operationally intensive environments
• Experience building competency frameworks, conducting capability assessments, and translating gap analysis into structured learning curricula
• Proficiency in learning management systems (LMS), e-learning development tools, and L&D analytics platforms
• Strong measurement orientation, able to define outcome-based metrics, track them rigorously, and connect L&D investment to operational performance

Strongly Preferred

• Experience in BPO, AI operations, or managed services environments with distributed, multicultural management populations
• Familiarity with capability maturity models and their application to manager or leadership development planning
• Experience designing development programmes for managers