COUNTRY MANAGER + OPERATIONS DIRECTOR ABOUT HUGO: Hugo’s story is a familiar one. One built on the promise of human potential; and the belief that talented individuals + communities can create new realities should the right opportunities present themselves. Hugo’s Mission: To help unlock Africa’s vast reservoir of talent, and provide talented millenials the tools + opportunities to build their new realities. We do so by connecting the best of Africa’s college-educated graduates with the world’s fastest growing tech companies, where they perform a gamut of outsourced functions ranging from ‘omni-channel customer experience’ to ‘back-office support’. Our vision is to develop and empower 10,000 bright, young minds over the next decade, and in turn, offer our clients a new wave of global, fast-moving, tech-savvy millennials who will integrate seamlessly into ongoing work-flows as part of fully distributed teams. Hugo—Live Any Possibility, Build Any Reality.
KEY ATTRIBUTES: A Deep Connection + Commitment To The Mission: Seeking a leader with a proven passion for developing minds and creating opportunities; building and scaling teams/cultures; and above all, giving talented but underrepresented communities the tools to compete on equal footing with a rapidly globalizing workforce. A Track-Record of Operational Excellence, A Knack for Process + The Ability to Build for Scale: A leader with a demonstrated capacity to build people-centric processes, construct an effective operations, and design systems that will last - all from the ground up, and from within an early-stage startup. An Interest In Working Closely With Teams + Building Great Cultures: At Hugo we want to build a world where people work to make a life, and not just a living. Where they love work, their environment/colleagues, and also their growth. We are thus seeking a leader with an aptitude/passion for leading such communities, and one for delivering change through a culture of continuous education, personal growth, and collaboration. THE ROLE: ● Title: Country Manager & Operations Director ● Location: Ibadan (and Lagos), Nigeria
IDEAL CANDIDATE: ● ●
BS/BA degree from a top tier global academic institution A minimum of 5 - 7 years of professional experience, ideally in a management consulting, finance or operations role that included leadership responsibilities
46 RAYMOND NJOKU ST • 3RD FLOOR • IKOYI • LAGOS • NIGERIA PHONE: +1 (917) 696-8147 •
[email protected]
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Seeking a Co-Founder role + responsibilities either prior to, or post an MBA from a top tier program (Harvard Business School, Tuck, Kellogg, NYU Stern, Booth, Stanford GSB, Wharton, Fuqua, Columbia, INSEAD, LBS and others) Startup experience a plus
RESPONSIBILITIES: ● Co-build, lead and optimize every aspect of Hugo’s Nigeria operation, alongside founder ● Work with founding team to scale Hugo to its first 100 employees, and build the processes required to support this growth - talent recruitment, training and retention, culture, and team happiness ● Lead Hugo’s two verticals: (1) Virtual Agents; and (2) Traditional Contact Center Operation ● Oversee key departments including operations, product (i.e. people + process), learning, technology, and employee success ● Develop + implement a performance management system for a growing organization ● Develop and maintain budgets, projections and other financial planning tools ● Complete + conduct quarterly operational reviews and reports ● Create valuable external relationships that help Hugo scale and attract talent KEY CAPABILITIES: ● Strong leader who can build, win over and manage teams, and also design the processes to optimize their effectiveness ● Judgement - strong decision maker, responsible steward of people and capital, and great strategic thinker ● Collaborative leader + team-player, willing to work alongside other team members ● Strategic thinker with strong acumen in the following areas: process design, range planning, lateral thinking, risk assessment, risk mitigation, systems building, infrastructure testing, simulations and contingencies/redundancies planning ● Organized problem solver ● Analytical thinker who prefers data-oriented decision making ● Experience or interest in building/arranging large, cross-cultural teams/communities of people ● Comfortable operating as part of a startup - i.e., unstructured, fast-paced, autonomous environments w/ minimal direction/supervision ● Comfortable living and operating in frontier markets - i.e., not emerging markets but true frontier markets, complete with all their dynamism and challenges IMMEDIATE + ONGOING PROJECTS: 1. CONTINUE ESTABLISHMENT OF HUGO’S FIRST CAMPUS (FOUNDATIONAL INFRASTRUCTURE, PROCESSES + SYSTEMS SETUP): ● Oversee design, establishment + testing of primary + redundancy connectivity plans ● Oversee design, establishment + testing of primary + redundancy power plans (generators, inverters + solar) ● Help design testing and simulation of center’s infrastructure w/ U.S. team
46 RAYMOND NJOKU ST • 3RD FLOOR • IKOYI • LAGOS • NIGERIA PHONE: +1 (917) 696-8147 •
[email protected]
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Design and establish the above in a modular, A/B testable format such that, as much as possible, it is easy to identify, isolate and solve problems; and replicate successful elements Oversee the creation and maintenance of a “playbook” (i.e. detailed manual) for the steps taken, challenges faced, sequence adhered to in successfully getting our first center off the ground; create process for continuous updating and improvement of manual in anticipation of expansion down the road
2. DEVELOP FIRST LEARNING & DEVELOPMENT (“L&D”) CURRICULUM Work closely with learning consultant, based in the U.S. (former Andela and Udemy University Head of Learning & Curriculum) to design launch curriculum ○ Learning consultant will have experience building learning models, L&D programs and onboarding curricula; and needs someone with aptitude to apprenticeship and absorb information 3. STREAMLINE FIRST 50 SEATS ● Execute best-effort training curriculum and on-boarding for first 25 agents (single day shifts) - 75 agent (24/7 capacity of center) ● Micro-manage first few groups of agents and managers, drive attention to detail, quality control, and process adherence such that the right habits are formed, they become self sustaining, and ultimately self educating ● Understand Ibadan + Lagos landscape for talent that will serve as first generation of mid level team leaders ● Oversee creation and maintenance of HR playbook, and lessons learned as part of establishment of first 50 seats ●
Hugo is an equal opportunity employer, who values diversity. We do not discriminate on the basis of religion, gender, ethnic origin, sexual orientation, age, marital status or disability status.
To Apply: Please reach out to Orinola Gbadebo-Smith at
[email protected].
46 RAYMOND NJOKU ST • 3RD FLOOR • IKOYI • LAGOS • NIGERIA PHONE: +1 (917) 696-8147 •
[email protected]
