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