Business Analyst, Strategic Operations at Hugo Technologies

About Us
What You’ll Be Doing

• We are looking for a great problem solver, an excellent relationship builder, a project manager, and a process optimizer.
• The role is focused on process excellence to scale our operations.
• Review and re-imagine policies, processes and manage end-to-end projects and programs that involve conceptualization, design and technology implementation.

You’ll Own
Process Excellence

• Conduct time and motion diagnostics to explore opportunities of process redesign across Shared Services and Service Delivery workstreams
• Identify and implement process improvements as needed to enhance the customer experience, quality and productivity
• Improvements could be in any area that directly or indirectly impacts customer experience (eg, processes, systems, people/skill sets and training)
• Identify opportunities for process automation to support the ongoing growth and scaling of operations
• Draft process documentation, SOPs and identify quality controls to constantly upgrade both client and workforce experience
• Build a knowledge repository of SOPs and best practices
• Develop and implement a comprehensive internal audit framework derived from SOPs and service-level agreements

Project Delivery

• Lead and manage projects related to process optimization and automation
• Partner with cross-functional teams (incl. IT, Operations) to effectively deploy technology solutions
• Manage the communication of overall project plans, progress, and risk to stakeholders across the organization
• Effectively prioritize with agile project management principles to ensure timely delivery

Data Analytics

• Build and maintain data-driven dashboards to track key performance indicators (KPIs) and quality metrics across Shared Services and Service Delivery workstreams
• Analyze data and identify trends to propose data-driven solutions for process improvement
• Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert on lagging/leading KPIs

What Success In This Role Looks Like

• Short-term: Successful build out of processes, controls and sustainable routines for a global compliance program
• Mid-term: Identify and launch initiatives derived from the engagement channels to improve the workforce experience and steer operational performance

Qualifications & Experience

• Proven track record in optimizing core business processes, backed by evidence
• Use of robust, yet flexible optimization methodologies, driven by analytical thinking
• Success in both startup and mature organizational settings, with a deep grasp of excellence standard
• Proficiency in Advanced MS Excel or Google Sheets, and intermediate skills in productivity tools like Google Workspace or Microsoft Office
• Proficiency in data interpretation and manipulation, with meticulous attention to detail
• A problem-solving mindset with a strong sense of accountability and mentorship skills, capable of delivering structured solutions to challenges and thriving in ambiguous situations
• Strong communication skills and ability to excel in a fast-paced environment