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    Business Analyst, Strategic Operations - Lagos, Nigeria - Hugo Technologies

    Hugo Technologies
    Hugo Technologies Lagos, Nigeria

    4 days ago

    Default job background
    Full time
    Description

    ABOUT THE COMPANY

    Good Enough Is Not Good Enough
    Very early on, we made a commitment to only deliver exceptional results and found out firsthand that the reward for good work is more work. The evidence? 95% of our clients required additional services from us within the first 3 months. This is not outsourcing as usual.

    Our workforce of university-educated, native English, French, and Portuguese speakers, have been trained by world-class operators, and are experienced with providing outstanding customer support solutions.

    For us, every interaction is an opportunity to subtract bias, increase value, and ultimately deliver better outcomes for your business.

    JOB SUMMARY

    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.

    RESPONSIBILITIES

    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 OwnProcess 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 agreementsProject 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 deliveryData 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 KPIsWhat 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

    REQUIRED SKILLS

    Account management, Account management, Business development, Ability to coordinate, Planning

    REQUIRED EDUCATION

    Bachelor's degree

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