Country Director, Nigeria at Hugo Technologies

Hugo is a Future-of-Work company. We build and manage remote teams in black communities for some of the world’s largest technology and media companies. We specialize in end-to-end machine learning data annotation and omnichannel support solutions that ultimately yield more inclusive outcomes for both black communities globally and our clients.

We are recruiting to fill the position below:

Job Title: Country Director, Nigeria

Job Requisition ID: 20623
Location: Lagos, Nigeria (onsite; frequent client / partner travel as needed)
Contract: 24 months with possibility of extension 

Role Summary

• The successful candidate will lead and scale Hugo’s Nigeria operations.
• You will oversee in-country client delivery, workforce management, legal and regulatory compliance, finance, IT and data security, facilities, and administration reporting into the CEO/Regional Head.
• Your focus will be on operational excellence, cost efficiency, and high client satisfaction. In addition, you will build a high‑performing local management team.

Core Responsibilities
Workforce Management:

• Design and execute workforce strategy: staffing plans, recruiting, onboarding, rostering, performance management.
• Own total rewards: compensation benchmarking, benefits design, payroll accuracy, and incentive plans.
• Oversee learning & development to close skill gaps, reduce churn, and support career paths.
• Manage tooling/platform selection, vendor relationships, and end‑user adoption.

People Leadership:

• Build and lead a local senior team (ops, HR, finance, legal, IT); mentor leaders and drive performance culture.
• Set clear objectives, conduct regular reviews, and manage succession planning.

Finance & Controls:

• Drive cost optimization to meet target cost per billable agent.
• Own country P&L, budgeting, forecasting, and cash management.
• Ensure timely and clean audits (statutory, client, internal); implement strong internal controls and procurement discipline.

Legal & Compliance:

• Ensure compliance with Nigerian labour law, tax, and sector regulations; prepare for and pass client and government audits.
• Own contracts, local statutory filings, work permits/visas (if applicable), and engagement with external counsel.
• Maintain up‑to‑date policies (HR, data protection, security) and lead internal compliance training.

IT & Data Security:

• Partner with IT/security to implement and maintain SOC, network, endpoint protections, and business continuity/disaster recovery.
• Ensure GDPR/DPD/NDPR and client data protection requirements are met; manage incident response and reporting.

Facilities & Administration:

• Manage office/operational sites, workplace safety, vendor contracts, and remote/hybrid site strategies.
• Optimize occupancy and workplace costs; ensure business continuity.

KPIs (Primary)

• Cost per billable agent: $450 (target)
• Client SLA adherence: >=98%
• People NPS: >=7/10
• Government relations: zero fines / zero material regulatory findings
• Revenue retention/client churn (supporting KPI)
• Agent utilization and shrinkage metrics
• Audit findings: zero material exceptions.

Required experience & skills

• Relevant degree; MBA or professional qualification (CIPD, ACCA, CISSP) is a plus.
• 8–12+ years operational leadership in outsourcing/BPO, contact center, or service delivery; 5+ years senior management.
• Proven track record managing country operations in Nigeria or similar African markets.
• Strong P&L ownership, budgeting, and cost optimization experience.
• Deep knowledge of Nigerian employment law, tax, compliance, and audit processes.
• Experience with IT/security frameworks and compliance (NDPR, ISO 27001, SOC 2 desirable).
• Excellent client management, negotiation, and stakeholder engagement skills.
• Data‑driven, process oriented, strong change management capability.
• Fluent in English; strong communication and presentation skills.

What We Offer

• A flexible work environment with strong operational support
• Meaningful autonomy and ownership over high-impact deals
• Competitive compensation
• The opportunity to sell services that create long-term value for clients and their teams.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online