Manager, Operational Excellence, Generative AI Operations

Qualifications & Experience

• 5–8+ years in operations auditing, process excellence, quality assurance, or operational governance roles within high-volume, operationally intensive environments
  

• Demonstrated experience designing end-to-end process governance frameworks: from discovery and codification through monitoring, audit, and continuous improvement
  

• Experience building and managing SOP libraries, compliance monitoring systems, and audit programmes
  

• Experience producing audit reports for senior leadership and coordinating with external auditors
  

• Proficiency in process documentation tools, workflow management systems, and data analysis platforms (Excel/Sheets, BI tools, survey platforms)
  

Process Discovery and Systems Mapping

• Conduct a structured discovery across all operational functions to map the end-to-end process architecture
  

• Identify all existing process documentation, including SOPs, project-specific runbooks, client-facing playbooks, and informal practices that exist only as institutional knowledge
  

Process Codification and Standardisation

• Codify all critical operational processes into formal Standard Operating Procedures, working with process owners to reconcile any differences between documented intent and actual practice
  

• Establish a centralised, version-controlled SOP repository with clear taxonomy, ownership, review cycles, and change control protocols
  

Validation

• Design and execute structured validation protocols for newly codified or revised SOPs, testing them against live workflows to confirm they are accurate, complete, and executable by the teams who will use them
  

• Document validation results and obtain process owner approval before proceeding to deployment
  

Deployment and Embedding Across Teams

• Develop practical adoption materials, quick-reference guides, checklists, decision trees, and job aids, that make compliance intuitive for front-line teams
  

• Execute a phased rollout plan that sequences deployment by team, site, or project, allowing for controlled adoption and early identification of implementation challenges
  

Live Monitoring & Periodic Audit

• Design and implement a structured audit programme covering all critical operational processes on a defined cycle
  

• Where independence is required, coordinate with external auditors to ensure separation between process design and process assurance, maintaining the credibility of audit findings
  

• Maintain an audit findings tracker and hold process owners accountable for timely closure of all remediation items
  

Continuous Improvement & Process Evolution

• Synthesise insights from monitoring data, audit findings, operational metrics, and stakeholder feedback to identify recurring process gaps, inefficiencies, and failure modes
  

• Benchmark Hugo’s process maturity against industry standards and client expectations, identifying areas where Hugo should lead versus where it needs to close gaps