Coordinate day-to-day operational activities across Finance, Procurement, Banking and BPO processes, including maintaining trackers, preparing materials, capturing meeting outputs and ensuring follow-up actions are completed on time
Produce process insights, operational summaries and analysis to support governance reviews, compliance activities and continuous improvement discussions
Monitor offshore BPO workload distribution, SLA/KPI performance and queue trends, escalating risks, backlogs and recurring issues for prioritisation and resolution
Develop and maintain process maps, SOPs, RACIs and work instructions, ensuring all documentation is accurate, version-controlled and aligned to global standards
Support the ongoing maintenance of the ServiceNow framework by updating workflows, ticket structures, categories and service catalogue flows to accurately reflect Finance, Procurement and BPO operational processes
Manage IT Change Requests end-to-end by coordinating impact assessments, tracking progress and ensuring all governance and documentation requirements are met before sign-off
Engage stakeholders across Finance, Procurement, BPO and IT teams through workshops, governance forums and regular touchpoints, ensuring process updates and changes are clearly communicated and understood across all groups

Bachelor's degree in Finance, Accounting, Business or a related field — mandatory
Master's degree in Finance, Accounting or an equivalent professional experience is a strong plus
Minimum 4+ years of experience in Finance Operations, Shared Services or BPO environments — mandatory
Strong working knowledge of end-to-end Finance processes (e.g., P2P, O2C, Procurement Operations) — mandatory
Hands-on experience with ServiceNow — mandatory
Hands-on experience in process documentation including SOPs, process maps and RACIs — mandatory
Fluent in English, both verbal and written — mandatory
Proficient in Excel (advanced) and Power BI
Strong understanding of process governance and SLA/KPI management
Confident communicator with strong stakeholder engagement and facilitation skills
Ability to manage multiple priorities in a fast-paced, global environment

Process Governance and Operations Lead

Key skills