Process Governance and Operations Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee daily operational tasks across Finance, Procurement, Banking, and BPO processes, which includes maintaining trackers, preparing materials, documenting meeting outcomes, and ensuring timely completion of follow-up actions.

• Generate process insights, operational summaries, and analyses to aid governance reviews, compliance initiatives, and discussions on continuous improvement.

• Keep track of the offshore BPO workload distribution, SLA/KPI performance, and queue trends, while escalating risks, backlogs, and recurring issues for prioritization and resolution.

• Create and sustain process maps, SOPs, RACIs, and work instructions, ensuring all documentation is precise, version-controlled, and compliant with global standards.

• Assist in the ongoing upkeep of the ServiceNow framework by revising workflows, ticket structures, categories, and service catalogue flows to accurately depict Finance, Procurement, and BPO operational processes.

• Oversee IT Change Requests from start to finish by coordinating impact assessments, monitoring progress, and ensuring all governance and documentation requirements are fulfilled prior to sign-off.

• Collaborate with stakeholders across Finance, Procurement, BPO, and IT teams through workshops, governance forums, and regular meetings, ensuring that process updates and changes are effectively communicated and comprehended by all parties involved.

⛳️ Requirements

• Bachelor's degree in Finance, Accounting, Business, or a related field — required.

• Master's degree in Finance, Accounting, or equivalent professional experience is highly desirable.

• A minimum of 4+ years of experience in Finance Operations, Shared Services, or BPO environments — required.

• Strong working knowledge of comprehensive Finance processes (e.g., P2P, O2C, Procurement Operations) — required.

• Practical experience with ServiceNow — required.

• Proven experience in process documentation, including SOPs, process maps, and RACIs — required.

• Fluency in English, both spoken and written — required.

• Proficient in Excel (advanced level) and Power BI.

• Strong understanding of process governance and SLA/KPI management.

• Confident communicator with effective stakeholder engagement and facilitation capabilities.

• Ability to juggle multiple priorities in a dynamic, global environment.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible working hours and remote work options.

• Engaging work environment with a focus on teamwork and collaboration.