Process Governance and Operations Lead

Denova is expanding its team and is looking for a Process Governance and Operations Lead to support the governance and continuous improvement of Finance, Procurement, Banking and BPO operations.

This role is open exclusively to candidates residing in the Philippines and requires midshift availability.

This is not a core accounting role. We are looking for someone who understands how Finance operations work and can make sure they run better through strong governance, clear documentation and effective coordination across teams.

Key Responsibilities:

• 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

Required Skills & Experience:

• 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