BPO Operations Analyst

Denova is looking for a Financial Operations Analyst (SSC / BPO) 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.

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:

• Operational process support & coordination — Partner with the Director to coordinate initiatives across Finance, Procurement, Banking and BPO-delivered processes; prepare and facilitate workshops, capture outputs, and drive follow-up actions to completion.

• BPO resource optimisation & SLA support — Support the optimisation of offshore BPO resource utilisation by monitoring workload distribution, routing and workflow efficiency; help build and maintain SLA/KPI reporting for service reviews.

• Process documentation, standards & governance — Develop and maintain process maps, workflows, RACIs and SOPs; keep documentation version-controlled and aligned to global standards, and produce clear work instructions and training materials.

• ServiceNow framework & service catalogue — Support the development and upkeep of the ServiceNow framework — workflows, categories, ticket types, routing rules and service catalogue structures — ensuring the data model underpins reliable KPI, SLA and reporting.

• Stakeholder engagement & communication — Build collaborative relationships across Finance, Procurement, Banking, BPO, IT and the wider business; communicate process updates and changes clearly and prepare materials for governance forums.

• IT change request governance — Act as the operational point of contact for change requests (CRs) affecting Finance, Procurement, Banking and BPO processes; coordinate impact assessments and track CRs end-to-end through the governance model.

Required Skills & Experience:

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

• Minimum 3+ 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

• Proven ability to coordinate and support large or complex projects

• 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