BPO Operations Analyst
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Job Description
Financial Operations Analyst managing governance and process improvement for Finance operations. Responsibilities include coordination, documentation, and stakeholder engagement in a BPO setting.
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.
Requirements:
- 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
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