BPO Operations Analyst

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Denova Consulting

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤝 B2B

⚡ Productivity

☁️ SaaS

B2B • Productivity • SaaS

Denova Consulting is a company that specializes in enhancing procurement processes through expert Source-to-Pay (S2P) services. They offer digital transformation guidance, temporary or ongoing support for S2P teams, and expert solutions tailored to specific S2P needs. Their Colleague-as-a-Service model allows businesses to scale S2P teams dynamically, offering flexibility and cost efficiency. Denova's services include supplier enablement to streamline digital procurement processes, as well as Power BI Solutions for robust business intelligence and data-driven decision making.

📋 Description

• 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