Denova Consulting

Risk

• 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
• Ensure all documentation is audit-ready and aligned to governance and compliance requirements at all times
• 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

Process Governance and Operations Lead

Business Analyst

• Own the end-to-end requirements lifecycle across Finance and Procurement initiatives — from stakeholder discovery and process analysis through to solution validation and adoption
• Lead current-state and future-state process analysis across P2P, O2C, Vendor Management and Procurement-to-Contract, independently identifying root causes of inefficiencies and recommending targeted improvements
• Drive requirements-gathering workshops and stakeholder sessions with Finance, Procurement, BPO and IT leads — challenging assumptions, resolving conflicting requirements and bringing clarity where there is ambiguity
• Produce and own high-quality BA artefacts — BRDs, functional specifications, process maps, use cases, user stories and gap analyses — that are precise enough for IT to build from and clear enough for business teams to sign off on
• Lead change initiatives end-to-end, including impact assessments, solution design input, UAT planning and execution, and ensuring full business readiness before go-live
• Provide process analysis, insights and reporting to support governance reviews, decision-making and continuous improvement discussions
• Develop and maintain SOPs, process maps, and RACIs while supporting ServiceNow workflow enhancements and change requests through the application of Finance and Procurement process expertise
• Engage stakeholders across Finance, Procurement, BPO and IT through workshops and governance forums, preparing materials and communication packs that ensure process changes are clearly understood across all groups

Process Governance and Operations Lead

Senior Business Analyst – Finance, Procurement