Operational Processes – Senior Specialist

The purpose of this role is to lead the design, governance, and continuous improvement of operational processes across AGF to ensure workflows are efficient,

standardized, compliant, and aligned with digital systems.

Act as the operational bridge between business teams and systems by translating operational requirements into structured processes that can

be implemented and sustained within CRM, ERP, and related platforms.

Serve as the primary owner of day-to-day process governance, ensuring operational consistency while enabling scalability of AGF programs and

services.

Strategic

• This role is the operational stabilizer within the department and is designed to absorb operational process demand that would otherwise overload leadership roles.
• Owns operational process governance, process documentation, workflow standards, and operational change intake.
• Acts as the primary operational counterpart for workflow-related system changes and process optimization initiatives.

Operational

Key Responsibilities

• Map, design, document, and maintain end-to-end operational processes across key AGF domains (beneficiary lifecycle, grants lifecycle, partner onboarding, approvals, and internal workflows).
• Establish and maintain standard operating procedures (SOPs), process maps, and governance documentation.
• Own and manage the operational change intake process, including prioritization and coordination with systems teams.
• Translate business and program needs into structured process requirements for system configuration and automation.
• Identify inefficiencies, bottlenecks, and manual workarounds; lead continuous process improvement initiatives.
• Support rollout and adoption of new or updated processes through clear documentation and stakeholder alignment.

Governance Responsibilities

• Define and maintain operational process governance standards, including approvals, accountability points, and escalation paths.
• Ensure consistent application of processes across departments and programs.
• Maintain a controlled process catalog with versioning and change history.
• Facilitate governance reviews for major process changes with relevant stakeholders.

Compliance Responsibilities

• Embed compliance checkpoints into operational workflows (e.g., approvals, segregation of duties, audit trails).
• Work with Legal, Grants & Awards to ensure processes reflect regulatory and contractual requirements.
• Ensure operational processes support PDP-compliant handling of beneficiary, partner, and staff data.
• Support audit readiness by maintaining traceable and documented process flows.

Data Accountability

• Ensure processes capture required data fields consistently and accurately at the point of operation.
• Collaborate with MERL and Data Analyst to align process design with KPI and reporting requirements.
• Reduce data quality issues by eliminating inconsistent or manual process variations.
• Assess downstream reporting and analytics impacts before approving process changes.

Systems Accountability

• Act as business process owner for workflow configuration requirements within CRM/ERP platforms (Microsoft Dynamics preferred).
• Validate that system workflows reflect approved operational processes.
• Coordinate with Systems Integration and technical teams to test and validate process changes before deployment.

Education

Minimum Bachelor’s degree in Business Administration, Operations Management, Public Policy, International Development, or a related field.

Knowledge & Skill

• Strong experience with process mapping and operational design methodologies (BPMN, Lean, or equivalent).
• Hands-on understanding of enterprise workflow systems (Microsoft Dynamics 365 preferred).
• Understanding of CRM and ERP process logic, approval workflows, and automation triggers.
• Familiarity with workflow automation tools (Power Automate or equivalent).
• Ability to translate operational requirements into structured system specifications.
• Working understanding of reporting, KPI tracking, and data implications of process design.

Experience

Minimum 7 years experience in operational excellence, business process management, or systems-enabled operations roles.

Work Location: Remote