Operations Governance Officer

Pharmacare; Metro Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

Pharmacare is seeking an Operations Governance Officer to monitor that approved processes are implemented and followed across the organization. You will conduct process walkthroughs, identify deviations, monitor corrective actions, and escalate issues while ensuring departments stay accountable for operations.

Working cross-functionally with Quality, Compliance, Audit, and Reporting teams, you will provide management with visibility on adoption, gaps, and improvement opportunities.

Qualifications

• Bachelor's degree in a related field and 2–4 years of experience in governance or process improvement.
• Experience reviewing processes, controls, and compliance is preferred.
• Strong analytical and documentation skills with attention to detail.
• Proficient in MS Office and process-mapping concepts.

Responsibilities

• Monitor approved processes are implemented and followed across the organization.
• Conduct process walkthroughs, identify deviations, and document gaps.
• Challenge practices inconsistent with established processes and obtain records.
• Track corrective actions, escalate systemic issues, and report progress.
• Coordinate with Quality, Compliance, Audit, and Reporting teams.

Skills

Process governance

Root-cause analysis

Documentation

Stakeholder management

Analytical skills

Communication

Problem-solving

Independent work

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Process-mapping tools

Job description

Job Purpose

The Operations Governance Officer is responsible for monitoring whether approved operational processes are properly implemented, consistently followed, and working effectively across the organization.

The role conducts process walkthroughs and implementation reviews, identifies deviations and process gaps, challenges unsupported practices, monitors corrective actions, and escalates recurring or significant issues.

The position also identifies opportunities to improve processes based on actual operational experience.

The role provides independent process oversight while ensuring that departments remain accountable for executing and managing their respective operations.

Key Responsibilities

A. Process Governance & Monitoring

• Conduct process walkthroughs and implementation checks against approved policies, SOPs, workflows, procedures, and operational controls.
• Compare approved processes with actual operating practices and identify deviations, skipped steps, workarounds, broken handoffs, missing approvals, and control gaps.
• Professionally question and challenge practices that are inconsistent with established processes or requirements.
• Request relevant explanations, records, approvals, and supporting evidence when reviewing process execution.

B. Process Issue Identification & Assessment

• Determine whether identified issues are caused by non-adherence, unclear procedures, implementation barriers, control weaknesses, or process-design gaps.
• Document process issues, accountable owners, agreed actions, timelines, and resolution status.
• Recommend process clarification, simplification, redesign, additional controls, or other improvements where appropriate.

C. Corrective Action & Escalation

• Monitor agreed corrective actions and follow up on their implementation and resolution.
• Escalate material, recurring, systemic, or unresolved process issues to management.
• Provide management with periodic visibility on process adoption, recurring gaps, unresolved issues, and improvement opportunities.

D. Cross-Functional Coordination

• Coordinate with process owners, Quality, Compliance, Audit, Reporting, and other relevant teams in resolving process-related issues.
• Support implementation and post-implementation reviews of new or revised processes.
• Work collaboratively with different departments while maintaining independent process oversight.

Authority & Boundaries

The Operations Governance Officer is authorized to inquire, question, challenge, request supporting evidence, document process deviations, follow up on agreed actions, and expose process-related concerns within the scope of the role.

The position may recommend corrective actions and process improvements but does not replace departmental management, directly manage employees of other functions, independently change approved processes, impose disciplinary action, or assume ownership of departmental operations.

Matters requiring formal audit, compliance investigation, or specialized review shall be referred to the appropriate function.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Information Systems, Quality Management, or a related field.
• 2–4 years of relevant experience in operations, process improvement, process governance, quality assurance, compliance monitoring, internal controls, operational excellence, or a related field.
• Experience reviewing operational processes, workflows, controls, records, or procedural compliance is preferred.
• Working knowledge of process mapping, root-cause analysis, process improvement, and corrective-action monitoring.
• Proficient in Microsoft Excel, Word, and PowerPoint; familiarity with process-mapping and reporting tools is an advantage.
• Strong analytical, documentation, communication, problem-solving, and stakeholder-management skills.
• Demonstrates objectivity, professional skepticism, assertiveness, attention to detail, and sound judgment.
• Comfortable asking difficult questions, challenging established practices professionally, and escalating issues when necessary.
• Able to work independently and collaborate effectively across different departments and levels of the organization.