SeniorFull TimeEN
The Operations & Business Analytics Lead plays a central role in enabling income continuity, cashflow visibility and efficiency, operational integrity, and data-informed decision-making across Greenpeace East Asia’s Fundraising and Engagement (FR&E) department. Operating at the intersection of systems, compliance, and analytics, the role leads the design and governance of critical operational workflows, ensures stability and insight across payment systems, and contributes directly to financial and strategic planning.
With regional responsibility across Hong Kong, Taipei, Seoul, and Tokyo, the role serves as the business process owner for key CRM and Marketing System operations and payment data flows, including payment processing, cancellations, and finance-aligned reconciliation. By aligning system capabilities with business and compliance requirements, the role safeguards income accuracy, improves donor retention, and reduces revenue leakage.
The role acts as a key internal advisor on income, expenditure, and payment performance, providing leadership with actionable analysis on donor trends, payment success, income and expenditure pacing, and operational risks. This business analytics function supports forecasting, budgeting, scenario modelling, and cross-functional prioritisation to help leaders navigate uncertainty and strengthen long-term financial sustainability.
Beyond systems and analytics, the role ensures organisational continuity through clear documentation, eKMS governance, and audit-ready translation of fundraising permit conditions into internal standards. It also provides strategic business analysis on proposed initiatives and changes, helping the department determine what to prioritise, adapt, or not pursue.
Ultimately, the role safeguards and grows sustainable donor income by aligning people, processes, and systems, embedding a culture of reliability, insight, financial resilience, and governance at the core of FR&E operations.
The Operations & Business Analytics Lead is accountable for driving operational excellence, data-informed planning, and income resilience across regional fundraising systems. With direct line management of a Data Reconciliation Specialist and Business Analyst, this role focuses on strategic oversight, process governance, and cross-functional collaboration. Key areas of responsibility include:
Strategic Business & Payment Analytics
Guide and validate analysis on payment success, donor trends, and income pacing to inform departmental planning and strategic long-term decision-making.
Lead the development of income projections and forecasting models, incorporating historical data, campaign performance, and risk variables.
Provide senior leadership with scenario-based insights and actionable recommendations that support income growth, retention, and operational resilience.
Enable the Business Analyst to produce dashboards, payment analytics, and donor/supporter insights that enhance decision-making across the department.
Evaluate proposed fundraising, operational, or system-related initiatives from a business and strategic fit perspective, assessing feasibility, risks, dependencies, and alignment with departmental priorities even where limited data is available.
Budgeting, Cashflow Monitoring & Expenditure Alignment
Monitor income flow and cash position against projected forecasts and fundraising & engagement pacing.
Contribute to budgeting and planning cycles by aligning operational data with financial expectations and risk scenarios.
Advise the senior leadership team on expenditure alignment and funding availability from an income operations perspective.
3. Payment operations & Income continuity
Lead and optimise the full lifecycle of payment processing operations, ensuring secure, stable, and efficient handling of recurring and one-time donations across payment gateway providers such as Global Payment, Payme, and LINE Pay.
Oversee the end-to-end business operations of payment systems from payment gateway setup and schedule coordination to error monitoring, retry logic, and system integration in collaboration with CRM and Finance teams.
Identify payment failure patterns, assess root causes, and coordinate corrective actions to reduce donor churn and income loss.
Supervise the Business Analyst in generating reports and insights on payment performance, and use these to inform operational decisions and improvements.
Ensure that payment-related systems and workflows are well documented, auditable, and aligned with donor experience and finance reconciliation needs.
Cross-Functional Financial Reconciliation & Income Accuracy
Lead reconciliation strategy and quality assurance between Fundraising, Finance, CRM systems and Payment Gateway Provider to ensure accurate income recognition.
Supervise the Data Reconciliation Specialist in identifying and resolving monthly data discrepancies and supporting the finance closing & auditing.
Serve as the escalation point for high-risk or high-impact reconciliation issues.
5. CRM & Marketing System Workflow Design & Business Process Ownership
Act as the business owner of core operational workflows in CRM and Marketing System, including cancellation handling, and income-related data flows.
Define, document, and optimise operational processes that support donor experience, income accuracy, and governance alignment.
Collaborate closely with technical teams to ensure that CRM & Marketing System capabilities reflect business requirements.
Translate strategic or compliance requirements into scalable, system-integrated processes and decision logic
Evaluate and challenge business needs, user requirements, and proposed initiatives for new tools, systems, processes, or ways of working, assessing strategic fit, operational impact, risks, and organisational readiness, and ensuring alignment with fundraising strategy and frontline realities.
6. Documentation & Knowledge Management (via eKMS)
Maintain and govern the FR&E department’s electronic knowledge management system (eKMS), ensuring SOPs, workflows, and compliance documentation are accessible and up to date.
Drive a culture of documentation that supports business continuity, onboarding efficiency, audit-readiness, and cross-team clarity.
Serve as knowledge custodian for the operational memory of the FR&E department.
Embed documentation into daily operations to support onboarding, audit readiness, and cross-team clarity.
7. Fundraising Compliance & Regulatory Governance
Interpret and translate fundraising permit regulations into internal processes, controls, and documentation for HK, TW, and KR offices.
Establish methods, documents and build systems that ensure operational readiness for compliance reviews and audits.
Maintain oversight of documentation practices that support governance assurance.
Proven experience (5–7+ years) in nonprofit operations
Expertise in digital payment platforms and donor management systems (Salesforce, HubSpot preferred).
Demonstrated skill in data and business analysis (Excel, SQL, or visualisation tools), income forecasting, and reporting.
Strong understanding of financial reconciliation, budgeting support, and expenditure tracking.
Familiarity with fundraising regulations and governance implementation, especially permit-based compliance.
Experience in cross-functional project coordination and systems thinking.
Clear, professional communicator with the ability to influence and align diverse stakeholders.
Proven project management knowledge & skills are preferred.
Regional cross-office collaboration (HK, TW, KR, JP) with engagement across departments and cultures.
A hybrid working environment with flexibility for remote and office-based coordination.
Requires adaptability, self-leadership, and comfort working with multiple stakeholders across functions and time zones.
Occasionally required to support change initiatives, cross-team capacity building, and process/system rollouts.
