Application Managed Services Quality Assurance & Service Enablement Manager II (PB, IN, 160059)

The person in this individual contributor role demonstrates a high level of professionalism, utilizing their deep knowledge of Bunge's business, structure, and strategy to develop innovative solutions that enhance outcomes and resolve complex challenges. They are focused on building strong partnerships, influencing effectively to gain commitment, and fostering talent by coaching others to grow in their current or future roles. This role drives exceptional results through high standards, focusing on key priorities, ensuring strong organization, and proactively preparing others for change. Responsibilities include ensuring the quality of Application Management Services (AMS) and enabling seamless service delivery, optimizing processes, and championing continuous improvement initiatives within BT Global Business Operations.

Essential Functions: Main Accountabilities

Define, implement, and lead strategic initiatives for Application Management Services (AMS), Quality Assurance (QA) and Service Enablement (SE), setting standards and driving continuous improvement across the application landscape.

Establish and govern robust AMS quality frameworks, overseeing all QA activities (e.g., functional, performance, security testing) to ensure application integrity, reliability, and compliance with standards and regulations.

Apply acquired expertise to analyze and solve complex problems within the AMS domain, especially those without clear precedents.

Enhance AMS team capabilities through training and process improvements, foster a proactive quality culture, and streamline service delivery processes to improve efficiency and user satisfaction.

Act as the organizational subject matter expert in AMS QA and SE, providing authoritative guidance and resolving complex, unprecedented challenges.

Identify and mitigate quality-related risks, ensuring stringent adherence to internal policies, external regulations, and Service Level Agreements (SLAs).

Contribute to the development of short to mid-term talent optimization plans within the functional area, fostering professional growth.

Recognized as an expert in quality assurance and service enablement within the organization, influencing departmental plans and recommending best practices.

Accountable for the results and performance of large and moderately complex projects within AMS quality and service enablement.

Provides input on resource planning and policy development related to service quality and operational effectiveness.

Addresses issues with impact extending beyond the immediate team, leveraging knowledge of related disciplines.

AMS service quality metrics (e.g., defect rates, incident recurrence, SLA attainment).

Effectiveness of quality assurance processes and controls.

Adherence to best practices in service enablement and delivery.

Successful implementation of service improvement initiatives.

Stakeholder satisfaction with AMS service quality and efficiency.

Applying deep expertise to analyze and solve complex problems in quality assurance and service enablement without clear precedents.

Identifying applications of functional knowledge and existing methodologies to resolve challenging service delivery issues.

Anticipating internal and/or external business challenges or regulatory issues impacting AMS quality and recommending strategic improvements.

Taking new perspectives on existing solutions to drive innovation and efficiency in service delivery.

Manages operational plans, large projects, and/or processes with limited oversight from management.

Leads and/or participates with comparable influence in significant projects and initiatives.

Provides leadership and guidance to professionals and support staff within the scope of quality assurance and service enablement.

Key Relationships, Stakeholders & Interfaces (External & Internal): This role will collaborate extensively with various internal teams including AMS service delivery teams, IT operations, project managers, business stakeholders, and other CoE functions. External relationships may involve working with vendors, auditors, and industry quality assurance bodies.

In-depth knowledge of Quality Assurance methodologies, tools, and best practices (e.g., ISO, ISTQB, CSQE, ITIL v4, Six Sigma Green Belt).

Strong analytical skills for identifying trends, root cause analysis, and performance monitoring.

Ability to develop and implement robust quality control and service improvement plans.

Excellent communication, presentation, and interpersonal skills to influence and collaborate across diverse teams.

Proficiency in data analysis and reporting tools.