Associate Manager - RPA Service Management

Job Title: Associate Manager - RPA Service Management             

Reporting Line: RPA Service Management Lead

Role Purpose Statement:            

The Candidate will be managing end-to-end activities related to RPA BOT Control Room (Blue Prism and Automation Anywhere), Control room Service Request Management, RPA Process Development, RPA Process Maintenance, RPA Monthly / Weekly / Daily Process Performance and Bot Utilization summary reporting within agreed timelines and accepted accuracy levels. Responsible for day-to-day transaction processing and assisting the Developers in workload management, supervising In Progress RPA Projects and evaluation of New RPA Opportunity to create sustainable RPA Project Pipeline, and conducting data & process analysis as required. He will be responsible to Set the strategy for a BI & Analytics and In-house automation project implementation, manage document archiving process, provide enhanced level of customer service to internal and external groups (Bunge Global, Bunge APAC, Counterparties and Statutory teams) and Provide training to other team members on Automation techniques

Key Interfaces: (Internal, External)

Internal: Retained organization department heads, Global Process Owners, Global Service Delivery Leads, Regional Delivery Leads, BBS Finance, HR, and IT Business Partners, Innovation, Continuous Improvement, RPA, and Technology Lead

External: Consultants supporting the program    

Key Performance Indicators:

BOT License Utilization, Service Requests resolution TAT and Percentage of RPA Process termination and Exceptions

Main Accountabilities

Until the BBS organization reaches a proper level of maturity, a majority of the BOT Control room Manager’s responsibilities will be setting up operating model, change management and BOT Control room Management and KPI Reporting:

BBS Build Out

             Define RPA Control room management policies and procedures

             Planning and execution of RPA Processes handed over to RPA Control Room after development of RPA Programs by Developers

             Planning and Reporting of Control room Action Tracker, Control room Tracker and monthly / weekly / daily reporting

             Define and measure BOT Control room KPIs and reporting’s

             Structural implementation of RPA management framework best suitable in Bunge Business Services (BBS)

             Work alongside Project and Functional Lead to maintain transparent communication channel with the BBS leaders by summarizing and reporting on Control room Performance updates and issues.

             Reinforce the use of visual management and other operational excellence proven methods to instill a data-driven and customer-centric culture.

             Provide visibility to areas of risks, inter-dependencies of or conflicts with other business units and regional efforts and recommend and/or implement solutions to address any issues/risks or conflicts.

             Understand and shape leading, and emerging practices based on industry trends and external market intelligence to proactively drive value and high performance for Bunge

BBS Steady State

Service and Project Planning

             Provide training to other team members on Robotics Process Automation techniques, such as Blue Prism and Automation Anywhere Training etc.

             Provide enhanced level of customer service to internal and external groups (Bunge Global, Bunge APAC, Counterparties and Statutory teams)

             Prepare project and implementation plans that ensure the delivery of the local People Plan. Manages functional & cross-functional project teams to ensure targets and milestones delivered as per the plan

             To identify and manage the Areas of RPA Process Improvement so that Process specific Exceptions so that the Exception level can be minimized, and Bot Utilization can be improved

             Measure the effectiveness of the delivery of the RPA Process and create and manage smooth RPA Bot Control room handover.

             Ensure Completeness of RPA Project Documents and provide Audit logs to Audit team to make the Audit Process smooth and effective

             RPA Program Development for Strategic Automation Projects

Operational Delivery

             Set the strategy for RPA (Blue Prism and Automation Anywhere), BI & Analytics and In-house automation project management and Key Reporting

             Working with executive leadership, they select and prioritize projects to ensure work aligns with strategic goals

             Provide training to other team members on Robotics Process Automation techniques, such as Blue Prism and Automation Anywhere Training etc.

             Provide enhanced level of customer service to internal and external groups (Bunge Global, Bunge APAC, Counterparties and Statutory teams)

             Manage document archiving process

             Drive process improvements and efficiency into Service Delivery, ensuring common processes are applied to all agencies and leading practices are adopted through staff training and system enhancements

             Ensure processes operate within the Group’s Sarbanes Oxley program and Standard Policy and Procedures

             Bot Control room Service Request management and reporting

             Reporting of Monthly KPI Performance reporting to senior leadership team.

Relationship Management

             Responsible for building influential and mutually respectful relationships with staff, line managers and leaders across the business

             Optimize and continually develop relationships with Functional Teams and colleagues to provide pro-active functional support to the business

             Establish an effective network both internally and externally. This should include the RPA community to benchmark and learn from best practice and consultancies and third-party suppliers to understand what is happening in the marketplace

             To lead and manage the RPA Control room, ensuring repository of complete Documentation and Approvals for RPA Processes and that we can deal effectively with any peaks and troughs in workload.

             Work alongside Project and Control room Management to maintain transparent communication channel with the BBS leaders by summarizing and reporting on RPA Process Performance updates and issues

Capability Development

             To enhance the leadership capability within BBS by providing appropriate support and challenge to develop skills, knowledge & competence

             To provide facilitation support for the RPA team where appropriate to develop team effectiveness and capability

             Provide expert advice and support as appropriate to the Developers and Process managers for their recurring requests.

Knowledge, Skills and Experience           

             Significant experience in RPA Project Management lifecycle and Bot control room management in a global Shared Services / BPO environment

             Demonstrate expertise in RPA Training content creation

             Experience in RPA Bot Control room Management and RPA Process Development 

             Demonstrate proficiency as a Skilled Trainer

             Learning and Development related e-learning content creator/ mentor along with content lifecycle management for RPA related Projects

             Demonstrated high potential to serve as a thought leader for the BBS organization through knowledge management capabilities

             Drive to assess markets and trends in business services

             Ability to translate market trends into potential areas of opportunity for BBS organization

             Excellent problem-solving and conflict resolution capability

             History of successfully delivering results in a global, cross-functional environment

             Strong RPA & business acumen and curiosity

             An understanding of shared services operating models; experience in a shared services organization

             Working knowledge of leading practices in shared services related to RPA Project Management

             An understanding of enabling technologies required to support a shared service organization

             Strong communications and presentation skills, the ability to make the complex, detailed information clear and actionable, as well as strong influence management skills to gain alignment and commitment

             3 – 5 years of work experience in Process Automation role with Leading BPO / SSC

             Lean Six Sigma Yellow / Green Belt Trained from reputed organization

             Demonstrate proficiency with statistical and process management software, such as Minitab, and flow-charting software or process mapping software (e.g., Visio)

             Basic process knowledge in Finance and Accounting Operations

             Ability to provide high quality level of customer service

             Strong written & oral communications skills in English. Knowledge of Asia languages added advantage.

             Strong problem solving & organization skills

Competencies

             Operational Competencies: Significant background in and high degree of expertise in RPA Control room and RPA Project Management

             Leadership Competencies: Clear written and oral communication skills, Open and able to drive cultural change, Proactive, action- and result-oriented, People and team developer, High-performing problem-solver, Strategic, critical thinker, High degree of passion for establishing a customer-oriented mindset, Knowledge of organizational operations, and key drivers of operational success, Significant alignment to a continuous improvement-oriented mindset

             Technological Competencies: extensive knowledge of current shared services enabling technologies required to enable the BBS, Experience leading RPA Projects using proven methodologies (e.g., Blue Prism, Automation Anywhere.)

             Excellent computer skills and competency in Microsoft Office (Word, PowerPoint, Excel, Outlook, Access, MS SQL)

             Deliver at least 10 RPA Automation Projects having USD 5000 and above impact

Bunge (NYSE: BG) is a world leader in sourcing, processing and supplying oilseed and grain products and ingredients. Founded in 1818, Bunge’s expansive network feeds and fuels a growing world, creating sustainable products and opportunities for more than 70,000 farmers and the consumers they serve across the globe. The company is headquartered in St. Louis, Missouri and has 25,000 employees worldwide who stand behind more than 350 port terminals, oilseed processing plants, grain facilities, and food and ingredient production and packaging facilities around the world.

Bunge is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability or military or veteran status, or any other legally protected status.  Bunge is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled