Business Application Manager

Role Purpose:

The Manager of Business Applications leads the tactical and operational management of all business-facing digital systems across Finance, SCM, HR, CRM, and patient engagement/contact centre platforms. The role ensures the Business Applications Pod delivers consistent operational performance, structured enhancements, and strong business alignment.

Working under the strategic guidance of the Director of Technology, this role transforms strategic objectives into operational pipelines, structured cadences, disciplined execution, and measurable business outcomes.

Key Responsibilities

1. Operational Ownership of Business Systems

• Manage day-to-day operations of ERP, HR systems, supply chain modules, CRM, and omnichannel/contact-centre systems.
• Oversee daily ticket movements, reconciliations, integration monitoring, workflow exceptions, role/SoD hygiene, and audit compliance.
• Ensure stability of core business processes such as accounts payable/receivable, procure-to-pay, hire-to-retire, inventory management, customer engagement, and case management.

2. Delivery Cadence & Execution Framework

• Run weekly and monthly cadences for backlog grooming, sprint planning, UAT cycles, business engagement, and release management.
• Ensure structured execution of all enhancements, BAU tasks, reconciliations, and fixes.
• Maintain operational visibility through dashboards, KPIs, and structured reporting to the Director of Technology.

3. Business Engagement & Requirements Intake

• Maintain strong relationships with Finance, HR, SCM, Marketing, and Contact Centre leadership.
• Gather detailed requirements, validate them, perform solution impact assessments, and convert them into structured technical/functional designs.
• Provide clear operational feedback loops to the Director of Technology for strategic decision-making.

4. Solution Design & Integration

• Lead solution design across modules covering finance, procurement, inventory, HR, CRM, and omnichannel processes.
• Ensure data consistency and alignment with reporting needs, including segregation-of-duty compliance and audit requirements.
• Work closely with integration teams to maintain stable API, FBDI/HDL, and event-based data flows.

5. Vendor Governance

• Govern vendors across ERP, CRM, CX, and business platforms.
• Manage SLAs, escalations, feature adoption, contract renewals, and licensed capabilities.
• Validate vendor deliverables and escalate strategic gaps to the Director of Technology.

6. Team Leadership

• Lead and mentor the Business Applications Pod with clear task allocation, performance tracking, and upskilling plans.
• Ensure staff maintain proficiency in ERP modules, CRM technologies, and contact-centre platforms.
• Support the pod to maintain structure, accountability, and delivery discipline.

7. Reporting, KPIs & Analytics

• Build operational dashboards for business-system performance, adoption, incident SLAs, reconciliations, and backlog insight.
• Provide structured updates to the Director of Technology and business leadership.
• Track and mitigate recurring system/process issues.

8. Compliance, Audit & Data Integrity

• Ensure internal controls, SoD frameworks, financial/audit readiness, and HR confidentiality standards are upheld.
• Maintain documentation, SOPs, configuration guides, and traceability.
• Lead DR, patching cycles, and application hardening activities.

Required Technical & Leadership Skills:

• Strong Oracle hands on functional experience across finance or Technical consulting experience with oracle ERP suite or OAC, ODI and ADW experience.
• Experience with CRM and omnichannel/contact-centre systems.
• Knowledge of integrations, APIs, reporting tools (BI, OTBI, analytics platforms).
• Proven ability to lead operational support teams and manage complex business stakeholders.
• Strong vendor governance and delivery management skills.