Business Applications & Digital Platforms Manager

The Business Applications & Digital Platforms Manager is responsible for managing and supporting business applications and digital platforms across Al Borg Diagnostics. The role will act as the primary point of contact between business users, vendors, and IT teams to ensure successful delivery, adoption, enhancement, and support of enterprise applications and digital solutions.

The position will focus on improving business processes, driving user adoption, managing vendor relationships, and ensuring that technology solutions effectively support business objectives.

Key Responsibilites:

Business Applications Management

• Manage and support Microsoft Dynamics 365 ERP applications.
• Coordinate business requirements, enhancement requests, and application improvements.
• Work with vendors and implementation partners to resolve issues and deliver enhancements.
• Support application testing, upgrades, and releases.
• Monitor application performance and user satisfaction.

CRM & Customer Engagement Platforms

• Support CRM implementation and ongoing enhancements.
• Coordinate with business users to gather requirements and improve customer engagement processes.
• Manage customer-facing platforms including CRM, WhatsApp Business, and customer communication channels.
• Support user adoption and training activities.

Digital Platforms Management

• Manage website and mobile application enhancement initiatives.
• Coordinate with vendors and business stakeholders on digital platform improvements.
• Monitor website and mobile application performance and user feedback.
• Support implementation of new digital services and features.

Business Process & User Engagement

• Collaborate with business departments to understand operational requirements.
• Identify opportunities for process improvement and automation.
• Support user training and change management activities.
• Ensure applications are aligned with business needs and operational requirements.

Reporting & Analytics

• Coordinate business reporting and dashboard requirements.
• Support Power BI and reporting initiatives.
• Work with business users to define KPIs and reporting needs.
• Assist in improving data quality and reporting accuracy.

Project Coordination

• Participate in application and digital platform projects.
• Track project progress, risks, issues, and action items.
• Coordinate between business users, vendors, and IT teams.
• Ensure project deliverables are completed according to agreed timelines.

Vendor Management

• Manage day-to-day relationships with application vendors and service providers.
• Monitor vendor performance and support quality.
• Follow up on support tickets, enhancements, and project deliverables.
• Ensure compliance with agreed service levels.

AI & Innovation Support

• Support evaluation and implementation of AI-enabled business solutions.
• Assist in identifying opportunities for automation and productivity improvements.
• Promote the effective use of AI tools and digital technologies within business operations.

Experience

• 5–8 years of experience in enterprise applications, business systems, or digital platforms.
• Experience supporting ERP, CRM, or business applications.
• Microsoft Dynamics 365 ERP
• Experience working with business users and external vendors.
• Experience in healthcare, diagnostics, or service industries is preferred.
• Ability to understand data models, relationships, and business reporting structures.
• Familiarity with SQL and database concepts sufficient to understand data sources, validate information, and collaborate effectively with technical teams.
• Experience defining reporting requirements, KPIs, and dashboard specifications.
• Knowledge of data visualization, performance analytics, and management reporting.

Preferred Skills

• Power BI
• Business Process Analysis
• Vendor Management
• Project Coordination
• Digital Platforms Management
• Strong communication and stakeholder management skills
• Strong understanding of business data analysis and reporting concepts.

Key Competencies

• Business Partnership
• Application Management
• Problem Solving
• Project Coordination
• Customer Focus
• Vendor Management
• Process Improvement
• Team Collaboration

Key Performance Indicators

• ERP adoption and utilization
• CRM implementation milestones
• User satisfaction scores
• Application availability and support performance
• Project delivery timelines
• Website and mobile application improvements
• Vendor SLA compliance
• Business process improvement initiatives