Applications Manager

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1 Applications Manager Business Unit: and Delivery Reporting to: Service Manager Direct Reports: Date Created: August 2015 Purpose of the position The Applications Manager provides application management, administration and technical support services in support of the wider Loyalty NZ Ltd business. This includes Application Business Ownership, Administration, Identity and Access management. The role also includes managing enterprise projects & working directly with key business stakeholders. Application Business Ownership activities include matching application capabilities to business needs, owning the end to end development life cycle and all aspects of application problem management. It also includes licencing, configuration & enhancement to software applications. Administration activities include monitoring, providing technical support, configuration, raising incidents with Service Providers, following incidents through to resolution, keeping the business informed of progress, liaising with Participants and Suppliers, managing Software upgrades including testing new release versions, defining new processes and rolling them out, delivery or co-ordination of training material and courses. A key responsibility of all Loyalty New Zealand staff is to proactively pursue continual improvement in their work and to change the way we do things as we strive to be better, faster, cheaper and easier. Organisational position / Virtual Team The role of Applications Manager reports directly to the Service Manager and has a very strong working relationship with all business units at Loyalty NZ. 1

2 Chief Executive Officer Customer Value Programmes Lab360 CTO CFO People & Talent Chief Operating Officer Finance Mgr Assist Accountant Snr Accounts Admin Account Administrators PMO Agile Project Manager Snr Legal Counsel Inform Security & Risk Mgmt Service Mgr Snr Support Analyst Support Analysts Applications Manager Administrators Key Responsibilities 1. Management of applications, owning the end to end development life cycle, licencing, software upgrades, access/identity management and all aspects of problem management: Loyalty Cloud Services Fly Buys member database application Fusion Intranet Application (Sharepoint MOSS Application). This includes developing the Sharepoint Intranet and documentation management system to meet ongoing Business Requirements, using Sharepoint, Sharepoint Designer and third party tools. Oracle Service Cloud (Fly Buys website FAQs, Contact Us, Call Centre Incident Software) Mobile Application (ios & Android) Campaigns Management Application Application) Customer Relationship Management Application (Microsoft CRM Application) Client Portal Application (Oracle Web Centre) Loyalty & Points Calculation Application (Loyalty Host & Points Pro) Reward Me Now Applications & APIs Loyalty Transaction Portal 2. Manage enterprise projects & work directly with key business stakeholders Perform project management including development & implementation Perform business analysis Technical knowledge of API integrations & implementations 3. Manage key vendor & service provider relationships to ensure that the appropriate level of service is provided 4. Business Process Management & Analysis Deliver operational business processes to meet agreed OLA levels Ensure fit for purpose industry standards are used to minimise human error and miscommunication Utilise and enhance applications to improve business processes

3 5. On call support on a scheduled basis for all production processes. On after hours call tree Involves managing issues/incidents out of hours Co-ordinating with other teams & vendors to fix 6. Continuous Improvement Management Supporting teams and colleagues with continuous improvement initiatives Continually evaluate and improve the quality of services provided Proactively seek ways of optimising systems and processes for improvements in efficiency, effectiveness and reduction in cost Proactively seeking way of automating processes to reduce human error and effort 7. Maintains all documentation relating to the execution of allocated tasks. The Loyalty Way 1. Focuses on and contributes towards continuous improvements within the workplace through improving activities and processes to make things Easier, Better, Faster and Cheaper. 2. Contributes towards, and promotes, The Loyalty Way, LNZL s values (the 5Cs ) and the achievement of our desired work environment; specifically an environment that stimulates individual, team and organisational growth and achievements, and encourages our people to think and behave in ways that achieve their goals through co-operative efforts. 3. Establishes and maintains effective relationships: Develops and fosters good proactive working relationships with all internal and external contacts. Ensures suppliers of goods and services conform to the standards of business ethics adopted by LNZL. Operates a methodical round of contacts with other business collaborators to share market and other information of mutual interest. 4. Leads and/or contributes to specific Fly Buys projects. 5. Undertakes additional responsibilities and activities, as and when requested and as mutually agreed with your leader. Physical demands of the role This is not a physically demanding role Most challenging parts of the role 1. Managing a large amount of different applications balancing BAU applications support and project priorities during a period of significant IT systems change 2. Working across different areas of the business that have different and sometimes competing priorities and needs 3. Operationalisation and ongoing support of MVP solutions

4 Key Functional Relationships Internal: External: Reports to Service Manager. Collaborates and liaises with members of the Executive team. Must have an effective working relationship with every other LNZL function and staff members. Fly Buys Shareholders Fly Buys Participants Fly Buys Members Fly Buys Service Centre Working environment Other external Contractors, Suppliers and Service Providers engaged and other businesses 1. Open plan layout and moderate amount of noise that goes with it 2. Very little if no travel required 3. Standard office equipment Delegations of Authority Capital Expenditure: $0.00 Operational Expenditure: $0.00 Authorisation to Hire: Authorisation to sign Contracts: Responsible for: Number of Staff: Budget: $0.00 Revenue: $0.00 Appraisal and Performance Criteria Formal appraisal will occur at least annually or more frequently when performance plans are re-negotiated. Performance will be measured against the performance plan negotiated at the beginning of the reporting period and against the other responsibilities identified above. This job is being carried out successfully when all responsibilities are being met.

5 Person specifications Qualifications Essential: Tertiary IT, Commerce (marketing, economics, business) or other relevant qualification Preferred: Experience & Knowledge Essential: 5+ years of experience in applications systems & software support/administration roles Proven applications management experience Knowledge in service delivery Strong planning, prioritising and organising skills Knowledge of database systems and applications Demonstrated experience working with Document management and collaboration systems, ideally Microsoft Sharepoint Experience with MS Excel and other office productivity software for manipulation and presentation of information Experience with Web & Intranet Design tools Basic Knowledge of SQL Analytical and interpretive skill Problem solving Preferred: Proven ability to identify, report, design and scope new or changes to applications that deliver significant system improvements and create business value. Experience in design and deployment of automated processes People Leadership skills and management experience Skills The ideal appointee should have a high level of the following skills: Oral and written communication, including presentation skills. Interpersonal skills and the ability to negotiate and influence. Project management skills and the ability to meet deadlines. Ability to manage a heavy workload. Analytical, conceptual, problem solving, decisiveness and strategic thinking. Commercial acumen and political savvy. Team-oriented and collaborative management approach.

6 Personal Attributes The ideal appointee should be able to demonstrate: A passion for excellence and a commitment to high standards. Integrity, loyalty to the organisation and a commitment to organisational objectives. A genuine customer service focus, both internal and external. A proactive and open minded consultative approach. Initiative, judgement and ability to creatively solve problems. Be detail conscious. Be a self-starter with the ability to accept responsibility and self-manage. Ability to work under pressure with an achievement focus. Enthusiasm, a thirst for learning and self-development.

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