SunStream Business Services

Manager

• Lead delivery of functional business application support and ensure timely resolution of configuration, data, and processing issues
• Oversee production processes including batch processing, credit bureau reporting, customer correspondence, and tax form generation
• Own product management for customer correspondence and year-end tax reporting
• Establish and monitor service levels, performance metrics, and continuous improvement initiatives
• Drive root cause analysis, process optimization, documentation standards, and audit readiness, including ICFR controls
• Lead, develop, and coach business applications analysts and contractors
• Establish ownership and cross-training to ensure application support coverage and continuity
• Set performance expectations and foster accountability, collaboration, and customer focus
• Manage staffing, resource planning, and team development
• Serve as primary escalation point for application support and ensure a positive client experience
• Partner with business leaders, Customer Success, and Account Management teams
• Communicate application performance, trends, risks, and improvement opportunities to stakeholders
• Collaborate with Service Desk, Product, IT, Security, and development teams
• Manage print, mail, and tax reporting vendor relationships
• Lead support readiness for enhancements, upgrades, conversions, and platform transitions
• Translate client feedback and support trends into product, process, and service delivery recommendations

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Manager, Business Applications Support