Business Relationship Manager

Job Summary

The Business Relationship Manager – Continuous Quality Improvement (BRM-CQI) works as part of a CQI team of professionals supporting improvement strategies and innovations across the organization. The BRM-CQI is responsible for understanding objectives, strategies, and tactics of the County strategic plan and how business unit change initiatives or improvement plans align with that plan, the County Technology Roadmap, and CIP Governance guidance. As part of the CQI team, the BRM-CQI assists in prioritizing improvement efforts to address gaps and opportunities leading to improved outcomes; develop and implement improvement plans involving change in people, process, and technology; challenges the business units to continue striving for excellence through change adoption and process improvements that lead to substantial benefits to the residents of Scott County.

Job Description

Essential Duties

Business Analysis – Analyzes business unit needs; Challenges business units to develop creative alternative solutions, considering the full range of costs, benefits, and implementation time estimates for recommendation to and approval by business leaders. Engages business units and their partners in developing, updating, and maintaining foundational documents to support change, including but not limited to process maps, Current State Documents; Collaborative Agreements of Total Cost of Ownership (CATCO); and project charters.   

Performs cost/benefit analysis to make and recommend process improvements, technology solutions, and investment decisions. Synthesizes complex requirements and constraints to generate and recommend feasible and appropriate modifications to the business model, service support and service delivery systems used and executed by the business unit.

Portfolio Management of applications and manages total cost of ownership of all applications with the goal of optimizing systems to full utilization potentially reducing applications and reducing cost.

Value Management – Defines, measures, optimizes, and communicates the value of investments over time to ensure success of business change initiatives. Value management includes activities to track and review performance of processes or technology, identify ways to increase the business value from initiatives and services, and initiate feedback that triggers continuous improvement. Provides stakeholders with insights into the results of business change and initiatives.

Change Management – The BRM-CQI coordinates the development and implementation of program improvement plans to address gaps and challenges negatively impacting business unit performance. Develops and implements performance measures that support evaluation of whether change efforts lead to intended outcomes.  

The BRM-CQI will participate in decision making teams to set priorities, align new strategies with existing organizational plans including the County Strategic Plan; will be able to provide written and verbal presentations outlining key elements of new initiatives or improvement strategies to decision makers. The BRM-CQI will plan for effective adoption and change management strategies throughout the implementation of the improvement plan or project and will have a lead role on the CQI team for change management efforts leading to adoption of change and maximum benefits.

Maintains knowledge of emerging technology and software capabilities. Researches next generation ways of doing business, provides ideas, and recommends opportunities for long-term improvements.   

Works the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during regular business hours or shifts) to communicate with other employees, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals.

Performs other duties as assigned.  

Minimum Qualifications

Requires equivalency of a Bachelor's Degree (Master's in Business Administration is preferred) in Business Administration or Management Information Systems and seven years of experience in business analysis and general management. Business Relationship Management Professional (BRMP) certification is required within first 6 months of employment and Certified Business Relationship Manager (CBRM) certification is preferred. Government experience preferred. Requires experience analyzing process (people, process, technology), collaboration networks, content management and automated workflow, business intelligence metrics and reports, integration practices, analysis supporting Return On Investment and Total Cost of Ownership financial modeling, and knowledge and experience on the implementation requirements to ensure a positive end state. Experience using Microsoft and SharePoint environments are required. One must possess an ability to manage multiple business relationships and influence successful strategies for a multitude of solutions. Preference given to applicants who have the Kaizen or Six Sigma Certification. Must have a reliable means of transportation for the performance of work responsibilities.

Supervisory Controls

This employee is under the general guidance and direction from the Strategy and Performance Director. The employee communicates with all levels of management and staff within the county and as part of the enterprise CQI team, assists with the strategic direction of an assigned division. Decisions and recommendations made will have a significant impact on process re-design and automation, technology investments, project scope, staffing levels, and cost of business operations.   

The employee promotes employee professional development and provides coaching and mentoring to others.

Core Competencies and Abilities

Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge – Knowledge of capabilities and limitations of data processing equipment.  

Knowledge in systems design, architecture, implementation, and technology standards.  

Knowledge of e-business applications, content management systems, use of electronic forms and automated workflow, and business intelligence reporting using KPI's and metrics.   

Knowledge of techniques and analytics to provide financial modeling for return on technology investments, total cost of ownership, pay back periods, and detailed cost-benefits analysis considering both value and economic business drivers for the business unit and the county as a whole.  

Abilities – Ability to function in a self-directed team working in an organizational matrix managed by a County Governance Board, the incumbent's assigned Division Director, and the Chief Information Officer.  

Ability to synthesize and analyze large data sets to determine requirements and the scope of change associated with any improved process design or automation of work activity.   

Ability to determine the appropriate analysis and problem-solving methodologies to use to ensure accurate understanding of a given business model, business process, or value proposition.  

Ability to articulate information clearly to both technical and non-technical audiences; to document procedures in a clear and effective manner; and, to use persuasive negotiating techniques with composure, professionalism, and discretion.  

Ability to teach, tailor, and assert control in a direct but not aggressive way to achieve desired goals.   

Ability to determine which qualitative and quantitative measures would accurately reflect the desired business outcomes for the assigned division and the C\county.  

Ability to create constructive tension in interactions to push the business unit employees and management out of their comfort zone.  

Ability to manage multiple tasks simultaneously without losing focus on priorities, deadlines, and the customer service perspective.  

Ability to manage day-to-day details of multiple tasks and issues, providing regular technical reports, both verbal and statistical, showing status of ongoing initiatives.  

Ability to determine the best packaging and presentation approach of information for accuracy, comprehensiveness, relevance, currency within the industry, and in compliance with expected content, when readying proposals and recommendations for County Governance review and for a wide variety of target audiences.

Ability to use appropriate discretion in dealing with matters of a confidential nature.

Work Environment and Physical Demands

Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting. Evening and weekend hours may be required based on project, services, and systems demands. The position is multi-task oriented and includes periods of stress when balancing the needs/demands of service.

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.

Some work-related travel is required to navigate between County buildings and to attend meetings.