Business Manager (BM)  

ROLE OF THE POSITION

The Business Manager (BM) leads the performance and delivery of resolution excellence by integrating all aspects of the task of resolution excellence and aligning them with the business imperative for an assigned branch office. The BM is accountable for the mentoring and coaching of associates, the provision of superior client service, maximizing business development opportunities and the achievement of their assigned resolution center and the region’s business objectives. The BM facilitates the smooth and effective interface between their Resolution Center and the Irvine Resolution Center and effectively utilizes Irvine resources. The BM serves as an exemplary representative in the community, with a focus on client, neutral & associate service and satisfaction, and client retention in support of company’s Mission, Vision and Values.

SUMMARY DESCRIPTION

The BM is seen in their markets as the "owner" of their assigned area.

The BM ensures that our clients receive and our neutrals and associates provide Resolution excellence in a professional and efficient manner. The BM manages, coaches, mentors, develops and supports associates in the assigned office, specifically on resolution service while focusing on the task of "resolution excellence" in support and achievement of business imperatives.

The BM collaborates with all other regional centers and team members in the development and implementation of strategies that will enhance the delivery of resolution excellence and the achievement of all business imperatives.

Since each center has differing resources and skill sets of its associates, the BM in each center may be required to assume all or part of the responsibilities of the ADR Specialist or other case management position levels at any given time.

A BM should not primarily have case management responsibilities. In circumstances where a BM is required to have case management responsibilities, those duties should not exceed more than 50% of the BM’s time.