Business Center Manager

We have an opening for a Business Center Manager who will be responsible for overseeing the operations of Firm’s Business Center (“BC”). This individual will be responsible for establishing the strategic and operational priorities that will allow the team to provide best-in-class customer service to our stakeholders. The ideal candidate will be a self-starter who desires to execute the Firm’s vision for a “one-stop-shop” best-in-class center that provides various services to our attorneys and business professionals. This position is also responsible for generating creative ways to work across the Firm/departments and levels to understand their needs to proactively and successfully provide support.

• Manage the day-to-day operations of the BC: oversight of the workflow assignment process, coordination of assignments, monitoring successful completion rates, establishing process and procedure, training and developing BC team members, developing metrics to measure success, and creating improvement plans
• Understand the Firm’s strategic priorities and vision to align the services of the BC better to support stakeholders effectively
• Provide stakeholders with an exceptional customer experience by actively listening to their needs, be creative in solving issues, and communicate the outcome effectively
• Strategically plan the long-term expansion of services and development of department with a goal to consistently improve operational performance
• Act as a liaison for the BC to build and develop relationships with internal stakeholders to understand their needs, establish collaboration points, and identify creative ways of establishing and promoting the services of the BC
• Develop and launch a process of creating and distributing performance surveys regularly to learn more about the effectiveness of the BC and address the areas that need development
• Work with the team to understand the feedback, set action plans in place to address concerns, actively maintain feedback process, and track progress
• Schedule and host recurring departmental meetings to communicate successfully with BC team members regarding updates, new developments, service delivery, and other relevant issues that may impact the BC and the Firm
• Identify, create, and communicate training opportunities for BC team members to enhance skill building
• Provide regular feedback to the team on their performance and professional development
• Understand and communicate the Firm/departmental polices and process, ensure adherence to policies and expectations
• Assist in the annual performance review process, hiring needs, and other ad-hoc needs of the department

• Service mindset and the ability to take initiative, think critically, problem-solve, and assemble/coordinate appropriate resources
• Displays excellent leadership skills (e.g., organizing, planning, problem-solving and decision-making necessary for effective management of the team and department)
• Demonstrate tact, integrity, professionalism, and respect for others (internal & external) and the ability to maintain strict client confidentiality
• Influences individuals and situations by anticipating reactions and applying well-thought-out rationales
• Translates strategies into plans that the team can effectively execute
• Ability to build and maintain strong relationships to gain the trust of attorneys and business professionals across the firm
• Demonstrates the ability to use independent judgment and discretion when making decisions
• Excellent attention to detail, verbal/written communication skills, as well as detailed oriented
• Strong organizational skills that reflect the ability to perform and prioritize multiple tasks and execute efficiently
• Ability to work independently and with a team under limited supervision
• Ability to interact effectively with all levels of firm personnel
• Must be flexible and able to work under tight deadlines in a fast-paced and dynamic environment with competing priorities
• Ability to work effectively in a culturally, educationally diverse, multi-office environment
• Advanced skills in MS office suite

$107,000 - $145,250