Business Center Manager

Job Description:

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

Job Requirements:

Desired Skills and Qualifications:

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

Reporting to the Senior Manager of Legal Administrative Services, the ideal candidate will have 3-5 years of supervisory/managerial experience in the legal industry or professional services firm preferred. Bachelor's degree preferred.