ICT Business Relationship Manager.pdf (2022)

Kent County Council
Job Title:
ICT Business Relationship Manager

April 2012

Business Strategy& Support
Division: ICT
Location: County
Grade: KR15

Responsible to:
Director of ICT

Purpose of the Job:

Work with key stakeholders within KCC, its partners and other agencies, through the network
of BSS Business partners, to gain a full understanding of their ICT requirements, to create
concepts and precedents and to set principles for the use of ICT.

Collate, evaluate and present those interests and requirements to the ICT Divisional
Management Team, representing the combinedinterests of the stakeholders and ensuring
proportionate alignment to theKCC organisational strategy.

Recognised as a trusted partner, represent KCC ICT at any other DMT or equivalent body or
board within KCC, its partners, or other agencies.

Main duties and responsibilities:

Engage with and build positive relationships with both internal and external
stakeholders, including at a national level,to establish and maintain joint working
policies and practices.

Develop and maintain a strong professional presence with elected members, managers
and external bodies to create a positive image of the ICT function.

Maintain a strong understanding of the client’s industry and strategy, and encourage
and assist them in the formation of IT strategies, providing them with access to senior
management and subject experts in thesupplier organisation and elsewhere.
Encourage the management of the clientorganisation to plan and budget for new and
enhanced products and services.

With only minimal direction, create, identify and respond to opportunities for providing
products and services to the client organization via the BSS Business Partners, liaising
with those responsible in own organisation.Promote products and services at a high
level, both internally and externally. Ensureearly ICT involvement in the development of
new products to meet future needs.

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Take full responsibility for the level of clientsatisfaction, at regular intervals or after each
significant delivery of product or service.Respond to clients’ queries and complaints.
Ensure that corrective action is taken by own organisation and by the client
organisation. Facilitate clients involvementin the continuous improvement of the
products and services supplied to them.

Encourage changes in the client organisation’s use of the products and services
supplied so as to increase the benefits it obtains from them, and support client retention.

Advise colleagues, especially those involvedin marketing, selling, and delivery, how to
improve their effectiveness in dealing with theclient organisation. Initiate improvements
in client relationships by, for example,appointing task teams to attend to specific
problems. Manage colleagues in their dealings with clients. Encourage client
participation and review (including the formation of user groups) to facilitate service
improvement and relationships with clients.

Influence the development and enhancementof services, products and systems.
Oversee the management and planning of business opportunities, ensuring that the
divisional management team plan and resourcethe business it expects to achieve with
clients. Evaluate the level and quality of business actually achieved.

Ensure coherence of the change portfolio scope. Ensure that the project portfolio is
proportionate to the organization strategy anduses funds efficiently. Represent both
internal and external clients in negotiatingthe content of the ICT change portfolio,
ensuring that it is clear, coherent and justified.

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Corporate Responsibilities:

All senior staff will operate as one leadership and management community, connecting
across services and drawing togetherstrategy and delivery as appropriate.

All senior staff in Kent County Council will fully engage with staff to understand the detail of
service delivery models and challenge the practice that exists in order to eliminate
unnecessary processes and activities to minimisethe resources necessary to deliver services
to the people of Kent.

All senior staff are Corporate Parents to the Council’s Looked After Children and must take an
active part in ensuring the needs of these children in our care are met.

Customers & Partners

Engage with and build positive relationshipswith customers to ensure that their
requirements are at the centreof the design and delivery of services in accordance with the
Council’s customer strategy.

Ensure that the needs of everyone in Kent aremet by modelling behaviour that fosters equality
of opportunity in service provision and employment.

Contribute to the development and delivery ofthe one Council brand, enhancing the overall
reputation of Kent County Council.

Build and promote successful partnership working with private, voluntary and other public
sector organisations and with service users to deliver more cost effective and valued services.

Commission effective and efficient services through a range of direct delivery, innovative
partnerships and commercial arrangements which meet the three ambitions of the medium
term plan “Bold Steps for Kent”.

Leading Services

Ensure that the Council performs its duties andfunctions in fulfillment of its statutory
obligations. In pursuit of this responsibility, senior managers need to ensure that they,
and their relevant staff, keep abreast of the Council’s changing legal obligations and mandates.
Responsible for ensuring relevant compliance with the financial regulations
and standing orders of the Council.

Responsible for the managerial leadership of those services and functions that are set within
the direction of this post as well as for Council services corporately. Promote managerial
responsibility for cross-organisational teamworking, and across boundaries with other
agencies and partners, to improve services and solve problems in a coherent and integrated

Ensure that relevant and best professional advice, guidance and information is available in
an intelligible and timely fashion to the Cabinet,Scrutiny, all elected Members, as well as to
other stakeholders.

Sustain and improve the overallreputation of the Council and actin the best interests of
Kent through effective representationlocally, regionally and/or nationally.

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Leading People

Demonstrate the Council’s managerial leadership values and behavioural competencies –
providing positive leadership, acting with openness, honesty and integrity, and instilling a
clear sense of direction, priority and pace.Leading people in an inclusive way to deliver
strategic and operational objectives.

Ensure that effective arrangements are in place to secure the overall well-being and the
health & safety of all employees and people delivering services for the Council.

Performance, Finance and Risk

Develop and embed a performance culture thatdelivers results through rigorous open
challenge, personal accountability, disciplinedexecution and continual improvement.

Ensure that all services/functions are delivered within and to budget.

Provide managerial leadership to the improvement of corporate and service performance
by ensuring that resources are targeted on the Council’s priorities and meeting customer

Improve the overall management of resources(financial, human and other) in serving the
public of Kent. Discover new ways to reduce the cost of services to taxpayers and their
overall productivity and value for money toservice users through a range of approaches,
including: the strategic re-design of services and their costs; the use of business and
operational process improvements; the smarter use of supply (through out-sourcing, co-
sourcing and in-sourcing where appropriate);the better use of demand management; and
improved asset management. Ensure managers within the directorate fully use the Council’s
systems, become self supporting through the use of technology and reduce duplication.

Ensure that effective risk management arrangements are in place to minimise the Council’s
exposure to risk and uncertainty. Responsiblefor resilient business continuity arrangements
and robust response and recovery arrangements inthe event of emergencies and critical
incidents locally – in accordance with therequirements of the Council’s Emergency and
Business Continuity Plans.

Promote and ensure compliance with policiesand procedures, all Statements of Required
Practice for managers and the Council’s Code of Conduct.

Take an active role in promoting and ensuring the Council’s responsibilities for safeguarding
are met for adults and children.

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Kent County Council
Person Specification:ICT Business Relationship Manager


Degree or equivalent professional qualifications.

Achieved Kent Manager qualificationor equivalent qualification and/or

experience qualification and/or experience
Experience of working is challenging customer facing environment

Experience of achieving results working through influence rather then

direct authority
Skills &
Able to work with minimal direction.
Able to think and act within broaderpolicy and political environments.
Structured Reviews– Proficient in methods and techniques for structured

reviews, including reviews of technical diagrams, test plans, business

cases and any other key deliverables
Business Characteristics– Proficient in the functional structure of
businesses and other organizations; their mission, objectives, strategies
and critical success factors. Knowledge of organisational culture.
Business Environment- Comprehensive knowledge of the business
environment and organisation relating to own sphere of work (KCC and
suppliers, customers and partners)and an awareness of the structure,
skills and business environment.
Understands the products and services offered by KCC ICT.
Influence, Persuasion and Personal Impact -The ability of an individual to
convey a level of confidence and professionalism, positively influencing
and persuading others to take a specific course of action when there is no
direct line of command or control.
Leadership- Identifying goals and objectives, and motivating and leading
others towards their achievement.
Conceptual Thinking-Acquiring understanding of the underlying issues in
complex problems or situations by correctly relating these to simpler or
better understood concepts, models or previous experiences.
Strategic Goal Orientated Perspective-Focus on agreed objectives, and
not being deflected whatever the circumstances.
Influence, Persuasion and Personal Impact- The ability of an individual to
convey a level of confidence and professionalism, positively influencing
and persuading others to take a specificcourse of action when there is no
direct line of command or control.
Own Organisation's Products and Services- Proficient in the products
and/or services supplied to customers by own organisation.
Business Characteristics –Familiar with the functional structure of
businesses and other organizations; their mission, objectives, strategies
and critical success factors. Knowledge of organisational culture.
Business Process Improvement Techniques- Familiar with techniques for
streamlining business processes which have been modelled and
Business Proposals- Proficient in methods and techniques for preparing
and presenting business cases, invitations to tender and statements of
requirements both orally and in writing.

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Kent Behaviours
Truth & Judgement

Conversation & Compassion
Empowerment & Enterprise
People & Partnerships
Character & Courage
Outcomes & Delivery
Radicalism & Urgency
Tools & Professionalism

Kent Values

Invite Contribution & Challenge

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What does a business relationship manager do? ›

A business relationship manager (BRM) acts as a liaison between IT and other business units in the organization. As departments increasingly rely on technology, organizations often find they need to establish stronger communication between IT and outside business units.

WHAT IS IT relationship manager? ›

A Relationship Manager is a professional who aids in developing and maintaining strong customer relationships, both within a company as well as with outside clients. They seek out new business opportunities for their clients while advising them on products or services that best fit their needs. Post this job for free.

What are the skills required for relationship manager? ›

Skills needed to be a Relationship Manager
  • Excellent communication and listening skills.
  • The ability to explain complex information clearly and simply.
  • Good sales and negotiation skills.
  • An interest in financial products and markets.
  • Good mathematical and computer skills.
  • Plenty of drive, initiative and motivation.

What are the types of relationship managers? ›

There are two major types of relationship managers: client and business.

What is another title for relationship manager? ›

Some common alternative job titles include: Client Relations Manager. Senior Relationship Manager. Customer Success Account Manager.

Why do we need a BRM? ›

“BRMs can bring demand to the surface, help shape the demand, and ensure potential business value is captured,” Dizes says. “They can help with ideation, value plans, communication, and continuous improvement.” BRMs are ideally positioned to identify ways that technology can advance business objectives, she adds.

What is the salary of RM? ›

Relationship Manager salary in India ranges between ₹ 2.1 Lakhs to ₹ 7.0 Lakhs with an average annual salary of ₹ 3.5 Lakhs. Salary estimates are based on 77.7k salaries received from Relationship Managers.

How do I become a successful relationship manager? ›

How To Become A Relationship Manager
  1. Learn about the types of relationship managers. ...
  2. Gain experience in customer service. ...
  3. Work on negotiation skills. ...
  4. Work on communication skills. ...
  5. Learn to use customer relationship management (CRM) tools. ...
  6. Earn a related bachelor's or master's degree. ...
  7. Get certified.
3 Jul 2022

Is relationship manager a stressful job? ›

A relationship manager job can be stressful as it demands growth in sales numbers. A relationship manager has to manage things in a fast and constantly changing environment. He or she must possess brilliant communication skills to present themselves nicely, speak and sell services.

What are the KPI of a relationship manager? ›

A CRM Key Performance Indicator (KPI) is a standard measurement used to evaluate the process of delivering satisfaction to all of the customer needs from your organization. KPIs can be set up across key activities that are critical to the satisfaction of the customer.

What are the four key relationship skills? ›

The Four C's of a Healthy Relationship
  • CARINGNESS. It is important to show mutual respect and authenticity in your relationship. ...
  • COMPASSION. We need to be empathetic and kind to other individuals. ...
9 Jun 2020

What are the 6 components of relationship skills? ›

Six Aspects of a Healthy Relationship
  • Share Responsibility for the Success of the Relationship. First, we must begin by assuming full responsibility for our relationship. ...
  • Trust. ...
  • Intimacy. ...
  • Communication. ...
  • Commitment. ...
  • Time.
5 Apr 2017

What are the 7 types of managers? ›

Types of Management Styles
  • Democratic.
  • Visionary.
  • Autocratic.
  • Coaching.
  • Laissez-Faire.
  • Pacesetting.
  • Servant.
17 Dec 2019

What are the 4 types of managers? ›

The four most common types of managers are top-level managers, middle managers, first-line managers, and team leaders. These roles vary not only in their day-to-day responsibilities, but also in their broader function in the organization and the types of employees they manage.

What are the 5 types of managers? ›

There are many management styles, but five stand out above the rest: autocratic, democratic, laissez-faire, visionary, and servant leadership.

What is the next position after relationship manager? ›

Advance in Your Customer Relationship Manager Career

Following entry-level, there are several Customer Relationship Manager career path levels to advance into. It can take 2 years as an entry-level Customer Relationship Manager to progress to the senior relationship manager position.

Who gets relationship manager? ›

Candidates for a successful relationship manager have the various skills and qualifications required for their job. To get a job, one must have a bachelor's degree in business administration or a related field. The best applicants have experience in customer service, sales, or other customer-facing roles.

What is the difference between account manager and relationship manager? ›

Account managers meet with existing customers to discuss their account status, sell products, and resolve any issues. Relationship managers might also have regular meetings with their clients, though they commonly discuss items like satisfaction, personnel issues and training needs.

What is BRM example? ›

While BRM has its roots in CRM, it has come to mean different things to different people–often depending upon the specific industry context. For example, in banking and finance, the Business Relationship Manager manages and maintains current business relationships and seeks new accounts.

What are the four business areas of BRM? ›

Human Resource (HR) BRMs have four main areas of focus working with their Business Partners: Strategic Partner, Communicator & Facilitator, Moderator, and Crisis Consultant.

Is BRM a good role? ›

Across every industry, organizations have room to grow their value through the hiring of BRMs. While BRMs come from a variety of functions, the position requires a specific set of skills including strong communication, strategic thinking, and influential relationship-building.

What is the salary of rm in bank? ›

Average ₹3,77,585 per year.

What is the work of digital Relationship Manager? ›

As a part of Digital Circle, the Digital Relationship Manager (DRM) is an integral member of the AXIS Remote Banking Team responsible for on-going management of client relationships and act as the clients single point of contact for the end to end client experience.

Who is Relationship Manager in bank? ›

Relationship Managers (RM) are mapped to Clients to service, manage and deepen client relationships. The RM is responsible for managing the entire Banking and Financial needs of the customer as a Single Point of Contact from the Bank.

What makes a strong relationship manager? ›

Strong communication and coordination skills are needed for facilitating better relationships with clients and other partners. It's also common for relationship managers to work closely with customer-facing staff to help them better understand clients' needs and motivate them to provide the highest service standards.

How do you manage clients? ›

Here are eight simple effective client management skills to practice:
  1. Establish preferred communication. ...
  2. Invest in cloud-based accounting practice management software. ...
  3. Always follow up. ...
  4. Manage client expectations transparently. ...
  5. Schedule client management tasks weekly. ...
  6. Utilize client portals. ...
  7. Know when to say no.

Do relationship managers make a lot of money? ›

The average Relationship Manager salary is $50,499 as of October 27, 2022, but the salary range typically falls between $42,889 and $60,457. Salary ranges can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession.

How do I prepare for a relationship manager interview? ›

While asking interview questions for relationship managers, test candidates' communication skills. The most successful among them will be able to keep the discussion flowing by asking questions. They will also present creative ideas, demonstrate problem-solving skills and leave you with an overall positive impression.

What is relationship manager scorecard? ›

A CRM scorecard is a critical component of an organization's information system, and is used to evaluate the strategy and performance of the developed business intelligent solutions.

What are 5 KPIs? ›

In general, five of the most commonly used KPIs include:
  • Revenue growth.
  • Revenue per client.
  • Profit margin.
  • Client retention rate.
  • Customer satisfaction.
17 Aug 2022

What are the 4 components of a KPI? ›

The key components of a KPI are: Performance Measure. Performance Status Indicator. Threshold Level.

What are the 3 C's in a relationship? ›

A strong and healthy relationship is built on the three C's: Communication, Compromise and Commitment.

What are the 5 A's of a relationship? ›

The 5 "As": Acceptance, Affection, Appreciation, Approval, and Attention: The Journey to Emotional Fulfillment.

What are the 5 principles of relationship? ›

7 Principles for Successful Relationships
  • Communication. Communication is the key to every relationship. ...
  • Make yourself happy first. Don't depend on anyone for your happiness. ...
  • Freedom. ...
  • Accept them as who they are. ...
  • Respect yourself and your time. ...
  • Be greatful and appreciate each other. ...
  • Have integrity.
26 May 2018

What are the 4 types of relationships PDF? ›

This section focuses on four types of relationships: Family relationships, Friendships, Acquaintanceships and Romantic relationships.

What are the 5 most important things every relationship must have? ›

5 essentials for a healthy relationship
  • 1: Open communication. One hallmark of a healthy relationship is the ability to communicate openly. ...
  • 2: Listening and feeling heard. Having someone listen to us and feeling heard is important. ...
  • 3: Working through disagreements. ...
  • 4: Mutual intimacy. ...
  • 5: Trust.

What are the top 3 qualities needed in order to have a successful relationship? ›

A happy, healthy relationship should have these 8 traits
  • Mutual respect. Healthy relationships are built on mutual respect. ...
  • Safety. Couples in a healthy relationship feel safe with each other. ...
  • Open and honest communication. ...
  • Compromise. ...
  • Equality. ...
  • Independence. ...
  • Support. ...
  • Privacy.
17 Sept 2019

What are the 3 main roles of a manager? ›

Managers' roles fall into three basic categories: informational roles, interpersonal roles, and decisional roles.

What are the 3 major skills of a manager? ›

Robert Katz identifies three types of skills that are essential for a successful management process: Technical skills. Conceptual skills. Human or interpersonal management skills.

What are the 10 roles of manager? ›

The ten management roles are:
  • Figurehead.
  • Leader.
  • Liaison.
  • Monitor.
  • Disseminator.
  • Spokesperson.
  • Entrepreneur.
  • Disturbance Handler.

What are the 5 roles of a manager? ›

At the most fundamental level, management is a discipline that consists of a set of five general functions: planning, organizing, staffing, leading and controlling.

Can a business have 2 managers? ›

According to Robert Sutton, a professor of management science and engineering at Stanford University and the author of Good Boss, Bad Boss, it is extremely common these days to have more than one boss. “As you to go to a matrixed structure, you can easily have between one and seven immediate supervisors,” he says.

What are the 7 management process? ›

Each of these functions plays a critical role in helping organizations achieve efficiently and effectively. Luther Gulick, Fayol's successor, further defined 7 functions of management or POSDCORB—planning, organizing, staffing, directing, coordinating, reporting and budgeting.

What are the 4 principles of management? ›

Over the years, Fayol's functions were combined and reduced to the following four main functions of management: planning, organizing, leading, and controlling.

What are the 4 management techniques? ›

Most effective management styles
  • The Authoritative Style. The most effective management style, the authoritative leader is a “firm but fair” visionary who gives their employees clear, long-term direction. ...
  • The Affiliative Style. ...
  • The Democratic Style. ...
  • The Coaching Style.
29 Oct 2021

How much do relationship managers earn? ›

Relationship Manager salary in India ranges between ₹ 2.1 Lakhs to ₹ 7.0 Lakhs with an average annual salary of ₹ 3.5 Lakhs.

Is a relationship manager job stressful? ›

A relationship manager job can be stressful as it demands growth in sales numbers. A relationship manager has to manage things in a fast and constantly changing environment. He or she must possess brilliant communication skills to present themselves nicely, speak and sell services.

How do you become a business relationship manager? ›

How to become a business relationship manager
  1. Earn a bachelor's degree. ...
  2. Gain relevant experience. ...
  3. Consider pursuing a graduate degree. ...
  4. Communication. ...
  5. Organization. ...
  6. Leadership. ...
  7. Problem-solving. ...
  8. Technical competency.
14 Apr 2022

How long does it take to become a relationship manager? ›

To be a Relationship Manager (Business Banking) typically requires 2 to 4 years of related experience. The Senior Relationship Manager (SRM) is responsible for managing a portfolio of business banking clients who require financial services and products to meet their needs.

Is relationship manager a marketing job? ›

Relationship Managers typically work for corporations across industries to make sure business clients feel valued. They work closely with the sales, marketing and customer service teams to develop new ways to attract clients and reduce client turnover.

What type of manager makes the most money? ›

Chief Executive

Chief executives work in a variety of public- and private-sector industries. Although they typically earn the highest salary of all management positions, they also work extremely long hours and are essentially responsible for the success of their companies.

Why do you want to join as relationship manager? ›

Relationship managers play a crucial role in how businesses maintain their reputation with clients and partners. This role is ideal for people with outstanding interpersonal skills, as you'll spend considerable time forging positive connections with stakeholders across various sectors.

Who reports to a BRM? ›

Who reports to a BRM? Often the BRM will have Business Analysts as direct reports. To be successful the new BRM needs quick wins to build trust. The incoming BRM should focus on execution, reviewing existing projects and facilitating moving along the critical projects.

What is the difference between a business relationship manager and a business analyst? ›

The biggest differentiator between BAs and BRMs is that the BRM converges the provider with the business while working as a “connector, orchestrator, and navigator” between the business partner and the provider. As a connector, the BRM facilitates productive connections to mobilize projects and programs.


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