Wolters Kluwer Business Relationship Manager (BRM), Global Business Services in Denver, Colorado

Business Relationship Manager (BRM), Global Business Services

Requisition Number: 17-17245

State: Colorado

City: Denver

Shift: Shift 1

Job Description: Wolters Kluwer Global Business Services is designed to provide services to the business units in the areas of technology, sourcing, procurement, legal, finance, and accounting which includes our North American-Accounting Center. These global centers promote team collaboration using best practices around a specific focus area to drive results and enhance operational efficiencies. There is a constant endeavor to benchmark against best-in-class industry standards to improve the quality of deliverables, increase cost savings, enhance productivity and reduce time to market for products and applications.

The Business Relationship Manager (BRM) will be responsible for managing the relationship with a one or more business unit(s) within the Wolters Kluwer Health Division. The BRM will seek to understand the client organization’s current and emerging needs, as well as key initiatives and future plans. The Business Relationship Manager will drive the assessment of the client organization across technology, strategic sourcing, and finance & accounting, as well as other operating areas where GBS could drive efficiencies or provide expertise/leverage overall scale. In this role, he or she will engage the organization at all levels to identify the pain points and opportunities to lower costs and/or improve the quality of services GBS delivers.

The BRM will be tasked with helping prioritize GBS’ agenda for the corresponding business unit. He or she will drive organizational transformation and operational excellence initiatives, and accelerate the delivery of solutions. He or she will serve as an integral part of the client organization’s leadership team, participate in all key meetings, manage the communications between GBS and the client organization, and partner closely with peers and senior executives. The BRM will develop a deep understanding of GBS’ capabilities, key initiatives and expertise and will partner with/involve GBS’ technology, finance & accounting, strategic sourcing and business operations to support or deliver solutions to the client organization.

The ideal candidate will be curious, self-starting and motivated with excellent interpersonal, change management, project management, and communication skills. Given the role of GBS, the ideal candidate should combine experience/knowledge in operations performance improvement and technology. The successful BRM will provide pragmatic/practical thought leadership to the client organization, feel comfortable working with a high degree of independence, and be adept at engaging the key constituents across GBS and the client organization to deliver results. He or she will be a seasoned professional who will be trusted by both the client organization and GBS.

Essential Duties and Responsibilities

Relationships. Establishes and fosters strong partnerships with GBS, the business unit and corporate department senior leaders, executives and BRM team members. Develops a full understanding of enterprise and business goals and strategies. Leverages those relationships, combined with business and technical expertise, to influence and deploy initiatives that maximize profitability, and efficiency, and deliver a positive client and associate experience. In partnership with GBS leadership colleagues, is accountable for successful delivery and implementation of GBS solutions.

Communication. Interfaces independently and effectively with diverse audiences while remaining sensitive to experiential and cultural nuances. Collects and consolidates data that is relevant to the business and/or situation and presents it in a manner that is suitable for that audience. Prepares for and facilitates comprehensive periodic reviews with executive partners. Comprehends highly technical situations and can communicate them effectively to the business and clients with executive presence. Acts as an advocate for both GBS and the Division(s) and proactively seeks new opportunities to strengthen and leverage the GBS/Divisional operating model.

Expectation Management. Understands the business’ goals, opportunities and challenges, and organizational strategies. Explicitly factors the business, enterprise and client perspective into decision-making. Participates in the establishment and maintenance of service level agreements between the GBS organization and the Health business units. Manages expectations and maintains an understanding of issues that may have an impact on the delivery of GBS services to the business. Proactively and continually monitors business satisfaction with GBS and provides follow-up with business leaders based on internal and external feedback. Works toward achieving a mutually beneficial, win/win relationship.

Strategic Alignment. Demonstrates a strong understanding of the relationship between business activities and their financial and service implications. Provides guidance on effective and innovative use of technology to achieve business and enterprise strategic objectives. Challenges the status quo by continuously questioning how product and technology service and delivery can be improved. Uses critical thinking to identify performance improvement and strategic growth opportunities. Proactively collaborates and implements operational, technical and process improvements which can be used by the Health business units to improve service levels, client acquisition and retention, and increase revenue and operating income. Shares knowledge of technology risks and opportunities to build competitive advantage and improve efficiency and effectiveness of business operations. Contributes to the formation of GBS’s global strategy.

Business Development. Develops and delivers effective presentations, and facilitates and participates in meetings with audiences of varying sizes at Wolters Kluwer and/or client locations, as well as at national and regional user group meetings. Participates with sales professionals, client relationship managers and business executives to define solutions that drive client value, improve service efficiency, and increase business revenue and operating income. Leverages understanding of Wolters Kluwer’s product and services to demonstrate how they can meet client needs while limiting operational and financial risk to the enterprise. Engages in negotiations with client and business legal representation by using business practice knowledge and judgment to articulate company policies and procedures, and how they relate to contract terms.

Leadership. Strong leader in an environment where resources are shared and/or resources do not report directly to the BRM. Meets regularly with corresponding team members to track successes, changes and areas needing improvement with regards to their developmental or career path or objectives. Works with team to identify challenges and continuously evolves processes and procedures to add value, and improve effectiveness, collaboration and service.

Budgeting and Planning. Participates in the BRM departmental budgeting and planning process by assisting GBS and finance leadership in determining the level or resources needed and the cost of services delivered to the Health business units.

Performs other related duties as assigned.

Qualifications: Education: Bachelor’s Degree required; Master’s Degree a Plus

Experience: 5-10 years relevant business operations experience at Wolters Kluwer or external equivalent, preferably in the health market, including 4-5 years of experience with people management (preferred).

Skills and Abilities:

Service Orientation: Understands the business perspective and resolves a range of issues to integrate the business requirements in GBS processes and solutions, based on the strategic direction of the enterprise.

Technical Knowledge: Applies and continually expands a wide understanding of information technology (including but not limited to networking, hardware, operating systems, and databases) and how it is used to meet business objectives and address complex situations.

Collaboration: Partners with Health Business unit executives, senior leaders and associates at all levels with IT, the business and other areas of the enterprise to achieve the business needs and resolve issues. Must bring a strong desire to grow relationships, inspire stakeholders and identify value. Must bring a strong desire to grow relationships, inspire stakeholders and identify value.

Multi-Tasking: Responds and reacts promptly to numerous and varying requests and issues based on criticality. Works under pressure of deadlines and exhibits good time management and organizational skills.

Product Knowledge: Demonstrates a thorough understanding of applicable software applications and solutions that are used by the business to provide services to clients.

Problem Analysis and Resolution: Gathers information necessary to make quick decisions after reviewing available information and alternatives. Anticipates, identifies, eliminates and resolves problems in a timely manner. Sees beyond immediate effects when making decisions.

Building and Managing Teams: Organizes and gains the involvement of diverse work groups and/or task forces to accomplish specific project goals or address operational issues.

Working Independently: Displays energy and initiative, and takes ownership for work by setting priorities and utilizing resources. Strives to overcome obstacles before escalating or seeking support.

Accountability: Provides sound judgment, technical support and direction. Recognizes that errors may cause substantial delays, expense and disruption to key business initiatives including potential loss of clients and revenue.

Adaptability: Demonstrates flexibility by adjusting to a constantly changing work environment. Acts as an agent of change to improve services and implement new solutions.

People Management (Direct or Indirect): Adapts management style to meet the unique needs of individuals for coaching, feedback, recognition and mentoring to maximize results.

Financial Management: Understands and applies financial concepts including but not limited to accounting, budgeting, ROI analysis and negotiation.

Communication: Exceptional written and verbal communication skills are required.

English (professional level) is mandatory. Additional languages are a plus and may be required based on the role.

About Wolters Kluwer

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.

Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.


Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at (888) 495-4771