The business relationship manager in UBIS: an integration role?

This case describes the role of the Business Relationship Manager (BRM) in UBIS, with a specific attention on its responsibility in connecting team members involved in crossfunctional projects. The BRM represents an organizational actor who plays the role of integrator between the Unicredit internal customers and those UBIS organizational units (Factories) which are appointed to design and develop business services for the internal clients. The case embraces three different perspectives for outlining the challenges of the BRM role: the BRM perspective, the factory perspective and the customer perspective. The case illustrates how it is possible to design effective integration roles (such as the BRM one) by focusing on the design of its responsibilities and goals within the organizational structure, as well as on paying attention to the development of cross-functional project teams.