Branch Liaison Manager

Company Name:
Arthur J. Gallagher & Co
Arthur J. Gallagher & Co., one of the world's largest insurance brokers, provides a full range of retail and wholesale property/casualty (P/C) brokerage and alternative risk transfer services globally, as well as employee benefit brokerage, consulting, and actuarial services in the United States. We also offer claims and information management, risk control consulting, and appraisal services to clients around the world.
Arthur J. Gallagher Risk Management Services, Inc. is the U.S. retail property/casualty brokerage division of Arthur J. Gallagher & Co. Our advisors specialize by industry and coverage typesdeveloping solutions uniquely tailored to individual client requirements. We deliver a full range of insurance and risk management products and services, including traditional and loss-sensitive coverages, captives, alternative risk solutions, and financial products to clients around the world. For additional information, please refer to Career Opportunities with Arthur J. Gallagher & Co.
Position Summary
The Branch Liaison Manager plays a pivotal role in the success of meeting the Branchs needs relative to the Divisions Client Billing and Trade Accounting. The Branch Liaison Manager serves clients (Branches) by adequately responding to client inquiries, planning and implementing strategies, improving internal processes, and managing a support staff that is fully trained and knowledgeable in Billing and Trade Accounting.
The Branch Liaison Managers primary responsibilities include:
In partnership with BSD Accounting Operations:
Determine departmental operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Build/Train/Maintain a Best in Class Branch Liaison Team
Develop a training program to ensure the staff is knowledgeable in all processes of Trade Accounting and Billing
Define and implement processes to support mission and goals including timely resolution of Branch issues and questions
Drive the development and implementation of new procedures, performance indicators and features to enhance the workflows both within the department and with the Trade Accounting and Billing departments
Develop Branch-facing initiatives designed to ensure continuous client satisfaction while demonstrating the responsibilities of Trade Accounting, providing escalation paths and communicating how to avoid common Trade Accounting problems. Initiatives to include:
Prepare and engage branches in Road Show presentations
Develop and conduct in-person and web-based training programs
Design and implement strategic web presence to service Branches
Create of new ways to engage Branches in the understanding of Trade Accounting and their role in mitigating issues
Departmental tracking and reporting:
Evaluate the existing ticketing system to determine whether improvements can be made to track incoming requests and their timely resolution
Evaluate the existing customer surveys and process to determine whether the results meet internal needs
Improve/Develop and prepare Branch Liaison performance reports by collecting, analyzing and summarizing data and trends
Identify improvements for the tracking and reporting of Branch questions/requests to ensure resolution in a timely manner and monitor process/department goals
Be the point of contact for all communications to the Branches from Trade Accounting and the National Billing Center
Meet Branch Liaison financial objectives by estimating requirements; preparing annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
Directly lead, coach/train, develop, evaluate and monitor the Branch Liaison Specialists in compliance with service level agreements, Professional Standards and organizational development standards
Assume other responsibilities and project leadership roles as assigned
Branch Liaison Department
The Branch Liaison Department's mission is to act as the primary liaison between the Branch offices and the various Trade Accounting departments by addressing and ensuring timely resolution of all questions/issues. The Branch Liaison Department's primary responsibilities include:
Branch Service
Serve as a liaison between the Branches and Trade Accounting and Billing to answer questions or assist in problem resolution
Research and answer technical questions as they relate to Trade Accounting or Billing
Communicate to Branches commonly seen issues in Billings and provide a proactive solution as to how to avoid them
Provide training to branch staff on addressing Accounting or Billing issues and procedures
Attend Branch Administrators/Sales Assistants meetings as needed to represent
Trade Accounting and Billing
Trade Accounting/Billing Service
Assist with research and resolution of complex Trade Accounting & Billing problems
For issues that require the coordination between departments, ensure that all departments resolve their tasks until the entire project is resolved
High School Diploma
8 years of Finance/Accounting/Billing experience - preferably in a role that interacted with operations/sales functions as well as accounting functions
3-5 years Supervisory experience required
Advanced Microsoft Office skills including Excel and Word, and the ability to quickly learn new systems.
Insurance industry experience desired.
Bachelor's Degree Preferred
Deep interest in mentorship and coaching
Staff management skills
Work Traits:
Customer relations orientation (Experience with Call centers or help desks a plus).
Excellent verbal and written communication skills
Strong problem-solving skills
Detail-oriented, Organizational and time management skills (i.e., ability to manage multiple priorities).
(Applied Agency Management System) , DMS (Document Management System), RoCK (Repository of Carrier Knowledge), SLM (Surplus Lines Manager), ICE (Intercompany Clearing Exchange), GREAT (Gallagher Reconciliation Evaluation Analysis Tool) experience a plus.
U.S. Eligibility Requirements:
Interested candidates must submit an application and resume/CV online to be considered
Must be 18 years of age or older
Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement which requires, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure
Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.
Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, color, religion, sex, age, veteran status, disability, national origin, or any other legally protected status. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

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