Data Entry Field Liaison

ABOUT US 
At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence. 
 
HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions. 

Job Description:  Field Liaison (US), Data Entry Team

CONTEXT

HUB is making investments to improve the quality and availability of our client data.  We aspire to have a single, holistic, accurate view of our client base & our relationship with each client.  Benefits of improved data quality to the business include insights to drive cross-sell, improved benchmarks & risk insights, better ability to leverage HUB’s scale with carriers and partners, development of proprietary products, better sales funnel management, and better reporting & metrics.  Achieving this goal requires that when client data is entered into HUB’s systems, it is accurate, complete, validated, and not creating duplicates.  We have recently formed a centralized team, supported by an outsourced partner, to conduct all new client research and entry into HUB’s CRM system called CORE (Microsoft Dynamics).  This new service to Producers and Strategic Resource Managers (SRMs) should free up valuable Field time to focus on sales & client service, while at the same time improving the quality of our data.  Team capacity during slow periods will be devoted to cleanup of existing client data (supporting current Master Data Management efforts) and data audits (to maintain ongoing data integrity).

POSITION SUMMARY

The Field Liaison (US) reports into the Executive Vice President, Strategic Client Service Operations and will serve as the day-to-day manager of the newly formed outsourced Data Entry Team (currently a team of 7 outsourced staff but expected to grow to ~15-20 throughout 2025).  The position will act as the liaison between the team and all US-based Producers, Strategic Resource Managers (SRMs), and other Field staff.  The ideal candidate will have experience in managing a team, have a client centric mindset, and is comfortable with influencing and problem solving with senior leaders. The position is geographically flexible and can be filled in any location in commuting proximity to a HUB office, with the expectation of 3 days per week worked in the nearest office.   

KEY RESPONSIBILITIES

Team management:  Serve as the day-to-day HUB manager of the outsourced Data Entry Team, in partnership with the leadership and managers from our BPO partner

• Ensure team capacity is sufficient to meet service level agreements
• Make prioritization decisions when team demand exceeds capacity
• Be entrepreneurial in looking for ways to utilize the team in periods of low demand
• Maintain and update formal team processes
• Drive continuous improvement in the team’s processes
• Assist in relationship management with the BPO partner
• Conduct periodic team performance audits
• Track adherence to SLAs
• Help with training and onboarding of new team members
• Coordinate resolution of systems access and other technical issues

Field Liaison:  Act as the day-to-day liaison between the Data Entry Team and HUB’s Field staff (to include Produers, SRMs, Account Executives, Account Managers, and other Service professionals)

• First point of escalation for any transactional questions or issues, including facilitating discussions across Hubs
• Manage the Sales leader experience and intervene as necessary to resolve any issues
• Answer questions on policies related to usage of the team
• Coordinate setting or updating policies as new situations emerge
• Work closely with the Sales Enablement team to execute and enforce policies regarding sales management, usage of CORE, etc.

Support SRM and Marketing communities:

• Work with the SRM community, Marketing, and specialty / industry practices to support the processing and management of Lists, bulk entry of leads / contacts, marketing campaigns, etc.