Operations Manager

Job Description

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Manages the day-to-day operation of the organization's branch operations in compliance with established policies and procedures. Participates in developing, interpreting and implementing policies and procedures for the organization. Ensures employee conformance to established practices and proper training of staff. Prepares related reports and audits current procedures to monitor efficiency of
operations

Relationships and Organizational Leadership

• Execution of divisional, regional, practice and branch projects as defined

Professional Standards (GSE)

• Professional Standards (GSE) compliance within the branch, i.e. passing audit scores
• Coordination of local office audits, e.g. corporate, divisional, third party
• Training branch employees on GSE standards and ensuring adherence to GSE
  Standards within the branch
• Accurate and timely entry of data into the Account Manager Program (AMP) by
  conducting regular spot checks
• Updating Business Continuity and Disaster Recovery plans quarterly
• Record Retention compliance for all branches
• Approve changes to Consulting Agreements where services are added from the
  standard template

Budget & Finance

• Achievement of Revenue and EBITDA goals, by driving adoption of recommended solutions with quantifiable ROI

• Coordinate with GBS Finance and Branch Managers to update:
• Annual revenue forecasts
• Annual compensation forecasts
• Annual operating expense forecasts
• General oversight of branch expenses
• Coordinate with GBS Finance and Branch Managers to review:
• Approve branch expenses, including T&E, vendor payables, etc.
• Ensure timely client billings under consulting agreements
• Research/resolve outstanding aged receivables
• Coordinate with Branch Managers on timely submission of locally received commission cheques and statements to Finance.
• Coordinate with Branch Managers and Producers to monitor monthly commissions and follow up on missing commissions with account teams and/or carriers

Human Resources

• Recruit and hire new Operations team members and staffing requisitions
• Onboard (mentor and train) new Operations team members
• Verify all branch staff completes all corporate required training
• Complete forms such as PAFs, staffing requisitions and online terminations
• Manage invitations to New Hire training
• Administrative support for Corporate/Divisional training held locally (CSS, Leadership Essentials)
• Liaison between HR and branch on HR policies/initiatives

Information Technology

• Escalate IT service requests, software & hardware requests
• Act as liaison between IT Department and the Branch
• Track branch IT inventory for Business Continuity Plan

Mergers and Acquisitions

• Merger Integration - Phase 1 (HR, Finance, Marketing, Technology, Operations, Legal, etc.)
• Merger Integration - Phase 2 (Growth/ Revenue Plan/ Knowledge Share)
• Post integration triage with merger partners to resolve issues, work through earn-out issues, etc.

Administrative

• Track local GBS assets and reconcile with GBS Finance Amortization Periodically
• Oversight to ensure coordination of office events, staff events and parties
• Designate staff to serve as Floor Warden for fire drills
• Oversight for planning and organization of weekly / monthly branch meetings
• Coordinate / track vacation schedules among team members across the branch

Facilities

• Liaison for facility maintenance issues
• Oversight for facility contracts and maintenance issues
• Location and Office Decisions, e.g. Lease Agreements
• Project Management of actual office moves

Sales / Client Relationships

• Development of prospect and client event/seminar logistics

Client Annual Review (CAR)

• Annual identification of Most Important Clients
• Tracking of CAR Meetings in Salesforce
• Manage annual divisional client experience survey, specifically identification of survey recipients

Development

• Active member of the Branch Strategic Planning Team
• Active member of the Regional Operations team
• Develop and implement branch training as needed
• Ensure cross-training efforts are established and current
• Manage workflow to ensure priority items are resourced and successful.

What skills will make you successful in this role?

• We look for strong listening and presentation skills - You are representing Gallagher to a wide range of clients and vendors
• We require strong project management skills - You will be juggling multiple projects and we need you to stay organized
• Efficiency and attention to detail are paramount in our environment
• We need great teammates who effectively and respectfully collaborate with diverse work groups
• You will need strong computer skills and proficiency with Windows-style applications, email, and internet

Do I have what it takes to be considered?

• Bachelor's degree - Preferably in risk management/insurance, organizational development, commerce or business
• 5 or more years of experience in the risk management/insurance field (carrier, corporate, broker/consulting)
• Experience working with Canadian Employee Benefits and/or Retirement, Vendors, and Insurance Carriers
• Life and A&S license; CEBS designation, both a plus but not required
• 5% travel required

Gallagher offers competitive salaries and benefits, including; health, dental, life and accident insurance, pension plan, employee stock purchase plan, educational expense reimbursement, employee assistance programs, opportunity for flexible work hours, and training programs.

We are an equal opportunity employer which values diversity in the workplace and are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians

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