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 agreementsMake prioritization decisions when team demand exceeds capacityBe entrepreneurial in looking for ways to utilize the team in periods of low demandMaintain and update formal team processesDrive continuous improvement in the team’s processesAssist in relationship management with the BPO partnerConduct periodic team performance auditsTrack adherence to SLAsHelp with training and onboarding of new team membersCoordinate 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 HubsManage the Sales leader experience and intervene as necessary to resolve any issuesAnswer questions on policies related to usage of the teamCoordinate setting or updating policies as new situations emergeWork 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.

Program/Project Management - Coordinate data cleanup projects:

Coordinate with various stakeholders in using the Data Entry Team to drive clean up of HUB’s client data in the various systems, and maintaining data quality over time.  Examples include eliminating duplicate entries, ensuring critical fields such as industry codes and addresses are filled in accurately, setting rules around client data formats, etc.Work closely with HUB’s Data and Analytics team in supporting the Master Data Management program and leveraging technology to drive data quality initiatives

Support roll-out of the Data Entry Team:  Work closely with HUB’s central working team and regional leadership to roll-out the new team processes to all US Hubs throughout 2025

Help to manage to the roll-out scheduleCoordinate training, introduction sessions, and communicationsDevelop / adapt existing processes to account for regional business differencesMonitor adoption & compliance metrics and implement focused interventions where neededDefine an ongoing training strategy to cover new hires and refresher / update training for all staff involved in the process

REQUIREMENTS

Bachelor’s degree in any relevant field, preferredAt least 10 years of experience in the insurance brokerage industryPrior experience in a client service, operations management, sales support, or sales management role is a plusExperience with and knowledge of CRM systems, particularly Microsoft Dynamics D365Experience working and influencing across a matrixed environmentPrior experience working with outsourced / offshore resources is a plusProfessional judgment and strategic thinking to manage and prioritize multiple competing priorities and seek optimal outcomes for all stakeholdersAbility to influence, counsel and problem solve with senior stakeholdersStrong attention to detail and process disciplineAdaptability and flexibility to adjust to changing business needs. Strong business judgement and ability to find quick resolution to client challengesStrong written and verbal communication skillsProject management experienceProficiency with the Microsoft suite, particularly Outlook, Word, PowerPoint, Excel, and Teams

This is a hybrid role - open to all candidates in U.S. but need to be within a commutable distance to one of our HUB offices.

JOIN OUR TEAM 
Do you believe in the power of innovation, collaboration, and transformation?  Do you thrive in a supportive and client focused work environment?  Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization?  When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service. 

Department Business Operations

Required Experience: 10-15 years of relevant experience

Required Travel: Negligible

Required Education: Bachelor's degree (4-year degree)

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

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