Senior Manager, Service Optimization - Gallagher

Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.

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.

We are seeking a highly experienced, proactive, and self-starting Senior Manager, Service Optimization to lead a transformative project across our financial systems, with a primary focus on revenue cycle and CPQ (Configure, Price, Quote) system. In this pivotal role, you will work as an individual contributor under the guidance of the Vice President, Global CRM Strategy and Client Experience. The successful candidate will possess strong project management skills, a deep understanding of process improvement, workflow optimization, and the ability to deliver tailored solutions. We are looking for someone who not only meets the functional requirements of the position but also possesses the qualities necessary to drive innovation, deliver business value, and excel in a dynamic and collaborative environment. The ideal candidate is a technically adept and hands-on leader with a strong foundation in CRM and Financial applications, financial expertise, and a proven track record of exceptional product management. Prior experience in consulting roles is highly desirable.

Ideally this will be a hybrid role with flexible work encouraged, based out of Gallagher’s global headquarters in Rolling Meadows, IL.  However, for the right person this position can be entirely virtual/remote/work from home and you can sit anywhere in the US.

• Manage the end-to-end revenue cycle process, including oversight of the process to update the cost and terms and ownership of annual reviews of products, services, and rates with internal product/business leads.
• Act as the primary owner of the Cost and Terms document, including its design, layout, and management of changes
• Ensure adherence to internal SLAs and contractual obligations and resolve any deviations or exceptions
• Develop internal control and oversight processes to monitor compliance with service optimization processes and own exception process analysis.
• Conduct thorough reconciliation of key terms across systems and service providers to ensure accuracy and meticulously identify and resolve any discrepancies.
• Take ownership of data validation processes to ensure accurate processing of transactions by various systems and service providers in accordance with the Cost and Terms document.
• Serve as product owner of the core platform (Oracle CPQ) and drive system and process enhancements to optimize its functionality and effectiveness.
• Collaborate closely with the Vice President of Global CRM Strategy and Client Experience and Finance team to spearhead transformative projects for Oracle CPQ and Salesforce systems, ensuring strategic alignment and driving innovation and business value.
• Proactively drive process improvements and workflow optimizations to enhance system efficiency and streamline operations.
• Foster collaboration with cross-functional teams to gather requirements, identify gaps, and deliver effective solutions that meet business needs.
• Effectively own and communicate the product roadmap and vision to stakeholders across the organization, providing regular and comprehensive progress updates.
• Create and maintain meticulous project documentation, including detailed plans, status reports, and post-project evaluations.

• 5+ years of experience in leading and executing system transformation initiatives, with a particular emphasis on Oracle CPQ and Salesforce platforms.
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related discipline.
• Proven ability to facilitate, steer, and implement design and comprehensive process analysis, involving the appropriate cross-functional stakeholders and pinpointing critical interdependencies.
• Outstanding ability to collaborate at all levels within the organization, coupled with a fervor for utilizing technology to refine finance processes and achieve greater efficiencies.
• Sharp analytical skills with the capability to unravel complex systems and devise strategic solutions.
• Strong business insight, a quick understanding of financial, business, and technical concepts, a data-oriented mindset, and a readiness to engage with finance, GBIT, and business teams.
• Possession of a Project Management Professional (PMP) certification would be a considerable asset.
  
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On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

 Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

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 person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.