National Accounting Center Operations Training & Support Lead

We are seeking a dedicated and experienced National Accounting Center (NAC) Operations Training & Support Lead to drive training and support initiatives for our Operations team at a leading global insurance brokerage firm. This role is critical in ensuring the success of key accounting functions, including Billing, Surplus Lines, Accounts Receivable, and Accounts Payable, by developing and delivering effective training programs, managing e-learning platforms, and providing hands-on support during system implementations and process changes. The ideal candidate will work closely with subject matter experts, leadership, and other team members to ensure training aligns with organizational goals and operational excellence.

Key Responsibilities

Training Development & Delivery:

• Design and develop training materials, including manuals, presentations, e-learning modules, and job aids, tailored to the needs of the Operations team.
• Collaborate with subject matter experts (SMEs) in Billing, Surplus Lines, Accounts Receivable, and Accounts Payable to ensure training content is accurate, relevant, and compliant with regulatory requirements.
• Deliver training programs across various formats, including in-person, virtual, hybrid, and e-learning sessions, ensuring content is engaging and accessible to diverse learning styles.
• Continuously evaluate and update training materials to reflect changes in processes, systems, and industry standards.

E-Learning Program Management:

• Develop, implement, and maintain e-learning programs using industry-standard tools (e.g., Articulate, Adobe Captivate, or similar).
• Track employee participation and completion rates for e-learning modules, providing follow-up support and reporting metrics to leadership.
• Ensure e-learning content is optimized for various devices and platforms to enhance accessibility and engagement.

Go-Live Support:

• Provide hands-on support during go-live implementations for new systems, processes, or updates, ensuring a smooth transition for the Operations team.
• Act as the primary point of contact for troubleshooting and resolving issues during go-live periods.
• Monitor and assess the effectiveness of training and support during go-live and provide additional coaching or resources as needed.

Collaboration & Communication:

• Build strong relationships with Operations leadership, IT teams, and other stakeholders to ensure alignment between training programs and organizational goals.
• Communicate effectively with stakeholders to provide updates on training progress, challenges, and successes.
• Represent the National Accounting Center in cross-functional meetings and initiatives related to training and support.

Performance Evaluation & Reporting:

• Develop metrics to measure the effectiveness of training programs, e-learning sessions, and go-live support, and their impact on operational performance.
• Prepare detailed reports summarizing training outcomes, team performance, and recommendations for improvement.
• Use data-driven insights to continuously refine training and support strategies.

Required:

• Bachelor's degree in organizational development, human resources, business, or related field.
• 5+ years directly applicable experience in insurance or financial brokerage.
• Proficient in developing and following individual work plan(s).
• Strong written and verbal communication skills.
• Proficient in using MS Office applications with key strengths in PowerPoint, Visio, and Project.
• Up to 60% travel, with specific area of travel being within assigned region and at times, travel to Gallagher headquarters.
  
  

Preferred:

• Bachelor’s degree in Accounting, Business Administration, Education, or a related field.
• Minimum of 5 years of experience in accounting operations, training, or a related role within the insurance or financial services industry.
• Proven experience in developing and delivering training programs, e-learning content, and go-live support for accounting functions such as Billing, Surplus Lines, Accounts Receivable, and Accounts Payable.
• Experience with accounting systems and software commonly used in the insurance industry.
• Certification in instructional design, adult learning, or training delivery (e.g., CPTD, ATD).
• Familiarity with Surplus Lines regulations and compliance requirements.
• Ability to travel up to 40%, with specific area of travel being within assigned region and at times, travel to Gallagher headquarters.

Skills and Competencies:

• Strong knowledge of accounting principles, insurance brokerage operations, and regulatory requirements.
• Proficiency in instructional design and facilitation, with the ability to create engaging and effective training materials and e-learning sessions.
• Excellent communication and interpersonal skills, with the ability to collaborate across teams and build strong relationships.
• Analytical mindset with the ability to assess training needs, measure program effectiveness, and implement improvements.
• Strong problem-solving skills and adaptability to support employees during go-live implementations.
• Experience with e-learning development tools (e.g., Articulate, Adobe Captivate, Camtasia, or similar platforms).

Work Environment:

• This role may require occasional travel to support training sessions and go-live implementations at various office locations.
• Hybrid work environment with flexibility for remote and in-office work.

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At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)