Personal Lines Client Service Director

Introduction At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher. Overview The Client Service Director is accountable for leading a Client Service team that delivers high quality and efficient service to both the internal and external clients of one or more Branches. This role reports directly into the Client Service Leader with a strong dotted-line reporting relationship to the Branch Manager to ensure Service goals and objectives support the Branch strategy. The Client Service Director will have people management responsibility over one or more Branch’s Client Service Supervisors, Managers and Associates. The Client Service Director has a direct impact on business outcomes such as client retention, client satisfaction, enhancing AJG’s value to our clients and prospects, achieving operating/margin targets and creating a culture of performance and continuous improvement. Client Service Director’s Primary Areas of Focus: ▪ Delivers high quality client service consistent with Gallagher’s operational standards and practices ▪ Ties the priorities of the Client Service Operations function with the Branch’s strategies and key priorities through close interactions with the Branch Manager(s) and Regional Client Service Operations Leader ▪ Manages and develops a high performing team by being a champion for client service, teamwork, knowledge sharing, commitment to continuous improvement and commitment to people development ▪ Holds team members accountable for consistently achieving or exceeding productivity and performance metrics across the Branch ▪ Identifies continuous improvement opportunities and leads the effort to implement changes How you'll make an impact Manages the Client Experience: ▪ Ensures team delivers consistent, positive operational results by achieving and maintaining defined service levels by successfully executing agreed to processes, which includes using all the prescribed systems, resources and tools ▪ Executes ongoing audits to proactively measure performance against established service levels, processes, procedures, etc. and uses results to identify training, best practice sharing and process improvement opportunities ▪ Monitors workflow and throughput to ensure team meets or exceeds performance standards, leveraging standard operational reports, adjusting resources and rebalancing work as required ▪ Resolves difficult, high profile client issues; Conducts root-cause analyses, implements appropriate corrective action plan(s), and applies/shares lessons learned for future benefit ▪ Proactively communicates key operational performance to operations team members, Branch Management and other key stakeholders including Production teams ▪ Effectively works with other Branches and Regions to identify enterprise-wide client service issues; Collaborates with other regions to create action plans for problem resolution ▪ Identifies, facilitates, leads and/or participates in projects to continually improve operations, which includes projects and initiatives with a Regional or Divisional scope ▪ Coordinates requests and resolves issues with Service Centers partners ▪ Seeks and develops new business opportunities in alignment with Branch objectives and targets ▪ Consistently measures client satisfaction and proactively addresses areas of client concerns ▪ May directly service a book of business, which should not occupy any more than 20% of your time Manages People: ▪ Provides direct leadership to multiple client service teams, including all aspects of talent acquisition and development, employee engagement, etc. ▪ Identifies, hires, develops and retains a high performing staff through continuous learning, honest feedback, rigorous development and disciplined talent management ▪ Uses collaboration to effectively manage functions across a matrix environment ▪ Provides feedback and coaching timely to ensure effective client service and continuous staff development ▪ Accepts appropriate feedback and incorporates recommendations that improve customer service, staff development, and staff retention ▪ Identifies, promotes and adopts performance and support tools for client service staff and ensures staff is fully trained and able to perform at a high level ▪ Supports team by leading communication and adopting resources and tools to deliver the best service to our clients ▪ Utilizes effective hiring practices, employee engagement strategies and training to maximize employee retention and team performance ▪ Develops team bench strength, by identifying and preparing appropriate back-up and succession on all functions/areas of responsibility, including team leadership ▪ Effectively balances workload of staff to ensure quality service for clients while offering growth and cross-training opportunities for team Maintains confidential information ▪ Successfully utilizes rigorous and disciplined talent management strategies to meet or exceed operations goals and defined performance metrics ▪ Champions teamwork, knowledge sharing, commitment to continuous improvement and personal accountability ▪ Ensures proper staffing through appropriate workload balancing, forecasting and utilization of employee cross-training; Maintains staffing levels within targeted ranges About You Critical Competencies: ▪ Able to balance the unique needs of our clients while maximizing operational efficiency Known for developing employees and teams ▪ Role model for achieving performance standards and champion of Gallagher’s shared values ▪ Strong planning and organizational skills with the ability to handle varied tasks/instructions ▪ Successfully manages competing priorities ▪ Able to be flexible when required, responding to change and learning opportunities ▪ Independently manages multiple tasks and responsibilities for self and teams ▪ Strong client focus ▪ Strong decision making skills based on evidence/data ▪ Identifies and resolves problems through root cause analysis and creative solutions ▪ Strong initiative with excellent time management skills ▪ Solid understanding of financial concepts and reporting Requirements: ▪ Bachelor's degree with 5+ years client service and/or claims management experience –OR– High School degree/GED with 10+ years client service and/or claims management experience ▪ 3+ years experience leading a team preferred ▪ Producer’s License ▪ Demonstrates a breadth and depth of operational service delivery management expertise focused on service quality, people, process and technology ▪ Prior experience designing and implementing productivity and client service improvements ▪ Experience leading and managing teams (preferably in a matrix environment) within an operational service delivery or shared services environment ▪ Strong communicator at all levels Compensation and benefits 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) Manages the Client Experience: ▪ Ensures team delivers consistent, positive operational results by achieving and maintaining defined service levels by successfully executing agreed to processes, which includes using all the prescribed systems, resources and tools ▪ Executes ongoing audits to proactively measure performance against established service levels, processes, procedures, etc. and uses results to identify training, best practice sharing and process improvement opportunities ▪ Monitors workflow and throughput to ensure team meets or exceeds performance standards, leveraging standard operational reports, adjusting resources and rebalancing work as required ▪ Resolves difficult, high profile client issues; Conducts root-cause analyses, implements appropriate corrective action plan(s), and applies/shares lessons learned for future benefit ▪ Proactively communicates key operational performance to operations team members, Branch Management and other key stakeholders including Production teams ▪ Effectively works with other Branches and Regions to identify enterprise-wide client service issues; Collaborates with other regions to create action plans for problem resolution ▪ Identifies, facilitates, leads and/or participates in projects to continually improve operations, which includes projects and initiatives with a Regional or Divisional scope ▪ Coordinates requests and resolves issues with Service Centers partners ▪ Seeks and develops new business opportunities in alignment with Branch objectives and targets ▪ Consistently measures client satisfaction and proactively addresses areas of client concerns ▪ May directly service a book of business, which should not occupy any more than 20% of your time Manages People: ▪ Provides direct leadership to multiple client service teams, including all aspects of talent acquisition and development, employee engagement, etc. ▪ Identifies, hires, develops and retains a high performing staff through continuous learning, honest feedback, rigorous development and disciplined talent management ▪ Uses collaboration to effectively manage functions across a matrix environment ▪ Provides feedback and coaching timely to ensure effective client service and continuous staff development ▪ Accepts appropriate feedback and incorporates recommendations that improve customer service, staff development, and staff retention ▪ Identifies, promotes and adopts performance and support tools for client service staff and ensures staff is fully trained and able to perform at a high level ▪ Supports team by leading communication and adopting resources and tools to deliver the best service to our clients ▪ Utilizes effective hiring practices, employee engagement strategies and training to maximize employee retention and team performance ▪ Develops team bench strength, by identifying and preparing appropriate back-up and succession on all functions/areas of responsibility, including team leadership ▪ Effectively balances workload of staff to ensure quality service for clients while offering growth and cross-training opportunities for team Maintains confidential information ▪ Successfully utilizes rigorous and disciplined talent management strategies to meet or exceed operations goals and defined performance metrics ▪ Champions teamwork, knowledge sharing, commitment to continuous improvement and personal accountability ▪ Ensures proper staffing through appropriate workload balancing, forecasting and utilization of employee cross-training; Maintains staffing levels within targeted ranges Critical Competencies: ▪ Able to balance the unique needs of our clients while maximizing operational efficiency Known for developing employees and teams ▪ Role model for achieving performance standards and champion of Gallagher’s shared values ▪ Strong planning and organizational skills with the ability to handle varied tasks/instructions ▪ Successfully manages competing priorities ▪ Able to be flexible when required, responding to change and learning opportunities ▪ Independently manages multiple tasks and responsibilities for self and teams ▪ Strong client focus ▪ Strong decision making skills based on evidence/data ▪ Identifies and resolves problems through root cause analysis and creative solutions ▪ Strong initiative with excellent time management skills ▪ Solid understanding of financial concepts and reporting Requirements: ▪ Bachelor's degree with 5+ years client service and/or claims management experience –OR– High School degree/GED with 10+ years client service and/or claims management experience ▪ 3+ years experience leading a team preferred ▪ Producer’s License ▪ Demonstrates a breadth and depth of operational service delivery management expertise focused on service quality, people, process and technology ▪ Prior experience designing and implementing productivity and client service improvements ▪ Experience leading and managing teams (preferably in a matrix environment) within an operational service delivery or shared services environment ▪ Strong communicator at all levels