Client Service Leader

About the role

As the Client Service Leader, you will ensure delivery of exceptional service to Gallagher’s clients by managing our client service teams. You will champion branch initiatives and drive our dominant priorities, using your experience in client service and business insight to lead our team and create depth in our client relationships. We will look to you to develop and cultivate outstanding relationships within our branch and with our clients and vendor partners.

Responsibilities

• Monitor overall book and client assignments for the team while managing 1-2 clients to keep you in touch with the marketplace.
• Provide guidance in the employee benefits Client Service Cycle to ensure a seamless renewal process and handle advanced service issues. Success is measured by retention, with a renewal target of 95%.
• Continuously assess the performance of team members, providing ongoing, timely feedback and coaching to improve performance.
• Prioritize team workflow and ensure accountability and compliance in both internal and external partnerships.
• Communicate performance expectations and ensure team members have the resources to achieve their goals.
• Recognize the client strategy and determine appropriate coverage solutions that support and enhance the clients' culture, values, and mission.
• Support consultants in winning new business by participating in meetings and calls with prospects and effectively communicating Gallagher’s Value Proposition.
• Encourage "cross-solving" with clients to communicate resources available within Gallagher (e.g., Pharmacy Practice, Retirement Services, HR Consulting, Voluntary Benefits) and actively seek business referrals.
• Champion Gallagher resources and tools to maximize efficiency in managing client deliverables.
• Guide, develop, and mentor new hires, account management, and team resources, fostering team engagement by supporting our culture and driving commitment to the Gallagher Way.
• Complete internal professional development programs to gain an understanding of the insurance industry and GBS processes.
• Exemplify the highest ethical standards, promote ethical behavior, and uphold The Gallagher Way.

Skills

• Comfortable giving and receiving constructive feedback.
• Demonstrate a high level of professionalism in all interactions.
• Recognize each teammate is unique and seek to learn their unique goals and priorities.
• Experience navigating the benefits market from the broker perspective, the renewal cycle, and the financial drivers that impact clients.
• Take action to influence events, achieve team goals, and retain clients.
• Adaptable and remain composed in an environment that requires balancing multiple priorities.
• Actively seek to develop professional skills and improve efficiency and productivity.
• Innovative and rarely satisfied with the status quo; generate new and practical ideas to continuously improve.
• Desire to build knowledge of Gallagher tools, systems, and shared resources.
• Go the “Extra Mile” to achieve results that benefit the client, the Branch, and Gallagher.

Qualifications

• Required: Bachelor's degree with 5+ years of client service and/or claims management experience or High School degree/GED with 10+ years of client service and/or claims management experience.
• 1+ years of supervisory experience.
• Appropriate licensing as required.
• Preferred: Prior experience designing and implementing productivity and client service improvements.
• Preferred: Experience leading and managing teams (preferably within a matrix environment) within an operational service delivery or shared services environment.
• Preferred: Keen understanding of professional and industry standards/practices.

Benefits

• 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.