Client Service Leader - Gallagher

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

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.

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. You will use 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.

• You monitor overall book and client assignments for the team while managing 1-2 clients to keep you in touch with the marketplace
• Providing guidance in the employee benefits Client Service Cycle to ensure a seamless renewal process and handle advanced service issues. We measure success based on retention and our renewal target is 95%
• You continuously assess the performance of team members. You provide ongoing, timely feedback and coaching to improve performance
• Prioritizing team workflow and ensure accountability and compliance in both internal and external partnerships
• Communicating performance expectations and ensure team members have the resources to achieve their goals
• You recognize the client strategy and can determine appropriate coverage solutions that support and enhance the clients' culture, values, and mission
• You support consultants in winning new business by participating in meetings and calls with prospects and effectively communicating Gallagher’s Value Proposition
• You encourage "cross-solving" with clients to communicate resources available within Gallagher that we may not currently provide (Pharmacy Practice, Retirement Services, HR Consulting, Voluntary Benefits, etc.) and actively seek business referrals
• You champion Gallagher resources and tools to maximize efficiency in managing client deliverables
• Guiding, developing, and mentoring new hires, account management, and team resources and foster 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
• We ask our team to exemplify the highest ethical standards, promote ethical behavior and uphold The Gallagher Way

What skills will make me successful in this role?

• You are comfortable giving and receiving constructive feedback
• Demonstrating a high level of professionalism in all interactions
• You recognize each teammate is unique and seek to learn their unique goals and priorities
• You have navigated the benefits market from the broker perspective, the renewal cycle, and the financial drivers that impact our clients
• You take action to influence events, achieve team goals, and retain clients
• Adaptable and remain composed and in an environment that requires balancing multiple priorities in any given day
• You actively seek to develop your professional skills and improve efficiency and productivity
• You are innovative and rarely satisfied with the status quo. You love to generate new and practical ideas and aim to continuously improve
• You have a desire to build a knowledge of Gallagher tools, systems and shared resources
• We look for the people who go the “Extra Mile” to achieve results that benefit the client, the Branch and Gallagher

Required:

• Bachelor's degree with 12+ years client service and/or claims management.
• 10+ years experience leading a team.
• Appropriate licensing as required.

Preferred:

• Proven ability to lead and achieve desired results from a dispersed workforce.
• Familiar with well-known process improvement/quality methodologies such as LEAN, Six Sigma, High-Performance Work Teams, etc. Able to balance the unique needs of our clients while maximizing operational efficiency. 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. Significant experience leading and managing teams (preferably in a matrix environment) within an operational service delivery or shared services environment.
• Strong communicator at all levels.
• Role model for achieving performance standards and champion of Gallagher's shared values.

Behaviors:

• Strong planning and interpersonal skills with the ability to handle varied tasks/instructions Successfully manages competing priorities & independently manages multiple tasks and responsibilities for self and teams.
• Able to be flexible when required, responding to change and learning opportunities.

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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.