Client Service Management Manager - 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.

Future opportunity for a Client Manager While this role is not currently open, we are always looking to connect with talented professionals like yourself for upcoming opportunities

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.

As the Branch Client Service Director 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. We will look to you to develop and cultivate outstanding relationships within our branch, with our clients, and vendor partners.

• You lead a Client Service team that delivers high quality and efficient service to both the internal and external clients of one or more Branches
• Champion partnership and teamwork between sales and service
• You report into the Regional VP Client Services with a strong dotted-line reporting relationship to the Branch Manager to ensure service goals and objectives support the Branch strategy
• You manage the Branch’s Client Service Supervisors, Managers and Associates
• By creating a culture of performance and continuous improvement, you directly impact business outcomes such as client retention, client satisfaction, and enhancing Gallagher’s value to our clients and prospects
• Serve as ambassador to carrier partners; aligning client expectations and carrier deliverables to maximum effect.
• You take action to ensure the region and broader enterprise maximize retention of client revenue in support of organic growth targets that provide appropriate shareholder value
• Champion client service at the branch level and work with your teams to establish goals and evaluate results
• Partner with the branch leadership to develop work flows, planning and service models that support the renewal and onboarding process for clients
• You create a diverse culture of innovation by actively recruiting, hiring, mentoring and onboarding new team members
• Supporting M&A integration, you bring new partners into alignment with current Gallagher practices
• Facilitate projects to continually improve operations on both a regional and divisional scope
• You create capacity for expanded sales and improved service by leveraging technology and automation
• You collaborate with our corporate resources in HR, Learning and development, and Recruitment to support your branch development, compliance, and growth goals
• Manage implementation of Client Annual Review (CAR) procedures for Most Important Clients and any at risk clients; coordinate and collaborate with Operations counterpart
• Consistently model the Gallagher Way; foster a culture of teamwork and growth throughout the organization
• 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

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 GallagherA

Required:

• 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 supervisory experience.
• Appropriate licensing as required.

Preferred:

• Demonstrates a breadth and depth of operational service delivery management expertise focused on service quality, people, process and technology.
• Prior experience designing and implementing.
• Significant experience leading and managing teams (preferably in a matrix environment) with an operational service delivery or shared services environment.

Behaviors:

• Strong communicator at all levels

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.