Client Service Leader

Introduction


Overview

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.

How you'll make an impact

• 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

About You

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.
• 1+ years supervisory experience. Appropriate licensing as required

Preferred:

• Prior experience designing and implementing productivity and client service improvements
• Experience leading and managing teams (preferably within a matrix environment) within an operational service delivery or shared services environment
• Keen understanding of professional and industry standards/practices.
  
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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)