Client Service Director

Client Service Director, Los Angeles

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 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. 

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. 

The Client Service Director serves as ambassador to carrier partners; aligning client expectations and carrier deliverables to maximum effect. In addition to supporting divisional and regional projects, the position is accountable to take actions that ensure the region and broader enterprise maximize retention of client revenue in support of organic growth targets that provide appropriate shareholder value.

Branch Success

• Provides direct leadership to multiple client service teams, including managing and supervising assigned staff, establishing goals and evaluating results
• Coaches and mentors entire client service team, including Client Service Supervisors
• Has direct oversight and is responsible for branch BOSS Compliance in collaboration with the Branch Operations leader

• In collaboration with branch leaders (Client Service Supervisor (CSS) and Branch Director of Operations (BDO)) supports workload balancing efforts through defined CSO benchmarks to ensure appropriate staffing levels

• In partnership with the branch leadership, develop work flows, planning and service models that are consistent and sufficient to support the renewal and onboarding process for clients
• Actively recruit, hire, mentor and train new team members
• Responsible for oversight of branch-level performance management process. Responsibilities include: Performance reviews, goal setting and progress meetings. 

• Identify and support best practice opportunities that can be shared with the broader enterprise by fostering a culture of innovation
• Support M&A integration to bring new partners into alignment with current CSO practices as appropriate
• Through the use of defined metrics, provide direct oversight to ensure CSO practices are being adopted, implemented and adhered to
• Helps to achieve critical client retention goals by serving as an escalation/executive contact on Most Important Clients (MIC) as needed
• Resolve difficult, high profile client issues by conducting root-cause analysis, implementing appropriate corrective action plans, and applying lessons learned for future benefit
• Proactively communicate performance results to members of the Regional operations team and other key stakeholders, including Branch Managers
• Identify, facilitate, lead and/or participate in projects to continually improve operations, which includes projects and initiatives with a regional and divisional scope
• In collaboration with branch level client service leaders (Client Service Supervisor (CSS) and Branch Director of Operations (BDO)) supports workload balancing efforts through defined CSO benchmarks
• Partner with regional counterparts to drive best practices
• Support the AJG summer internship program

• Other responsibilities as identified by the Regional President and Divisional Vice President, CSO

Technology & Process

• Champion divisional objectives within the region
• Leverage technology and automation to create capacity for expanded sales and improved service
• In partnership with HRBT leaders, champion and support benefits administration technology needs within the region
• Promote clear understanding of carrier partner processes, platforms and offerings
• Track and communicate meaningful measurement(s) of CSO

• Accountable for measuring and ensuring branch quality use of Account Management Platform (AMP) workflows and Document Management Systems (DMS) within the region; coordinate and collaborate with Operations counterpart

Leadership          

• Provide direct leadership to Client Service Supervisors and client service team members
• Manage, support and mentor local and regional client services leadership team
• Deliver timely, candid and tactful feedback and coaching, both positive and developmental
• Maintain confidential information
• Support the team by leading communication and adoption of resources and tools to deliver tier one service to our clients
• Champion partnership and teamwork between sales and service
• Model and support appropriate accountability for results in the organization
• Leverage communication best practices to ensure alignment and transparency within the region
• Clearly articulate the vision of the organization, and provide specific direction to ensure others’ success
• Consistently model the Gallagher Way; foster a culture of teamwork and growth throughout the organization
• Facilitate cross functional interactions across the organization to ensure win-win outcomes
• In partnership with other regional leaders, identify and cultivate top talent to support succession within the region
• Lead and/or manage significant division-wide initiatives independently or with peers as agreed with Divisional VP of CSO

Stewardship

• Ensure compliance with BOSS standards in coordination and collaboration with Operations counterpart
• Develop and maintain relationships with key vendor partners, including carriers, TPA’s and technology vendors
• In partnership with HR Leaders, ensure region compliance with required training
• Manage implementation of Client Annual Review (CAR) procedures for Most Important Clients and any at risk clients; coordinate and collaborate with Operations counterpart
• Ensure that all client service staff is regularly trained on process, product and best practices

Self-Development

• Participate in industry related educational and product information seminars and courses.
• Report to region / branches on key client services activities and initiatives at both management and all Staff Meetings.
• Assist education and support development of other staff members.

Required

• Bachelor’s degree with 5+ years client service –OR- High school diploma/GED with 10+ years client service experience
• 3+ years’ experience leading a team
• Experience with managing project calendars, client onboarding processes and high touch client relationships.
• Ability to present professionally; conveying expertise to instill confidence in clients and peers.
• Experience in Employee Benefits and Human Resources.

• Significant knowledge of the client experience, attitudes and needs
• Ability to travel ~25% of the time
• State license for Life/Health required within 60 days of hire.

Desired

• Master’s degree or professional certification (CEBS/CLU/RHU) preferred.
• Experience working in an H&W branch.

Work Traits

Communication, Analytical, and Organization Skills

• Highly developed attention to detail, organizational and follow up capabilities.
• Familiar with well-known process improvement/quality methodologies such as LEAN, Six Sigma, High-Performance Work Teams, Etc
• Functional degree of business technology awareness and its applications to benefits strategies.
• Demonstrate a depth of operational service delivery management expertise focused on service quality, people, process and technology
• Ability to manage multiple priorities and deadlines.
• Effectively handle large, long-term projects as well as manage the details associated with everyday tasks.
• Ability to coach and lead a team for growth; as well as help develop future leaders.
• Excellent, demonstrated written and oral communications.
• Strong mediation and team building skills.
• Interpersonal communication skills and the ability to ask fact finding questions.
• Must be independent, selfmotivated, and peopleoriented

Work Execution

• Change agent with ability to influence others
• Collaborative style and strong consultative approach
• Goes the extra mile to do what is right for the client, the company and peers
• Treats new or unfamiliar assignments as an opportunity rather than a burden

Standards and Practices

• Highly adaptable in the face of changing priorities
• Develops sound plans and devotes appropriate resource to ensure timely results
• Resilient and quick to overcome setbacks
• Transparent and fearless with high integrity

Use of Time

• Ability to lead and participate in cross functional team based projects
• Exercises good judgement in prioritization of tasks and projects

Customer Service and Business Strategy

• Prioritizes our commitments to the client and shareholders above all else
• Looks beyond the short range win to see the value of long term strategies
• Ability to translate short-term business goals into team and individual performance goals
• Excels at understanding and articulating strategy, positioning and messaging

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)