Personal Lines Client Service Director

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 Client Service Leader 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.

Client Service Director’s Primary Areas of Focus:

Delivers high quality client service consistent with Gallagher’s operational standards and practices

Ties the priorities of the Client Service Operations function with the Branch’s strategies and key priorities through close interactions with the Branch Manager(s) and Regional Client Service Operations Leader

Manages and develops a high performing team by being a champion for client service, teamwork, knowledge sharing, commitment to continuous improvement and commitment to people development

Holds team members accountable for consistently achieving or exceeding productivity and performance metrics across the Branch

Identifies continuous improvement opportunities and leads the effort to implement changes

Manages the Client Experience:

Ensures team delivers consistent, positive operational results by achieving and maintaining defined service levels by successfully executing agreed to processes, which includes using all the prescribed systems, resources and tools

Executes ongoing audits to proactively measure performance against established service levels, processes, procedures, etc. and uses results to identify training, best practice sharing and process improvement opportunities

Monitors workflow and throughput to ensure team meets or exceeds performance standards, leveraging standard operational reports, adjusting resources and rebalancing work as required

Resolves difficult, high profile client issues; Conducts root-cause analyses, implements appropriate corrective action plan(s), and applies/shares lessons learned for future benefit

Proactively communicates key operational performance to operations team members, Branch Management and other key stakeholders including Production teams

Effectively works with other Branches and Regions to identify enterprise-wide client service issues; Collaborates with other regions to create action plans for problem resolution

Identifies, facilitates, leads and/or participates in projects to continually improve operations, which includes projects and initiatives with a Regional or Divisional scope

Coordinates requests and resolves issues with Service Centers partners

Seeks and develops new business opportunities in alignment with Branch objectives and targets

Consistently measures client satisfaction and proactively addresses areas of client concerns

May directly service a book of business, which should not occupy any more than 20% of your time

Manages People:

Provides direct leadership to multiple client service teams, including all aspects of talent acquisition and development, employee engagement, etc.

Identifies, hires, develops and retains a high performing staff through continuous learning, honest feedback, rigorous development and disciplined talent management

Uses collaboration to effectively manage functions across a matrix environment

Provides feedback and coaching timely to ensure effective client service and continuous staff development

Accepts appropriate feedback and incorporates recommendations that improve customer service, staff development, and staff retention

Identifies, promotes and adopts performance and support tools for client service staff and ensures staff is fully trained and able to perform at a high level

Supports team by leading communication and adopting resources and tools to deliver the best service to our clients

Utilizes effective hiring practices, employee engagement strategies and training to maximize employee retention and team performance

Develops team bench strength, by identifying and preparing appropriate back-up and succession on all functions/areas of responsibility, including team leadership

Effectively balances workload of staff to ensure quality service for clients while offering growth and cross-training opportunities for team Maintains confidential information

Successfully utilizes rigorous and disciplined talent management strategies to meet or exceed operations goals and defined performance metrics

Champions teamwork, knowledge sharing, commitment to continuous improvement and personal accountability

Ensures proper staffing through appropriate workload balancing, forecasting and utilization of employee cross-training; Maintains staffing levels within targeted ranges

Critical Competencies:

Able to balance the unique needs of our clients while maximizing operational efficiency Known for developing employees and teams

Role model for achieving performance standards and champion of Gallagher’s shared values

Strong planning and organizational skills with the ability to handle varied tasks/instructions

Successfully manages competing priorities

Able to be flexible when required, responding to change and learning opportunities

Independently manages multiple tasks and responsibilities for self and teams

Strong client focus

Strong decision making skills based on evidence/data

Identifies and resolves problems through root cause analysis and creative solutions

Strong initiative with excellent time management skills

Solid understanding of financial concepts and reporting

Requirements:

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 experience leading a team preferred

Producer’s License

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

Experience leading and managing teams (preferably in a matrix environment) within an operational service delivery or shared services environment

Strong communicator at all levels

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)