Client Service Director, NY/NJ Metro

Gallagher•New York, NY

About The Position

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher. 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 Area President with a dotted line into the Regional Client Service Leader 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. This role has a direct impact on business outcomes such as client retention, client satisfaction, enhancing Gallagher'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.

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 supervisory experience.
Appropriate licensing as required.

Nice To Haves

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.
Strong communicator at all levels

Responsibilities

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 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 with 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
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
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
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
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

Benefits

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
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