Client Service Director

Gallagher•Glendale, CA

About The Position

The Client Service Director leads one or more Branches’ Client Service teams, ensuring high-quality, efficient service for internal and external clients. The role reports directly to the Regional VP Client Services and has a strong dotted-line reporting relationship to the Branch Manager. It manages Client Service Supervisors, Managers and Associates, and influences client retention and satisfaction, operating and margin targets, service quality, and a culture of performance and continuous improvement. The director works with branch, regional and divisional leaders to improve service delivery, balance workloads, develop workflows and service models, oversee compliance and performance, and support client renewals and onboarding. The role serves as an escalation contact for important clients and resolves complex client issues. It also acts as an ambassador to carrier partners, supports regional and divisional initiatives, and helps maximize retention and organic growth. The position champions technology, automation and process improvement; oversees adoption and quality use of service workflows and systems; develops client service staff and future leaders; and supports vendor relationships, staff training and client review procedures. Travel is approximately 25% of the time.

Requirements

Bachelor’s degree and at least 5 years of client service experience, or high school diploma/GED and at least 10 years of client service experience.
At least 3 years of experience leading a team.
Experience managing project calendars, client onboarding processes and high-touch client relationships.
Experience in Employee Benefits and Human Resources.
Significant knowledge of client experience, attitudes and needs.
Ability to present professionally and convey expertise to build confidence with clients and peers.
Ability to travel approximately 25% of the time.
State Life/Health license required within 60 days of hire.
Strong communication, analytical and organizational skills, with attention to detail and follow-up.
Ability to manage multiple priorities and deadlines and handle long-term projects alongside daily tasks.
Ability to coach and lead a team and help develop future leaders.
Excellent demonstrated written and oral communication skills.
Strong mediation, team-building and interpersonal communication skills, including the ability to ask fact-finding questions.
Independent, self-motivated and people-oriented approach.
Ability to influence others, collaborate and use a consultative approach.
Adaptability, resilience, sound judgment, integrity and ability to develop plans and deliver timely results.
Ability to lead and participate in cross-functional projects and prioritize tasks and commitments.
Ability to translate short-term business goals into team and individual performance goals and articulate strategy, positioning and messaging.

Nice To Haves

Master’s degree or professional certification such as CEBS, CLU or RHU.
Experience working in an H&W branch.
Familiarity with process-improvement or quality methodologies such as LEAN, Six Sigma or High-Performance Work Teams.
Functional awareness of business technology and its applications to benefits strategies.
Expertise in operational service delivery management focused on service quality, people, process and technology.

Responsibilities

Lead multiple client service teams, supervise assigned staff, establish goals and evaluate results.
Coach and mentor client service staff, including Client Service Supervisors, and support leadership development and succession planning.
Oversee branch BOSS Compliance and coordinate with branch operations leaders.
Support workload balancing and appropriate staffing through defined CSO benchmarks.
Develop workflows, planning and service models with branch leadership to support client renewals and onboarding.
Recruit, hire, mentor and train new team members.
Oversee branch-level performance management, including performance reviews, goal setting and progress meetings.
Identify and promote best practices, innovation and continuous improvement across the enterprise.
Support M&A integration and alignment with current CSO practices.
Use defined metrics to oversee adoption and adherence to CSO practices, and communicate performance results to regional operations and other stakeholders.
Serve as an escalation or executive contact for Most Important Clients and help achieve client retention goals.
Resolve high-profile client issues through root-cause analysis, corrective action plans and lessons learned.
Identify, facilitate, lead or participate in regional, divisional and other operational improvement projects.
Partner with regional counterparts to promote best practices and support the AJG summer internship program.
Champion divisional objectives and use technology and automation to create capacity for sales and improve service.
Partner with HRBT leaders to support regional benefits administration technology needs.
Promote understanding of carrier partner processes, platforms and offerings.
Track and communicate meaningful CSO measurements.
Ensure quality use of Account Management Platform workflows and Document Management Systems in the region, coordinating with Operations counterparts.
Lead and support local and regional client services leaders and team members; provide timely, candid and tactful coaching and feedback.
Maintain confidential information and lead communication and adoption of tools and resources that support tier-one client service.
Promote partnership between sales and service, accountability, teamwork, transparency and alignment.
Articulate organizational vision and provide direction to support others’ success.
Facilitate cross-functional collaboration and lead or manage significant division-wide initiatives.
Develop and maintain relationships with carrier, TPA and technology vendor partners.
Partner with HR leaders to ensure regional compliance with required training.
Manage Client Annual Review procedures for Most Important Clients and at-risk clients, coordinating with Operations counterparts.
Ensure client service staff receive regular training on processes, products and best practices.
Participate in industry education and product information seminars and courses.
Report key client service activities and initiatives at regional, branch, management and all-staff meetings, and support staff education and development.