Client Service Leader

Gallagher•Rolling Meadows, IL

26d

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. 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.

Requirements

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
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.

Nice To Haves

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.

Responsibilities

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

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