Client Service Manager Team Lead

Gallagher•Glens Falls, NY

16h

About The Position

As a Client Service Manager Team Lead, you'll combine advanced client service expertise with leadership responsibilities that support team performance, operational excellence, and a consistent client experience. In addition to managing your own book of business, you'll serve as a trusted technical resource and escalation point for complex client situations while helping to elevate the performance of the broader team. This role is ideal for a service professional who enjoys developing others, driving process improvements, and influencing results through collaboration. You may provide formal or informal leadership support, including coaching, onboarding, workflow coordination, and team development, while ensuring the highest standards of client service and operational effectiveness.

Requirements

5+ years of experience in insurance client service or account management
Active Property & Casualty (P&C) license
Strong knowledge of insurance products, service processes, and client relationship management
Demonstrated ability to resolve complex client and coverage issues
Experience mentoring, coaching, training, or leading team initiatives
Strong organizational and workflow management skills
Ability to influence and guide others without relying solely on formal authority
Effective communication and stakeholder management skills
Strong analytical and problem-solving capabilities
A collaborative leadership style and commitment to team success
Ability to leverage data, technology, and reporting tools to drive decisions and improve outcomes

Responsibilities

Manage a portfolio of Small Business clients while delivering exceptional service, retention, and growth outcomes
Serve as a primary escalation point for complex client service, coverage, and renewal issues
Provide technical guidance and support to team members on service standards, workflows, and best practices
Coach, mentor, and support onboarding of new team members to promote consistent service excellence
Coordinate workflows and resources to improve efficiency, workload balance, and service delivery
Partner with leadership to drive operational excellence, quality assurance, and continuous improvement initiatives
Analyze service trends, workflows, and performance metrics to identify opportunities for improvement
Foster strong relationships with producers, carriers, clients, and internal stakeholders
Promote adoption of technology, tools, and processes that enhance the client experience
Support client retention, revenue growth, and overall business performance through leadership and influence
May provide direct leadership responsibilities, including team oversight and performance support, where applicable