Client Service Manager

Gallagher•Rolling Meadows, IL

About The Position

The Client Service Manager is accountable for delivering high quality and efficient service to both internal and external clients through the day-to-day account management of an assigned group of accounts within a Branch. This role reports directly to the Program Manager. The Client Service Manager directly contributes to key business outcomes such as client retention, client satisfaction, enhancing AJG’s value to our clients and prospects, achieving operating/margin targets and fostering a culture of performance and continuous improvement.

Requirements

Bachelor's degree with 3+ years client service and/or claims management experience –OR– High School degree/GED with 8+ years client service and/or claims management experience
Valid P&C Producer’s license
Able to travel up to 25% of the time
Proficient in Microsoft Office applications
Strong written and verbal communication skills
Proficient in using technology as a tool to maximize productivity and quality
Previous experience managing client relationships
Insurance knowledge – P&C experience preferred

Responsibilities

Delivers high quality client service consistent with AJG operational standards and practices
Supports the business priorities of Branch Managers, Production team members and the Client Service function
Consistently achieves or exceeds operational productivity and performance metrics
Successfully and profitably manages an assigned group of client accounts
Builds relationships with existing clients by providing exceptional ongoing customer care
In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality and timely manner
Secures existing business and drives the sale of additional services and lines of coverage
Cultivates relationships with the buyer in the client organization as well as with day-to-day client representatives and buyers
Resolves issues quickly in a manner that’s appropriate for both the client and the Branch
Establishes effective relationships with markets, knowing which markets to use for certain risks, etc.
Manages to defined service timelines and processes
Leverages systems, services and resources to execute work as effectively and efficiently as possible
Supports one or more Producers and/or Account Executives and is the first line of contact when the Producer or Account Executive is not available
Leads appropriate resources to address the client’s risk management needs
Escalates issues to Client Service Director or Client Service Supervisor as appropriate
Coaches Client Service Associates through continuous learning, honest feedback, and strong talent development
Executes on best practices, processes, leveraging existing systems and shared services
Conducts periodic audits to ensure compliance to standards and service levels; Consistently adheres to service timelines and professional standards
Communicates with carriers
Supports other Branches and/or Regions as needed
Maintains complete and accurate client and policy data and documents within the Gallagher systems
Manages a book of business focused on retention and driving the sale of additional services and lines of coverage