Client Service Supervisor

Gallagher•Glens Falls, NY

16h

About The Position

As a Client Service Supervisor supporting Small Business, you'll lead and develop a team of client service professionals across multiple service functions, driving operational excellence, service quality, and business performance. You'll be responsible for fostering a culture of accountability, collaboration, and continuous improvement while ensuring exceptional client experiences and strong business outcomes. In this role, you'll balance people leadership with operational oversight, coaching and developing talent, managing team performance, and optimizing workflows to support organizational goals. Through strategic partnership, data-driven decision-making, and a focus on service excellence, you'll play a key role in driving employee engagement, client retention, operational efficiency, and overall team success.

Requirements

Proven experience leading insurance operations, client service, or service delivery teams with responsibility for employee development, performance management, and operational results.
Strong understanding of insurance products, client service operations, workflows, and service delivery best practices.
Demonstrated success coaching, developing, and motivating employees across varying levels of experience and responsibility.
Experience managing multiple priorities, balancing operational demands with people leadership responsibilities.
Strong knowledge of workforce planning, resource management, capacity planning, and performance measurement.
Ability to analyze operational and performance data to identify opportunities for improvement and drive business results.
Effective communication and leadership skills with the ability to influence stakeholders and build strong cross-functional partnerships.
Strong problem-solving and decision-making capabilities, particularly in complex client, employee, or operational situations.
Ability to lead through change, foster employee engagement, and promote a positive, high-performing team culture.
Commitment to continuous improvement, operational excellence, and delivering exceptional client experiences.
A business-minded approach with a strong focus on team performance, client outcomes, and alignment with The Gallagher Way.

Responsibilities

Lead, coach, and develop a team of client service professionals across multiple Small Business service functions, fostering a culture of accountability, collaboration, and high performance.
Establish clear performance expectations and provide ongoing coaching, feedback, and development opportunities to support employee growth and engagement.
Drive operational excellence by ensuring consistent, high-quality service delivery aligned with business objectives, service standards, and client expectations.
Monitor team performance, service metrics, workloads, and productivity trends, implementing strategies to improve efficiency, quality, and overall effectiveness.
Manage staffing, workforce planning, and resource allocation to ensure appropriate coverage and achievement of service level expectations.
Partner with Team Leads and senior service professionals to support employee development, workflow coordination, and escalation management.
Recruit, onboard, develop, and retain top talent while building a strong internal talent pipeline for future growth opportunities.
Handle complex client and service escalations, ensuring timely resolution and positive outcomes for clients and business partners.
Collaborate with leadership, producers, and cross-functional stakeholders to drive alignment, service consistency, and successful execution of business initiatives.
Leverage data, reporting, and operational insights to identify trends, improve performance, and support informed decision-making.
Champion process improvement, technology adoption, and change initiatives that enhance efficiency, scalability, and the overall client experience.
Contribute to key business objectives, including client retention, employee engagement, operational performance, service quality, and profitability.