Director, Client Services - Captives

Gallagher•Rolling Meadows, IL

About The Position

This role serves as the primary point of contact for up to 10 high-profile, demanding, captive clients, driving strong client relationships by proactively resolving issues, aligning resources to client goals, and delivering strategic service plans that support program success and retention. The position requires deep knowledge of company products and pricing, leadership of client meetings, and the ability to balance profitability with client needs while effectively communicating results and influencing both internal teams and client stakeholders.

Requirements

Bachelor's degree and 6 years related experience.
Insurance license required.
Often travels for client needs (e.g., claim reviews, stewardship discussions).
Possesses and maintains significant and meaningful depth of knowledge in select industries, drivers of risk, and industry/competitor developments.
In-depth understanding of risk, insurance and claim industry information and trends.
Understands dynamics of exposure, coverages, carrier and broker dynamics.
Proficient in Excel and PowerPoint.
Able to structures and data to tell a compelling story.
Incorporates potential nuances (outliers, benchmark data) to reach better conclusions.
Able to engage with more sophisticated clients and brokers.

Nice To Haves

Applicable industry designations preferred.

Responsibilities

May manage anywhere from 1 to 10 clients, many among company’s larger and most demanding.
Acts as a single point of contact with many of the company’s more sophisticated/demanding clients.
Always responsive to requests and consistently identifies and resolves issues/challenges facing the client.
Able to identify when/where to escalate issues. Brings the right people and resources together to solve challenges.
Thorough understanding of what client is trying to accomplish in their program and understands how the company can contribute to these goals. Aligns self and external resources around client’s goals.
Develops consistent, high-quality service plans to capture goals and ensure progress.
Presents client context and interests in a compelling way to motivate others.
Builds thorough knowledge of Company products and services.
Intelligently describes and discusses attributes and benefits, and knows when to introduce them to address business needs.
Communicates/coordinates client specific initiatives, i.e. closure projects, cost-reduction projects, performance warranty compliance and communicate results to senior internal and client contacts.
Proactively works to plan for and ensure maximum retention, often producing renewal by self.
Identifies and rectifies issues early.
Viewed by client as their advocate.
Leads group meetings across audiences (e.g., claim reviews, stewardship meetings, and partnership meetings) with minimal support.
Sets and communicates roles for all internal participants prior to critical meetings.
Ensures appropriate pre-brief and de-brief communication to drive successful client interactions.
Works with minimal supervision, with complete understanding of when to engage supervisor.
Has complete understanding of program pricing.
Understands the basics of program profitability to the company.
Able to make appropriate trade-offs between pricing levers to reach best outcome for company (e.g. multi-year deals, LOP, etc.).

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