National Director Health Pools Client Services

Gallagher•Grand Rapids, MI

18h

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. The National Director - Health Pools Client Services is a key leadership role responsible for overseeing and optimizing client service operations within Gallagher’s Health Pool Practice. This role is focused on driving exceptional client service, ensuring revenue retention, and maintaining cost efficiency across the practice. The National Director will lead efforts to develop best practices, monitor and improve client service cost-to-revenue ratios, and implement scalable service models that align with Gallagher’s strategic goals. This position requires a strategic leader with a deep understanding of client service operations, data management, and process optimization. The National Director will work closely with Center of Excellence (COE) sites, branch teams, and key stakeholders to ensure seamless integration of service structures, deployment of best practices, and delivery of exceptional client experiences.

Requirements

Bachelor’s degree in Business, Operations, or a related field
Extensive experience in client service operations, preferably within the insurance or health benefits industry
Proven track record of achieving high client revenue retention rates and improving client service cost-to-revenue ratios
Strong understanding of data management, automation, and process optimization tools and platforms (e.g., AMP, DMS)
Experience in developing and managing service structures within a Center of Excellence (COE) framework
Exceptional leadership and collaboration skills, with the ability to work effectively across branches, regions, and divisions

Nice To Haves

advanced degree (MBA or equivalent) preferred

Responsibilities

Develop Best Practices: Create and implement standardized best practices for COE sites and local branch pool teams to achieve a target of 97% client revenue retention.
At-Risk Client Tracking: Establish and maintain a robust tracking system to identify at-risk clients early.
Remediation Planning and Execution: Collaborate with branch teams and COE sites to develop and execute remediation plans for at-risk clients.
Strategic Planning for MIC Clients: Participate in internal preparation for client meetings and strategic planning sessions, focusing on MIC (Most Important Clients) pool clients.
Monitor Ratios: Continuously monitor client service cost-to-revenue ratios within COE sites, ensuring ratios are maintained at or below 15%.
Support Branches with High Ratios: Work closely with branches that have pool client service cost-to-revenue ratios exceeding 15%.
Data Analysis and Reporting: Analyze cost-to-revenue data to identify trends, challenges, and opportunities for improvement.
Develop Service Structure: Design and implement a COE site service structure that is fully integrated into the larger branch, regional, and divisional service framework.
Oversight and Collaboration: Provide oversight of COE operations, closely partnering with Janice Butler and Stephanie Roberts to ensure alignment with Gallagher’s operational goals and GCoE (Gallagher Center of Excellence) engagement.
Consistency Across COE Sites: Drive consistency and efficiency across COE sites by standardizing processes, workflows, and service delivery models.
Data Management and Automation: Develop and implement incremental plans for the deployment of data management, automation, and best practices within AMP (Account Management Platform) and DMS (Document Management System).
Uniform Service Support Model: Design and deploy a uniform service support model to enable scalable growth and ensure service levels are right-sized to revenue.
Oversight of GCoE Resources: Provide general oversight of GCoE SSA (Shared Service Associates) and SSM (Shared Service Managers) resources.
Process Evaluation and Improvement: Continuously evaluate client service processes to identify areas for improvement.

Benefits

Medical/dental/vision plans
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