Personal Lines Client Service Director

Gallagher•Reading, MA

About The Position

The Client Service Director leads one or more Branches’ Client Service teams and is accountable for providing high-quality, efficient service to internal and external clients. The role reports directly to the Client Service Leader and has a strong dotted-line reporting relationship to the Branch Manager, aligning service goals with Branch strategy. The Director manages Client Service Supervisors, Managers, and Associates and influences client retention and satisfaction, operating and margin targets, the value delivered to clients and prospects, and a culture of performance and continuous improvement. The Director oversees client experience and service delivery by monitoring service levels, audits, workflow, and performance; resolving complex client issues; communicating operational results; coordinating with other Branches, Regions, and Service Center partners; and leading process-improvement initiatives. The role may also service a book of business, provided that work takes no more than 20% of the Director’s time. The Director leads multiple client service teams and is responsible for talent acquisition, development, engagement, retention, workload balancing, staffing, and succession planning. They coach and provide feedback, support training and cross-training, maintain confidentiality, and promote teamwork, knowledge sharing, accountability, and continuous improvement. The role also seeks and develops new business opportunities in alignment with Branch objectives.

Requirements

Bachelor’s degree and 5+ years of client service and/or claims management experience, or a high school degree/GED and 10+ years of client service and/or claims management experience.
Producer’s License.
Demonstrated operational service delivery management expertise across service quality, people, processes, and technology.
Experience designing and implementing productivity and client service improvements.
Experience leading and managing teams within an operational service delivery or shared services environment; matrix-environment experience is preferred.
Strong communication skills at all levels.
Strong client focus, planning, organizational, decision-making, problem-solving, and time-management skills.
Ability to manage competing priorities and multiple responsibilities, work flexibly, and respond to change and learning opportunities.
Ability to make evidence- and data-based decisions, conduct root-cause analysis, and develop creative solutions.
Solid understanding of financial concepts and reporting.
Ability to develop employees and teams and to model performance standards and Gallagher’s shared values.

Nice To Haves

3+ years of experience leading a team.
Experience leading teams in a matrix environment.

Responsibilities

Lead Client Service teams across one or more Branches to deliver high-quality, efficient service in accordance with Gallagher’s operational standards and practices.
Align Client Service Operations priorities with Branch strategy through close coordination with Branch Managers and the Regional Client Service Operations Leader.
Monitor service levels, processes, audits, workflow, throughput, and performance metrics; adjust resources and rebalance work as needed.
Conduct audits and use results to identify training needs, share best practices, and improve processes.
Resolve difficult, high-profile client issues; conduct root-cause analyses; implement corrective action plans; and share lessons learned.
Communicate operational performance to team members, Branch Management, Production teams, and other stakeholders.
Collaborate across Branches and Regions to resolve client service issues and develop action plans.
Identify, lead, facilitate, or participate in operational improvement projects, including Regional or Divisional initiatives.
Coordinate requests and resolve issues with Service Center partners.
Seek and develop new business opportunities aligned with Branch objectives and targets.
Measure client satisfaction and proactively address client concerns.
If servicing a book of business, limit that work to no more than 20% of time.
Lead multiple client service teams, including talent acquisition, employee development, and engagement.
Hire, develop, and retain high-performing staff through learning, feedback, development, and disciplined talent management.
Coach staff and provide timely feedback to support client service and employee development.
Identify and implement performance and support tools, and ensure staff are trained to use them.
Balance workloads, forecast staffing needs, support cross-training, and maintain staffing levels within target ranges.
Develop team bench strength and prepare appropriate backups and succession plans, including for team leadership.
Maintain confidential information and promote teamwork, knowledge sharing, accountability, and continuous improvement.