Personal Lines Client Service Manager II

Gallagher•Alpena, MI

2d•Hybrid

About The Position

At Gallagher, the Personal Lines Client Service Manager II leads complex client relationships and provides consultative, forward-thinking coverage solutions in a collaborative environment. The role owns and grows a Personal Lines portfolio, shapes strategy, influences decisions, identifies coverage gaps and growth opportunities, and delivers a high-quality client experience using data and digital tools. This is a hybrid role requiring three days in the office and two days remote. Typical working hours are Monday through Friday, 8:30 AM to 5:00 PM.

Requirements

Progressive experience in insurance client service or account management, including independently managing moderately complex Personal Lines accounts.
Active P&C license and strong knowledge of coverage, policy terms, endorsements, and service processes.
Ability to support complex client inquiries with clear, coverage-focused guidance.
Effective communication and a consultative approach to building trust and simplifying complexity.
Strong judgment and ownership, including confidently resolving complex issues and navigating ambiguity.
Organization and attention to detail to manage competing priorities and renewal timelines.
Continuous improvement mindset, with the ability to identify inefficiencies and enhance service delivery.
Ability to collaborate and influence through expertise while supporting team performance without formal authority.
Relationship-building and problem-solving skills focused on strong client outcomes.

Responsibilities

Own and grow a Personal Lines portfolio, delivering a high-quality, relationship-driven client experience.
Lead complex renewals end-to-end, aligning coverage with risk and managing timelines effectively.
Build strong client relationships through proactive engagement, anticipating needs and driving retention.
Identify policy gaps and provide coverage solutions that support cross-sell and account growth goals.
Provide expert guidance on complex coverage decisions and independently resolve service challenges.
Ensure operational excellence through accuracy, compliance, and continuous process improvement.
Share expertise and support a high-performance, collaborative team culture.
Use data and digital tools to deliver efficient, modern client service.
Drive retention, satisfaction, and portfolio growth through consistent, insight-led delivery.