Personal Lines Client Service Supervisor

Gallagher•Rolling Meadows, IL

About The Position

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher. The Preferred Personal Lines Client Service Supervisor is accountable for leading a Client Service team that delivers high quality and efficient service to both the internal and external clients within a Branch in the Florida zone. This role reports directly into the Client Service Director with a strong dotted-line reporting relationship to the Branch Manager to ensure Service goals and objectives support the Branch strategy. The Client Service Supervisor will have people management responsibility over one or more Client Service Managers and a team of Client Service Associates. The Client Service Supervisor has a direct impact on business outcomes such as client retention, client satisfaction, enhancing AJG’s value to our clients and prospects, achieving operating/margin targets and creating a culture of performance and continuous improvement.

Requirements

Bachelor's degree with 5+ years client service and/or claims management experience –OR– High School degree/GED with 10+ years client service and/or claims management experience
1 + years supervisory / management experience preferred
Active P&C License
Prior experience designing and implementing productivity and client service improvements
Prior experience leading and managing teams (preferably in a matrix environment) within an operational service delivery or shared services environment
Keen understanding of professional and industry standards/practices

Responsibilities

Delivers high quality client service consistent with AJG operational standards and practices
Manages and develops a high performing team by being a champion for client service, teamwork, knowledge sharing, commitment to continuous improvement and commitment to people development
Ties the priorities of the Client Service operations function with Branch’s strategies and key priorities through close interaction with the Branch Manager and the Client Service Director
Holds team members accountable for consistently achieving or exceeding productivity and performance metrics across the Branch
Manages assigned accounts (the amount of time spent managing accounts will vary based on the number of individuals under direct supervision)
Ensures team delivers consistent, positive operational results by achieving and maintaining defined service levels by successfully executing agreed to processes, which includes using all available systems, resources and tools (GSC)
Executes ongoing audits to proactively measure commitment to established service levels, processes, procedures, etc. and uses results to identify training, best practice sharing and process improvement opportunities
Identifies opportunities for continuous improvement and then designs and implements solutions with a focus on measurable improvement
Monitors workflow and throughput to ensure team meets or exceeds performance standards, leveraging standard operational reports, adjusting resources and rebalancing work as required
Resolves moderately complex client issues
Proactively communicates operational performance to members of the operations team, Branch Management and other key stakeholders including Production teams
Identifies / Facilitates / Leads / Participates in projects to continually improve operations, which includes projects and initiatives with a Regional or Divisional scope
Escalates requests and resolves issues with partner Service Centers to Client Service Director
Consistently collaborates with regional peers
Escalates and manages service related issues as necessary
May directly service a book of business, which should not occupy any more than 80% of your time
Provides direct leadership to Branch Client Service Team, which includes all aspects of talent acquisition, development, engagement, etc.
Uses collaboration to effectively manage functions across a matrix environment
Provides feedback and coaching timely to ensure effective client service and continuous staff development
Identifies, promotes and adopts performance and support tools for client service staff in conjunction with the Client Service Director
Works with Client Service Director to ensure Branch staff is fully trained and able to perform at a high level
Supports team by leading communication and adoption of resources and tools to deliver the best service to our clients
Ensures team has the appropriate resources, tools, and training to effectively service clients at the agreed upon level
Utilizes effective hiring practices, employee engagement strategies and training to maximize employee retention and team performance
Works with Client Service Director to identify and prepare appropriate back-ups and succession on all functions/areas of responsibility, including team leadership
Maintains confidential information
Works with Client Service Director to implement talent management strategies to meet or exceed operations goals and defined performance metrics
Champions teamwork, knowledge sharing, commitment to continuous improvement and personal accountability
Ensures proper staffing through appropriate workload balancing, forecasting and utilization of employee cross-training; Maintains staffing levels within targeted ranges
Successfully and profitably manages an assigned group of accounts (the amount of time spent managing accounts will vary based on the number of individuals under direct supervision)
Builds and solidifies relationships with existing clients by providing exceptional ongoing care
In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the be possible solution is delivered to the client in a high-quality and timely manner
Secures existing business and drives the sale of additional services and lines of coverage
Cultivates relationships with the most senior buyer in the client organization as well as with day-to-day client representatives and buyers
Resolves issues quickly in a manner that’s appropriate for both the client and the Branch
Establishes effective relationships with markets, knowing which markets to use for certain risks, etc.
Leverages systems, services and resources to execute work as effectively and efficiently as possible
Supports one or more Producers and/or Account Executives and is the first line of contact when the Producer or Account Executive is not available
Consistently measures client satisfaction and takes appropriate action when gaps are identified

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