Senior Client Services Manager, Carrier Practice

Gallagher•Rolling Meadows, Illinois

59d•Remote

About The Position

Gallagher Bassett is seeking a remote Senior Client Services Manager to serve as the primary point of contact for a portfolio of clients. The role develops strategic service plans, leads client meetings, analyzes and presents data, and supports client retention through proactive relationship management and operational oversight. The position partners with clients and internal teams to manage programs, support cost-containment initiatives, ensure service excellence, and contribute to program profitability and growth. Occupational Accident experience is preferred. The manager may oversee up to 25 dedicated clients, depending on complexity and client requirements, and may support clients across multiple industries with a focus on selected industries. The role works with minimal supervision, aligns internal and external resources with client goals, and acts as a critical link between clients, management, and claims operations. It also includes coordinating client-specific initiatives, planning and leading meetings, identifying issues early, and potentially orienting and mentoring lower-level employees. The manager is expected to understand program pricing and basic program profitability and to make appropriate trade-offs among pricing options.

Requirements

Bachelor’s degree.
Five years of related experience.
Insurance license required.
Often travel for client needs, such as claim reviews and stewardship discussions.

Nice To Haves

Experience in Occupational Accident is highly preferred.

Responsibilities

Serve as the primary point of contact for a portfolio of clients and respond promptly to requests.
Identify client issues and challenges proactively and work to resolve them early.
Understand clients’ program goals and align internal and external resources to support those goals.
Develop service plans that capture client goals and track progress.
Structure data to tell a compelling story, present it confidently, and anticipate questions.
Implement and oversee client-specific initiatives, such as closure projects, cost-reduction projects, and performance-guarantee compliance, with some assistance.
Work with a supervisor to plan for and support maximum client retention.
Lead group meetings, including claim reviews, stewardship meetings, and partnership meetings.
Set and communicate roles for internal participants before critical meetings and coordinate pre-brief and debrief communications.
Scope work-related projects, including the time and resources needed to complete them.
Assist in orienting and mentoring lower-level employees as needed.
Understand program pricing and basic program profitability, and make appropriate trade-offs among pricing levers.
Create success stories and capture learning within the manager’s own book of business and that of team members.
Provide synthesized summaries to senior leadership within the account management team.
Focus on material issues and risks, and identify when senior management intervention or escalation may be needed.
Make value-added contributions to meetings, support teammates facing roadblocks, and suggest approaches to improve team success.
Provide team members with direct, honest feedback about performance against the account management skill continuum.