Senior Client Services Manager - Risk Management

Gallagher•Rolling Meadows, Illinois

89d

About The Position

The Senior Client Services Manager manages a portfolio of up to 25 clients, depending on complexity and client requirements, and serves as their trusted advisor and primary point of contact. The role develops service strategies, aligns internal and external resources with client goals, leads client meetings, analyzes and presents data, implements client-specific initiatives, and identifies opportunities and challenges that affect client goals, retention, and program success. The book of business may span multiple industries, with a focus on select industries. The position requires significant knowledge of products and service capabilities, program pricing, and the basics of company profitability. The manager collaborates across teams, mentors or assists in orienting lower-level employees, scopes projects, and makes strategic business decisions that balance client needs with organizational objectives. The role works with minimal supervision and proactively coordinates with a supervisor and colleagues when needed.

Requirements

Bachelor’s degree.
Five years of related experience.
Insurance license required.
Ability to travel often for client needs.
Significant knowledge of product and service capabilities.
Complete understanding of program pricing and basic understanding of program profitability to the company.
Ability to work with minimal supervision and determine when to engage a supervisor or colleagues.
Ability to lead meetings, communicate effectively with clients and senior leaders, and provide direct, honest feedback to team members.

Responsibilities

Manage a portfolio of up to 25 dedicated clients, depending on complexity and client requirements.
Serve as the single point of contact for clients, respond to requests, and identify potential issues before clients raise them.
Align internal and external resources with client goals and develop service plans to capture goals and track progress.
Structure and present data to tell a compelling story, anticipate questions, and provide synthesized summaries to senior leadership within the account management team.
Implement and oversee client-specific initiatives, such as closure projects, cost-reduction projects, and performance-guarantee compliance.
Work proactively with a supervisor to plan for and support client retention, identifying and resolving issues early.
Lead group meetings, including claim reviews, stewardship meetings, and partnership meetings; set roles for internal participants and arrange pre-brief and debrief communications.
Scope work-related projects, including the time and resources required.
Assist in orienting and mentoring lower-level employees and provide feedback to team members on performance.
Apply knowledge of program pricing and profitability, making appropriate trade-offs among pricing levers to achieve the best outcome.
Travel for client needs, such as claim reviews and stewardship discussions.
Create success stories and capture learnings within the manager’s own book of business and that of team members.
Identify key risks and matters requiring senior management intervention, and escalate issues appropriately.
Provide value-added input in meetings, remain accessible to team members facing roadblocks, and suggest approaches to improve team success.