SVP - Global Head of Claim Intake/FNOL

Gallagher•Rolling Meadows, IL

11d

About The Position

This is a rare opportunity to lead and transform Gallagher Bassett’s Global Claim Intake/FNOL function, overseeing large-scale operations while shaping the future of AI-powered claim intake, customer experience, and service delivery across multiple geographies and lines of business. You'll have a direct impact on business performance and growth by driving innovation, developing investment strategies, building high-performing teams, and positioning intake as a key market differentiator that improves claim outcomes for clients worldwide.

Requirements

Bachelor's degree and a minimum of 12 years related experience required.

Nice To Haves

Master's degree preferred.
Leadership of large teams.
Excellent analytical skills and data driven thinking.
A product mindset, with the ability to drive innovation and growth while aligning global executives.

Responsibilities

Lead GB’s North America intake operations across all channels, including the 24x7 voice intake operation, learning & development, customer support, client relations, and vendor management teams
Define and monitor performance metrics, identifying areas for improvement and providing targeted feedback
Drive performance and experience results across all aspects of the businesses
Build a high performing and high retention team
Analyze customer feedback data to identify trends and implement necessary changes to improve the overall customer experience
Regularly review and adjust staffing levels to meet demand fluctuations across different channels
Lead GB’s global Claims Intake / FNOL strategy and transformation agenda, modernizing how incidents are reported, captured, enriched, triaged, assigned, and converted into actionable claim workflows across channels, lines of business, geographies, and platforms
Own the global product direction and roadmap for AI-led intake transformation
Develop and own business cases for intake investments, including cost reduction, EBITDAC impact, revenue lift, service attachment, faster setup, improved data quality, reduced leakage, and better overall claim outcomes
Build a data-driven culture on intake metrics and oversight
Chair a global working group on intake strategy across all of GB’s lines of business
Find opportunities for collaboration across various geographies and businesses, and drive best practice adoption globally
Position Claims Intake / FNOL as a market differentiator by enabling earlier intervention, higher-quality first reports, improved claimant contact, faster routing to the right resource, and more proactive case management for clients.