Vice President, Client Operations

Gallagher•Rolling Meadows, IL

6d•Remote

About The Position

Gallagher Bassett is seeking a strategic, execution-focused Vice President, Client Operations to lead critical operational functions supporting client delivery. The role ensures services are delivered efficiently, consistently, and at scale, while driving operational excellence, improving performance, optimizing processes, and enhancing service outcomes across business units. The Vice President will assess current operations, identify improvement opportunities, implement scalable solutions, and deliver measurable business results. The role partners closely with Sales, Client Services, Operations, IT, and Finance to strengthen operational effectiveness, support growth, and deliver strong outcomes for clients and internal stakeholders. This is a remote position with at least 15% travel. The successful candidate will lead client support functions, operational improvements, and the client delivery operating model; define and track operational KPIs; prepare business segment performance reports; and support sales, client retention, and profitability goals. The role also provides coaching, mentorship, and talent development, while fostering collaboration, accountability, inclusion, and continuous improvement.

Requirements

Bachelor's degree.
10+ years of experience in consulting, operations, transformation, or operational leadership roles, with end-to-end ownership of initiatives from assessment through implementation.
Experience leading teams and delivering results in a cross-functional, matrixed environment.
Strong experience using metrics to manage operational performance, including service levels, cycle times, quality measures, and productivity indicators.
Demonstrated success driving process improvements, operational excellence initiatives, and measurable business outcomes.
Strategic thinking and ability to connect operational priorities to broader business objectives, establish clear goals, and drive execution across complex organizations.
Strong analytical problem-solving skills, including evaluating complex situations, identifying root causes, and implementing effective solutions.
Process design and improvement experience to drive efficiency, consistency, scalability, and operational excellence.
Proven ability to build alignment, influence stakeholders, and drive execution across multiple teams and functions.
Ability to develop and deliver executive-level updates, facilitate decision-making, and build consensus across the organization.

Nice To Haves

Experience leading operational functions supporting client onboarding, implementation, service delivery, retention, or account management, with a focus on scalability, efficiency, and operational effectiveness.
Insurance, claims, or risk management experience.
Experience evaluating operating models, identifying opportunities for improvement, and leading transformation initiatives across multiple functions.
Experience in management consulting, internal consulting, Chief of Staff, operations leadership, process improvement, operational excellence, or business transformation roles.

Responsibilities

Lead client support functions, including new business implementation and onboarding, client setup, and ongoing support teams; establish priorities, capacity plans, service levels, and quality standards.
Lead operational improvements across client delivery functions by evaluating processes and workflows, identifying sources of delay, rework, and inefficiency, and implementing scalable solutions.
Partner with Sales, Client Services, and business segment leaders to align operational priorities, establish service delivery standards, and drive consistent execution.
Own the client delivery operating model, including roles, handoffs, service level agreements, and governance, and drive continuous improvements as the business evolves.
Define and track operational KPIs; use data and insights to manage performance and inform staffing, process improvement, and investment decisions.
Prepare monthly business segment performance reports and facilitate business reviews that drive decisions and accountability; support business segments in achieving sales, client retention, and profitability goals.
Build partnerships across Sales, Client Services, Operations, IT, and Finance to ensure alignment, accountability, and coordinated execution.
Provide leadership through coaching, mentorship, and talent development.
Foster a high-performing environment that values collaboration, accountability, inclusion, diverse perspectives, and continuous improvement.