Client Service Supervisor (Personal Lines)

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Job Purpose:

The 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.  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.

Client Service Supervisor’s Primary Areas of Focus:

• 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)

Manages the Client Experience:

• 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

Manages People:

• 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

Manages an Assigned Group of Accounts:

• 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

Critical Competencies:

• Demonstrates a breadth and depth of service delivery management expertise focused on quality, people, process and technology
• Strong communicator at all levels, both written and verbal
• Role model for achieving performance standards and champion of Gallagher’s shared values
• Strong planning and organizational skills with the ability to handle varied tasks/instructions
• Successfully manages competing priorities
• Is flexible when required, responding to change and learning opportunities
• Independently manages multiple tasks and responsibilities for self and teams
• Proficient in using technology as a tool to maximize productivity and quality
• Comfortably engages others in a consultative sales dialogue
• Consistently delivers high quality work on a timely basis
• Builds collaborative and mutually meaningful relationships with internal and external clients
• Analyzes data and uses the information to make decisions
• Keen problem solving skills, focusing solutions on the root cause

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
• 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

#LI-TW-1

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

 Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• 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

Other benefits include:

• 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
• And more...

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements and Pay Disclosure Statement

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.