Client Service Supervisor

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.

We are seeking a Client Service Supervisor to join our growing team. Can you lead a team to deliver exceptional customer service? Are you interested in developing the talent on your team?

We are looking for people who are passionate about building relationships with clients, will collaborate with their team to achieve goals, constantly seek improvement and will demonstrate the value Gallagher can provide.

Position Summary:

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 Hub for a specific client segment. This role reports directly into the Hub Client Service Director. The Client Service Supervisor will have people management responsibility over one or more Client Service Managers and a team of Specialists. The Client Service Supervisor has a direct impact on business outcomes such as organic growth, 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.

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 Hub with the key priorities of the client segment through close interaction with the Hub Client Service Director and Branch Manager
• Holds team members accountable for consistently achieving or exceeding productivity and performance metrics across the Hub
• Manages assigned accounts (the amount of time spent managing accounts will vary based on the number of individuals under direct supervision)

Main Accountabilities:
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 / 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
• 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

Manages an Assigned Group of Accounts:

• Provides primary leadership over an assigned group of accounts; successfully and profitably manages those accounts once bound (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

Required:

• 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.
• A minimum of 1+ years supervisory experience.
• Property & Casualty Insurance License.

Nice to Have:

• Prior experience designing and implementing client service improvements.
• Experience leading and managing teams (preferably within a matrix environment) within an operational service delivery or shared services environment.

U.S. Eligibility Requirements:

• Interested candidates must submit an application and resume/CV online to be considered
• Are you 18 years of age or older or can you demonstrate legal capacity to enter a contract?
• Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
• Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
• Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement which requires, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure

Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.

Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic. 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 applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

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Additional Information