Client Service Manager

Client Service ManagerAt Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they're free to grow, lead, and innovate. You'll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips.

Here, you're not just improving clients' risk profiles, you're building trust. You'll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve.

If you're ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.The Client Service Manager is accountable for delivering high quality and efficient service to both internal and external clients through the day-to-day account management of an assigned group of accounts within a Branch. This role reports directly to the Program Manager. The Client Service Manager directly contributes to key business outcomes such as client retention, client satisfaction, enhancing AJG's value to our clients and prospects, achieving operating/margin targets and fostering a culture of performance and continuous improvement.Client Service Manager's Primary Areas of Focus:Delivers high quality client service consistent with AJG operational standards and practicesSupports the business priorities of Branch Managers, Production team members and the Client Service functionConsistently achieves or exceeds operational productivity and performance metricsMain Accountabilities:Successfully and profitably manages an assigned group of client accountsBuilds relationships with existing clients by providing exceptional ongoing customer careIn partnership with the Production team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality and timely mannerSecures existing business and drives the sale of additional services and lines of coverageCultivates relationships with the buyer in the client organization as well as with day-to-day client representatives and buyersResolves issues quickly in a manner that's appropriate for both the client and the BranchEstablishes effective relationships with markets, knowing which markets to use for certain risks, etc.Manages to defined service timelines and processesLeverages systems, services and resources to execute work as effectively and efficiently as possibleSupports one or more Producers and/or Account Executives and is the first line of contact when the Producer or Account Executive is not availableLeads appropriate resources to address the client's risk management needsEscalates issues to Client Service Director or Client Service Supervisor as appropriateCoaches Client Service Associates through continuous learning, honest feedback, and strong talent developmentExecutes on best practices, processes, leveraging existing systems and shared servicesConducts periodic audits to ensure compliance to standards and service levels; Consistently adheres to service timelines and professional standardsCommunicates with carriersSupports other Branches and/or Regions as neededMaintains complete and accurate client and policy data and documents within the Gallagher systemsManages a book of business focused on retention and driving the sale of additional services and lines of coverageCritical Competencies:Comfortably engages others in a consultative discussionKeen understanding of professional and industry standards/practicesRole model for high performance and Gallagher's shared valuesConsistently delivers high quality work on a timely basisBuilds collaborative and mutually meaningful relationships with internal and external clientsComfortable analyzing and using data to make decisionsEffectively balances a strong client focus with maximizing operational efficiencyQuickly determines critical issues, detail orientedSolves problems quickly and focus solutions on the root causeLearns new systems, processes and skills quicklyWorks effectively as a teamWorks in a self-directed mannerFocused on best practices for operations processes and proceduresEffectively manages/balances multiple and sometimes competing prioritiesFacilitates and/or leads group meetings with internal and external clientsAbout You:Bachelor's degree with 3+ years client service and/or claims management experience –OR– High School degree/GED with 8+ years client service and/or claims management experienceValid P&C Producer's licenseAble to travel up to 25% of the timeProficient in Microsoft Office applicationsStrong written and verbal communication skillsProficient in using technology as a tool to maximize productivity and qualityPrevious experience managing client relationshipsInsurance knowledge – P&C experience preferredCompensation and benefits:At Gallagher, we believe supporting our colleagues goes far beyond the role itself.

For more information, visit our Benefits page. Competitive compensation, comprehensive benefits programs designed to support your well-being, career development opportunities and ongoing learning, a collaborative, people-first culture with accessible leadership, the opportunity to do meaningful work with global reach and local impact.