Client Service Director

Introduction


Overview

We’re looking for a Client Service Director to lead a team that delivers exceptional service and drives operational success. In this role, you’ll oversee Personal Lines client service operations, mentor team members, and ensure that every client interaction adds value. Reporting to a Region Client Service Leader, you’ll play a key role in shaping the future of our business by fostering a culture of collaboration, continuous improvement, and client satisfaction.

How you'll make an impact

You’ll lead a team of Client Service professionals, ensuring they deliver high-quality service that meets Gallagher’s operational standards. By leveraging your leadership skills and industry expertise, you’ll drive client retention, support sales initiatives, and resolve complex client issues. You’ll also focus on developing your team’s talent and implementing strategies to improve productivity and service delivery.

Here’s what you’ll do:

• Communicate effectively at all levels to ensure consistent, high-quality client service.
• Lead your branch or regional team to support key sales initiatives and drive revenue retention.
• Manage and develop a team of Client Service professionals and people-managers, providing guidance, feedback, and support to help them grow and succeed. 
• Collaborate with the Branch Manager and Client Service Leader to align team goals with branch or regional strategy and operational success. 
• Identify opportunities to improve client retention and satisfaction by analyzing client needs and recommending additional services or coverage. 
• Oversee multiple tasks and responsibilities for yourself and your team, ensuring deadlines are met.
• Resolve complex and high-profile client issues by conducting root-cause analyses, implementing corrective actions, and applying lessons learned.
• Use your expertise to improve service delivery, focusing on people, processes, and technology.

• Conduct regular audits to ensure compliance with regulations and maintain high service standards. 

• Manage and maintain accurate client and policy data using Gallagher’s systems, ensuring all information is up-to-date and accessible. 

• Leverage Gallagher’s technology to streamline processes, enhance productivity, and deliver exceptional results. 

• Balance multiple priorities effectively, ensuring all tasks are completed on time and meet client and business expectations.

About You

Here’s what you’ll bring to the role:

• Bachelor’s degree with a minimum of 6+ years client service and/or claims management experience
• OR-
• High School degree/GED with a minimum of 11+ years client service and/or claims management experience.
• A minimum of 4+ years supervisory experience
• A Property and Casualty Insurance License.
• Strong interpersonal and planning skills to manage productivity and performance effectively.
• The ability to resolve complex client issues and implement long-term solutions.
• Experience leading teams in an operational service delivery or shared services environment is preferred.
• A collaborative mindset and a commitment to delivering results.

Desired:

• Experience in leading and developing teams (preferably in a matrix environment) within an operational service delivery or shared services environment

Compensation 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 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)