Client Service Director- Regional Personal Lines

Client Service/Account Management
55954 Requisition #

Job Purpose:

The Personal Lines Regional Client Service Director is accountable for leading a region-wide client service team that delivers high quality and efficient service to both internal and external clients across a network of branches.  This role reports into the Personal Lines Vice President of Strategy and Operations.  The Regional Client Service Director 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.  In addition, this role will contribute to growing the national personal lines organization by acting as a subject matter expert nationally for continuous process improvement.


Primary Areas of Focus:

Delivery Exceptional Client Experience

  • Ensure client service teams achieve defined goals on retention, NPS, productivity, and quality by successfully executing agreed to processes, which includes using all the prescribed systems, resources and tools
  • Proactively measure performance against established service levels, processes, procedures, etc. and use results to identify training, best practice sharing and process improvement opportunities
  • Resolves difficult, high profile client issues: Conduct root-cause analyses, implement appropriate corrective action plan(s), and implement lessons learned for future benefit
  • Proactively communicate operational performance to personal lines leadership and other key stakeholders
  • Identify, facilitate, lead, and/or participate in projects to continually improve operations, which includes projects and initiatives
  • Coordinate requests and resolve issues with partner Service Centers
  • Identify and implement best practices throughout the region and work with peers to drive Divisional best practices
  • Closely partners with the Sales organization in supporting process improvements to drive strong client satisfaction and retention
  • Maintain personal involvement and operations management oversight for Key Accounts

§  Manage Team Based Service Model

·   Train, coach/mentor, and manage team-based Client Service Supervisors in regard to goals and benchmark setting, employee development, communication, and leadership growth

·      Utilize call center reporting, trending, and on-going analysis in supporting team-based goals and benchmark expectations

·      Manage all team-based activities and staff competencies to optimize and sustain performance, profitability, cost controls, and customer satisfaction

·      Assist Client Service Supervisor in managing employee hiring, disciplinary action, and terminations as necessary in cooperation with Human Resources

·      Ensure standards of quality are maintained; set targets for employee performance and monitor progress

People Management

· Provides direct leadership to direct reports, which includes all aspects of talent acquisition, development, engagement, etc.

· Identifies, promotes and adopts performance training and support tools for Region-wide client service staff

·       Supports team by leading communication and adoption of resources and tools to deliver the best service to our clients

·       Utilizes effective hiring practices, employee engagement strategies and training to maximize employee retention and team performance

·       Proactively identifies and prepares appropriate succession plans for regional leaders

·       Delivers timely, candid and tactful feedback and coaching, both positive and developmental

·       Maintains confidential information

·       Successfully utilizes rigorous and disciplined talent management strategies to meet or exceed operations goals and defined performance metrics

·       Champions teamwork, knowledge sharing, commitment to continuous improvement and personal accountability

·       Holds direct reports accountable for ensuring proper staffing through appropriate workload balancing, forecasting and utilization of employee cross-training

·       Drive a culture of accountability, continuous improvement, and personal excellence

Subject Matter Expertise:  Continuous Improvement

·       Monitor and improve organizational processes with the aim of making them as effective and efficient as possible

·       Leverage strong process and analytical capabilities to uncover root cases of issues and design improvements

·       Lead implementation of changes and act as mentor for Client Service Directors and Client Service Supervisors during implementation

·       Monitor progress in order to check if changes yield desirable results

·       Partner with Gallagher Service Center (GSC) process owner to improve utilization and efficiency of GSC support

·       Partner with IT to drive personal lines improvements in technology and tools


  Bachelor's degree

·       7+ years client service management experience

·       Significant experience leading and managing teams within an operational service delivery or shared services environment

·       Demonstrates a breadth and depth of operational service delivery management expertise focused on service quality, people, process and technology

·       Demonstrated firm understanding of process improvement techniques

·       Demonstrated experience in implementing process improvements in large, matrix organizations

·       Proactive and positive approach

·       Strong client management skills

·       Possesses strong problem solving skills

·       Proven ability with operational analyses, processes and performance indicators

·       Excellent organizational, written and verbal communication skills

·       Ability to perform comfortably in a fast-paced, deadline-oriented work environment

·       P&C License preferred

U.S. Eligibility Requirements:
  • Interested candidates must submit an application and resume/CV online to be considered
  • Must be 18 years of age or older
  • 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, color, religion, sex, age, veteran status, disability, national origin, or any other legally protected status.  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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