Client Service Manager

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The Client Service Manager II 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 into either the Client Service Director or the Client Service Supervisor. The Client Service Manager II 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.

Delivers high quality client service consistent with AJG operational standards and practices
 Supports the business priorities of Branch Managers, Production team members and the Client Service function
 Consistently achieves or exceeds operational productivity and performance metrics

Successfully and profitably manages an assigned group of client accounts
 Builds relationships with existing clients by providing exceptional ongoing customer care
 In 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 manner
 Secures existing business and drives the sale of additional services and lines of coverage
 Cultivates relationships with the 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.
 Manages to defined service timelines and processes
 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
 Leads appropriate resources to address the client’s risk management needs
 Escalates issues to Client Service Director or Client Service Supervisor as appropriate
 Coaches Client Service Associates through continuous learning, honest feedback, and strong talent development
 Executes on best practices, processes, leveraging existing systems and shared services
 Conducts periodic audits to ensure compliance to standards and service levels; Consistently adheres to service timelines and professional standards
 Communicates with carriers
 Supports other Branches and/or Regions as needed
 Maintains complete and accurate client and policy data and documents within the Gallagher systems
 Manages a book of business focused on retention and driving the sale of additional services and lines of coverage

Comfortably engages others in a consultative discussion
 Keen understanding of professional and industry standards/practices
 Role model for high performance and Gallagher’s shared values
 Consistently delivers high quality work on a timely basis
 Builds collaborative and mutually meaningful relationships with internal and external clients
 Comfortable analyzing and using data to make decisions
 Effectively balances a strong client focus with maximizing operational efficiency
 Quickly determines critical issues, detail oriented
 Solves problems quickly and focus solutions on the root cause

Learns new systems, processes and skills quickly
 Works effectively as a team
 Works in a self-directed manner
 Focused on best practices for operations processes and procedures
 Effectively manages/balances multiple and sometimes competing priorities
 Facilitates and/or leads group meetings with internal and external clients
 Solid financial acumen

Bachelor's degree with 5+ years client service and/or claims management experience –OR– High School degree/GED with 8+ years client service and/or claims management experience
 Producer’s license
 Able to travel up to 25% of the time
 Proficient in Microsoft Office applications
 Strong written and verbal communication skills
 Proficient in using technology as a tool to maximize productivity and quality
 Previous experience managing client relationships
 Insurance knowledge – P&C experience preferred

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. 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...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

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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.

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