Client Service Director, NY/NJ Metro
5 days ago
New York
Introduction At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher. Overview The Client Service Director is accountable for leading a Client Service team that delivers high quality and efficient service to both the internal and external clients of one or more Branches. This role reports directly into the Area President with a dotted line into the Regional Client Service Leader to ensure service goals and objectives support the Branch strategy. The Client Service Director will have people management responsibility over one or more Branch’s Client Service Supervisors, Managers and Associates. This role has a direct impact on business outcomes such as client retention, client satisfaction, enhancing Gallagher's value to our clients and prospects, achieving operating/margin targets and creating a culture of performance and continuous improvement. The Client Service Director serves as ambassador to carrier partners; aligning client expectations and carrier deliverables to maximum effect. In addition to supporting divisional and regional projects, the position is accountable to take actions that ensure the region and broader enterprise maximize retention of client revenue in support of organic growth targets that provide appropriate shareholder value. How you'll make an impact Branch Success • Provides direct leadership to multiple client service teams, including managing and supervising assigned staff, establishing goals and evaluating results, • Coaches and mentors entire client service team, including Client Service Supervisors, • Has direct oversight and is responsible for branch compliance in collaboration with the Branch Operations leader, • In collaboration with branch leaders (Client Service Supervisor (CSS) and Branch Director of Operations (BDO)) supports workload balancing efforts through defined CSO benchmarks to ensure appropriate staffing levels, • In partnership with the branch leadership, develop work flows, planning and service models that are consistent and sufficient to support the renewal and onboarding process for clients, • Actively recruit, hire, mentor and train new team members, • Responsible for oversight of branch-level performance management process with performance reviews, goal setting and progress meetings, • Identify and support best practice opportunities that can be shared with the broader enterprise by fostering a culture of innovation, • Support M&A integration to bring new partners into alignment with current CSO practices as appropriate, • Through the use of defined metrics, provide direct oversight to ensure CSO practices are being adopted, implemented and adhered to, • Helps to achieve critical client retention goals by serving as an escalation/executive contact on Most Important Clients (MIC) as needed, • Resolve difficult, high profile client issues by conducting root-cause analysis, implementing appropriate corrective action plans, and applying lessons learned for future benefit, • Proactively communicate performance results to members of the Regional operations team and other key stakeholders, including Branch Managers, • Identify, facilitate, lead and/or participate in projects to continually improve operations, which includes projects and initiatives with a regional and divisional scope, • In collaboration with branch level client service leaders (Client Service Supervisor (CSS) and Branch Director of Operations (BDO)) supports workload balancing efforts through defined CSO benchmarks, • Partner with regional counterparts to drive best practices, • Champion divisional objectives within the region, • Leverage technology and automation to create capacity for expanded sales and improved service, • In partnership with HRBT leaders, champion and support benefits administration technology needs within the region, • Promote clear understanding of carrier partner processes, platforms and offerings, • Track and communicate meaningful measurement(s) of CSO, • Provide direct leadership to Client Service Supervisors and client service team members, • Manage, support and mentor local and regional client services leadership team, • Deliver timely, candid and tactful feedback and coaching, both positive and developmental, • Maintain confidential information, • Support the team by leading communication and adoption of resources and tools to deliver tier one service to our clients, • Champion partnership and teamwork between sales and service, • Model and support appropriate accountability for results in the organization, • Leverage communication best practices to ensure alignment and transparency within the region, • Clearly articulate the vision of the organization, and provide specific direction to ensure others’ success, • Consistently model the Gallagher Way; foster a culture of teamwork and growth throughout the organization, • Facilitate cross functional interactions across the organization to ensure win-win outcomes, • In partnership with other regional leaders, identify and cultivate top talent to support succession within the region, • Develop and maintain relationships with key vendor partners, including carriers, TPA’s and technology vendors, • In partnership with HR Leaders, ensure region compliance with required training, • Manage implementation of Client Annual Review (CAR) procedures for Most Important Clients and any at risk clients; coordinate and collaborate with Operations counterpart, • Participate in industry related educational and product information seminars and courses, • Report to region / branches on key client services activities and initiatives at both management and all Staff Meetings 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. 3+ years supervisory experience. Appropriate licensing as required. Preferred: Demonstrates a breadth and depth of operational service delivery management expertise focused on service quality, people, process and technology. Prior experience designing and implementing. Significant experience leading and managing teams (preferably in a matrix environment) with an operational service delivery or shared services environment. Behaviors: Strong communicator at all levels Compensation and benefits 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, • 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 We value inclusion and diversity ___ to review our U.S. Eligibility Requirements 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.