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Zone Client Service Director- Personal Lines Insurance

Naples, Florida
Job Type
2 Aug 2022
Job Purpose:
The Zone 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 Personal Lines Zone, consisting of multiple branches. This role reports directly into the Regional Client Service Director with a strong dotted-line reporting relationship to the Branch Managers to ensure Service goals and objectives support Branch strategies. The Zone Client Service Director will have people management responsibility over the Zone's Client Service Supervisors, Managers and Specialists. The Zone Client Service Director has a direct impact on business outcomes such as organic growth, 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. This role is responsible for High Net Worth, Mass Affluent and Middle Market client service segments.

Client Service Director's Primary Areas of Focus:
  • Delivers high quality client service consistent with Gallagher's operational standards and practices
  • Executes the Zone's strategies and key priorities.
  • Builds relationships and collaborate with the Branch Manager(s) to execute Zone strategies.
  • Manages and develops a high performing team by being a champion for client service, teamwork, knowledge sharing, commitment to continuous improvement and commitment to people development
  • Holds team members accountable for consistently achieving or exceeding productivity and performance metrics across the Zone
  • Seeks out continuous improvement opportunities, identifies solutions and leads the effort to implement changes

Main Accountabilities:
Manages the Client Experience :
  • Ensures team delivers consistent, positive operational results by achieving and maintaining defined service levels by successfully executing agreed to processes, which includes using all the prescribed systems, resources and tools
  • Executes ongoing audits to proactively measure performance against established service levels, processes, procedures, etc. and uses results to identify training, best practice sharing and process improvement opportunities
  • Monitors workflow and throughput to ensure team meets or exceeds performance standards, leveraging standard operational reports, adjusting resources and rebalancing work as required
  • Resolves difficult, high profile client issues; Conducts root-cause analyses, implements appropriate corrective action plan(s), and applies/shares lessons learned for future benefit
  • Proactively communicates key operational performance to operations team members, Branch Management and other key stakeholders including Production teams
  • Effectively works with other Zones to identify enterprise-wide client service issues; Collaborates with other Zones to create action plans for problem resolution
  • Identifies, facilitates, leads and/or participates in projects to continually improve operations, which includes projects and initiatives with a Regional or Divisional scope
  • Coordinates requests and resolves issues with Service Centers partners
  • Seeks and develops new business opportunities in alignment with Zone objectives and targets
  • Consistently measures client satisfaction and proactively addresses areas of client concerns
  • May directly service a book of business, 20% of the time or less.

Manages People :
  • Provides direct leadership to multiple client service teams, including all aspects of talent acquisition and development, employee engagement, etc.
  • Identifies, hires, develops and retains a high performing staff through continuous learning, honest feedback, rigorous development and disciplined talent management
  • Uses collaboration to effectively manage functions across a matrix environment
  • Provides feedback and coaching timely to ensure effective client service and continuous staff development
  • Accepts appropriate feedback and incorporates recommendations that improve customer service, staff development, and staff retention
  • Identifies, promotes and adopts performance and support tools for client service staff and ensures staff is fully trained and able to perform at a high level
  • Supports team by leading communication and adopting resources/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
  • Develops team bench strength, by identifying and preparing appropriate back-up and succession on all functions/areas of responsibility, including team leadership
  • Effectively balances workload of staff to ensure quality service for clients while offering growth and cross-training opportunities for team
  • 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
  • Ensures proper staffing through appropriate workload balancing, forecasting and utilization of employee cross-training; Maintains staffing levels within targeted ranges

Critical Competencies:
  • Able to balance the unique needs of our clients while maximizing operational efficiency Known for developing employees and teams
  • Role model for achieving performance standards and champion of Gallagher's shared values
  • Strong planning and organizational skills with the ability to handle varied tasks/instructions
  • Successfully manages competing priorities
  • Able to be flexible when required, responding to change and learning opportunities
  • Independently manages multiple tasks and responsibilities for self and teams
  • Strong client focus
  • Strong decision making skills based on evidence/data
  • Identifies and resolves problems through root cause analysis and creative solutions
  • Strong initiative with excellent time management skills
  • Solid understanding of financial concepts and reporting

  • 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.
  • P&C License
  • Demonstrates a breadth and depth of operational service delivery management expertise focused on service quality, people, process and technology
  • Prior experience designing and implementing productivity and client service improvements
  • Experience leading and managing teams (preferably in a matrix environment) within an operational service delivery or shared services environment
  • Strong communicator at all levels

U.S. Eligibility Requirements:
  • Interested candidates must submit an application and resume/CV online to be considered
  • Are you 18 years of age or older or can you demonstrate legal capacity to enter a contract?
  • 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, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic. 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.


Additional Information

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  • Job Reference: 674989092-2
  • Date Posted: 2 August 2022
  • Recruiter: Gallagher
  • Location: Naples, Florida
  • Salary: On Application
  • Sector: Accounting
  • Job Type: Permanent