Client Service Director

Arthur J. Gallagher · Glendale

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

Client Service Director, Los Angeles

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 Regional VP Client Services with a strong dotted-line reporting relationship to the Branch Manager 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. The 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.

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 BOSS 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. Responsibilities include: 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
Support the AJG summer internship program

Other responsibilities as identified by the Regional President and Divisional Vice President, CSO

Technology & Process

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

Accountable for measuring and ensuring branch quality use of Account Management Platform (AMP) workflows and Document Management Systems (DMS) within the region; coordinate and collaborate with Operations counterpart

Leadership

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
Lead and/or manage significant division-wide initiatives independently or with peers as agreed with Divisional VP of CSO

Stewardship

Ensure compliance with BOSS standards in coordination and collaboration with Operations counterpart
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
Ensure that all client service staff is regularly trained on process, product and best practices

Self-Development

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.
Assist education and support development of other staff members.

About You

Required

Bachelor’s degree with 5+ years client service –OR- High school diploma/GED with 10+ years client service experience
3+ years’ experience leading a team
Experience with managing project calendars, client onboarding processes and high touch client relationships.
Ability to present professionally; conveying expertise to instill confidence in clients and peers.
Experience in Employee Benefits and Human Resources.

Significant knowledge of the client experience, attitudes and needs
Ability to travel ~25% of the time
State license for Life/Health required within 60 days of hire.

Desired

Master’s degree or professional certification (CEBS/CLU/RHU) preferred.
Experience working in an H&W branch.

Work Traits

Communication, Analytical, and Organization Skills

Highly developed attention to detail, organizational and follow up capabilities.
Familiar with well-known process improvement/quality methodologies such as LEAN, Six Sigma, High-Performance Work Teams, Etc
Functional degree of business technology awareness and its applications to benefits strategies.
Demonstrate a depth of operational service delivery management expertise focused on service quality, people, process and technology
Ability to manage multiple priorities and deadlines.
Effectively handle large, long-term projects as well as manage the details associated with everyday tasks.
Ability to coach and lead a team for growth; as well as help develop future leaders.
Excellent, demonstrated written and oral communications.
Strong mediation and team building skills.
Interpersonal communication skills and the ability to ask fact finding questions.
Must be independent, self−motivated, and people−oriented

Work Execution

Change agent with ability to influence others
Collaborative style and strong consultative approach
Goes the extra mile to do what is right for the client, the company and peers
Treats new or unfamiliar assignments as an opportunity rather than a burden

Standards and Practices

Highly adaptable in the face of changing priorities
Develops sound plans and devotes appropriate resource to ensure timely results
Resilient and quick to overcome setbacks
Transparent and fearless with high integrity

Use of Time

Ability to lead and participate in cross functional team based projects
Exercises good judgement in prioritization of tasks and projects

Customer Service and Business Strategy

Prioritizes our commitments to the client and shareholders above all else
Looks beyond the short range win to see the value of long term strategies
Ability to translate short-term business goals into team and individual performance goals
Excels at understanding and articulating strategy, positioning and messaging

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)