Personal Lines Client Service Supervisor
Gallagher, Rolling Meadows, Illinois, United States, 60008
Introduction
At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.
Overview
The Preferred Personal Lines Client Service Supervisor is accountable for leading a Client Service team that delivers high quality and efficient service to both internal and external clients within a Branch in the Florida zone. This role reports directly into the Client Service Director with a strong dotted-line reporting relationship to the Branch Manager to ensure service goals and objectives support the Branch strategy. The Client Service Supervisor will supervise one or more Client Service Managers and a team of Client Service Associates. The Supervisor directly influences business outcomes such as client retention, client satisfaction, AJG’s value to clients and prospects, achieving operating/margin targets, and creating a culture of performance and continuous improvement.
How You\'ll Make An Impact
Client Service Supervisor’s Primary Areas of Focus:
Delivers high quality client service consistent with AJG operational standards and practices
Manages and develops a high performing team through championing client service, teamwork, knowledge sharing, continuous improvement, and people development
Aligns Client Service operations priorities with Branch strategies and priorities via close collaboration with the Branch Manager and Client Service Director
Holds team members accountable for achieving or exceeding productivity and performance metrics across the Branch
Manages assigned accounts (time spent varies with team size)
Manages the Client Experience
Ensures team delivers consistent, positive operational results by achieving defined service levels and executing agreed processes using available systems, resources, and tools (GSC)
Performs ongoing audits to measure commitment to service levels and uses results for training and process improvement
Identifies opportunities for continuous improvement and designs solutions with measurable impact
Monitors workflow to ensure performance standards are met or exceeded; adjusts resources as needed
Resolves moderately complex client issues
Communicates operational performance to operations, Branch Management, and other stakeholders including Production teams
Identifies, facilitates, leads, or participates in projects with regional or divisional scope
Escalates requests and resolves issues with partner Service Centers to Client Service Director
Collaborates with regional peers
Escalates and manages service-related issues as necessary
May directly service a book of business, which should not occupy more than 80% of your time
Manages People
Provides direct leadership to Branch Client Service Team, including talent acquisition, development, and engagement
Collaborates to manage functions across a matrix environment
Provides timely feedback and coaching to ensure effective client service and staff development
Identifies and promotes performance and support tools for client service staff with the Client Service Director
Works with the Client Service Director to ensure branch staff is trained to perform at a high level
Supports the team by leading communication and adoption of resources and tools
Ensures team has the resources, tools, and training to service clients at the agreed level
Uses effective hiring practices and engagement strategies to maximize retention and performance
Works with the Director to identify backups and succession plans for all responsibilities
Maintains confidential information
Implements talent management strategies to meet defined performance metrics
Champions teamwork, knowledge sharing, continuous improvement, and personal accountability
Ensures proper staffing through workload balancing, forecasting, and cross-training
Manages an Assigned Group of Accounts
Manages an assigned group of accounts with time spent proportionate to supervision
Builds and solidifies client relationships by providing exceptional ongoing care
Leads renewal processes in partnership with the Production team to deliver high-quality solutions
Secures existing business and drives sales of additional services and lines of coverage
Cultivates relationships with senior buyers and day-to-day client representatives
Resolves issues quickly in a manner that’s appropriate for both the client and the Branch
Establishes effective relationships with markets and uses appropriate channels for risks
Leverages systems and resources to execute work efficiently
Supports Producers and Account Executives and serves as first line of contact when they are unavailable
Measures client satisfaction and takes action on gaps
About You
Critical Competencies:
Service delivery management expertise focused on quality, people, process, and technology
Strong written and verbal communicator at all levels
Role model for performance standards and Gallagher values
Strong planning and organizational skills with ability to handle varied tasks
Manages competing priorities and adapts to change
Independent in handling multiple tasks for self and teams
Proficient in using technology to maximize productivity and quality
Comfortable engaging others in a consultative sales dialogue
Delivers high quality work on a timely basis
Builds collaborative relationships with internal and external clients
Analyzes data to inform decisions
Keen problem solving with root-cause focus
Requirements:
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
1+ years supervisory/management experience preferred
Active P&C License
Experience designing and implementing productivity and client service improvements
Experience leading and managing teams in a matrix environment within an operational service delivery or shared services setting
Keen understanding of professional and industry standards/practices
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. In addition to salary, Gallagher offers a wide range of benefits.
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
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – health challenges and wellness activities
Charitable matching gift program
And more...
The benefits summary applies to full-time positions. If you are not applying for a full-time position, details about benefits will be provided during the selection process.
I&D and Equal Opportunity
We value inclusion and diversity. Gallagher embraces our employees’ diverse identities, experiences and talents, and is committed to equal employment opportunity. Gallagher prohibits discrimination based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity, gender expression, marital status, parental status, age, national origin, disability, and other protected characteristics, in accordance with applicable laws. Gallagher will provide 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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At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.
Overview
The Preferred Personal Lines Client Service Supervisor is accountable for leading a Client Service team that delivers high quality and efficient service to both internal and external clients within a Branch in the Florida zone. This role reports directly into the Client Service Director with a strong dotted-line reporting relationship to the Branch Manager to ensure service goals and objectives support the Branch strategy. The Client Service Supervisor will supervise one or more Client Service Managers and a team of Client Service Associates. The Supervisor directly influences business outcomes such as client retention, client satisfaction, AJG’s value to clients and prospects, achieving operating/margin targets, and creating a culture of performance and continuous improvement.
How You\'ll Make An Impact
Client Service Supervisor’s Primary Areas of Focus:
Delivers high quality client service consistent with AJG operational standards and practices
Manages and develops a high performing team through championing client service, teamwork, knowledge sharing, continuous improvement, and people development
Aligns Client Service operations priorities with Branch strategies and priorities via close collaboration with the Branch Manager and Client Service Director
Holds team members accountable for achieving or exceeding productivity and performance metrics across the Branch
Manages assigned accounts (time spent varies with team size)
Manages the Client Experience
Ensures team delivers consistent, positive operational results by achieving defined service levels and executing agreed processes using available systems, resources, and tools (GSC)
Performs ongoing audits to measure commitment to service levels and uses results for training and process improvement
Identifies opportunities for continuous improvement and designs solutions with measurable impact
Monitors workflow to ensure performance standards are met or exceeded; adjusts resources as needed
Resolves moderately complex client issues
Communicates operational performance to operations, Branch Management, and other stakeholders including Production teams
Identifies, facilitates, leads, or participates in projects with regional or divisional scope
Escalates requests and resolves issues with partner Service Centers to Client Service Director
Collaborates with regional peers
Escalates and manages service-related issues as necessary
May directly service a book of business, which should not occupy more than 80% of your time
Manages People
Provides direct leadership to Branch Client Service Team, including talent acquisition, development, and engagement
Collaborates to manage functions across a matrix environment
Provides timely feedback and coaching to ensure effective client service and staff development
Identifies and promotes performance and support tools for client service staff with the Client Service Director
Works with the Client Service Director to ensure branch staff is trained to perform at a high level
Supports the team by leading communication and adoption of resources and tools
Ensures team has the resources, tools, and training to service clients at the agreed level
Uses effective hiring practices and engagement strategies to maximize retention and performance
Works with the Director to identify backups and succession plans for all responsibilities
Maintains confidential information
Implements talent management strategies to meet defined performance metrics
Champions teamwork, knowledge sharing, continuous improvement, and personal accountability
Ensures proper staffing through workload balancing, forecasting, and cross-training
Manages an Assigned Group of Accounts
Manages an assigned group of accounts with time spent proportionate to supervision
Builds and solidifies client relationships by providing exceptional ongoing care
Leads renewal processes in partnership with the Production team to deliver high-quality solutions
Secures existing business and drives sales of additional services and lines of coverage
Cultivates relationships with senior buyers and day-to-day client representatives
Resolves issues quickly in a manner that’s appropriate for both the client and the Branch
Establishes effective relationships with markets and uses appropriate channels for risks
Leverages systems and resources to execute work efficiently
Supports Producers and Account Executives and serves as first line of contact when they are unavailable
Measures client satisfaction and takes action on gaps
About You
Critical Competencies:
Service delivery management expertise focused on quality, people, process, and technology
Strong written and verbal communicator at all levels
Role model for performance standards and Gallagher values
Strong planning and organizational skills with ability to handle varied tasks
Manages competing priorities and adapts to change
Independent in handling multiple tasks for self and teams
Proficient in using technology to maximize productivity and quality
Comfortable engaging others in a consultative sales dialogue
Delivers high quality work on a timely basis
Builds collaborative relationships with internal and external clients
Analyzes data to inform decisions
Keen problem solving with root-cause focus
Requirements:
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
1+ years supervisory/management experience preferred
Active P&C License
Experience designing and implementing productivity and client service improvements
Experience leading and managing teams in a matrix environment within an operational service delivery or shared services setting
Keen understanding of professional and industry standards/practices
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. In addition to salary, Gallagher offers a wide range of benefits.
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
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – health challenges and wellness activities
Charitable matching gift program
And more...
The benefits summary applies to full-time positions. If you are not applying for a full-time position, details about benefits will be provided during the selection process.
I&D and Equal Opportunity
We value inclusion and diversity. Gallagher embraces our employees’ diverse identities, experiences and talents, and is committed to equal employment opportunity. Gallagher prohibits discrimination based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity, gender expression, marital status, parental status, age, national origin, disability, and other protected characteristics, in accordance with applicable laws. Gallagher will provide 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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