Assistant Manager - Client Success

Arthur J. Gallagher & Co. (AJG); Makati; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive pay

Bonuses

Leaves

Medical & life insurances

Bereavement support

Retirement benefits

Job summary

Gallagher seeks an Assistant Manager, Client Success in Manila (Makati) to drive exceptional client experiences by ensuring service delivery and strengthening client relationships. You will coordinate with brokers and internal teams to meet client needs with accuracy and timeliness.

You’ll lead and coach Client Success Associates, monitor performance against SLAs, and identify opportunities to improve workflows. A strong background in insurance/brokerage is required.

Qualifications

• Bachelor's degree in Business, Management, Finance, or related field.
• Strong insurance/brokerage operations knowledge.
• Excellent communication and stakeholder management.
• Proven leadership and team-development skills.

Responsibilities

• Build and maintain client relationships.
• Serve as primary client contact for inquiries and service requests.
• Oversee end-to-end client servicing and ensure accuracy of deliverables.
• Coordinate with internal teams to ensure seamless service delivery.
• Monitor SLAs and KPIs to maintain service quality.
• Coach and supervise Client Success Associates to meet targets.
• Drive process improvements and enhance client satisfaction.

Education

Bachelor's degree in Business Administration

Tools

CRM systems

MS Office

Job description

Introduction

Welcome to Gallagher - a global community of people who bring bold ideas, deep expertise, and a shared commitment to doing what’s right. We help clients navigate complexity with confidence by empowering businesses, communities, and individuals to thrive. At Gallagher, you’ll find more than a job; you’ll find a culture built on trust, driven by collaboration, and sustained by the belief that we’re better together. Whether you join us in a client-facing role or as part of our brokerage division, our benefits and HR consulting division, or our corporate team, you’ll have the opportunity to grow your career, make an impact, and be part of something bigger. Experience a workplace where you’re encouraged to be yourself, supported to succeed, and inspired to keep learning. That’s what it means to live The Gallagher Way.

Overview

Join Gallagher - A Global Leader in Insurance, Risk Management and Consulting

Are you ready to take your career to the next level with a company that values innovation, collaboration and professional growth? Gallagher is a global leader in insurance broking, risk management, and consulting, with over 71,000 employees across 130 countries. We combine global reach with local expertise, and our commitment to being a socially responsible and ethical organisation is expressed through our Shared Values, The Gallagher Way.

About the Role

We are seeking an Assistant Manager, Client Success to drive exceptional client experiences by ensuring the effective delivery of services, strengthening client relationships, and supporting business retention and growth. Acting as a key liaison between clients, brokers, and internal teams, this role ensures client needs are met with accuracy, timeliness, and professionalism in alignment with Gallagher’s service standards.

The role also involves overseeing daily operations, guiding team members, and identifying opportunities to enhance service delivery and client satisfaction.

Key responsibilities

Client Relationship Management

• Build and maintain strong, long-term relationships with clients by understanding their needs and providing proactive support
• Serve as a primary point of contact for client inquiries, concerns, and service requests
• Ensure a positive and consistent client experience aligned with Gallagher’s standards

Service Delivery & Account Management

• Oversee the end-to-end servicing of client accounts, ensuring accuracy and timeliness of deliverables
• Coordinate with internal teams (e.g., Placement, Claims, Finance, and Operations) to ensure seamless execution of services
• Monitor service levels and ensure adherence to agreed SLAs and KPIs

Team Leadership & Development

• Supervise, coach, and support Client Success Associates or team members in achieving performance targets
• Provide regular feedback, training, and development opportunities to enhance team capability
• Foster a collaborative and high-performing team environment

Process Improvement & Operational Excellence

• Identify opportunities to improve workflows, systems, and client servicing processes
• Implement best practices to enhance efficiency, accuracy, and overall client satisfaction
• Support change initiatives and contribute to continuous improvement efforts

Reporting & Performance Monitoring

• Track and analyse client metrics, service levels, and team performance
• Prepare reports and presentations for management and stakeholders
• Provide insights and recommendations for service enhancement and client retention strategies

Compliance & Risk Management

• Ensure adherence to company policies, regulatory requirements, and industry standards
• Maintain proper documentation and support audit requirements as needed

What We’re Looking For

Education & Experience

• Bachelor’s degree in Business Administration, Management, Finance, or a related field
• At least 5–7 years of relevant experience in client servicing, insurance, or brokerage, with at least 2 years in a leadership or supervisory role

Skills & Expertise

• Strong understanding of insurance/brokerage operations and client servicing standards
• Excellent communication, interpersonal, and stakeholder management skills
• Proven ability to manage multiple accounts and priorities in a fast‑paced environment
• Strong leadership and team management skills with a focus on coaching and development
• Proficiency in MS Office applications (especially Excel and PowerPoint); familiarity with CRM or insurance systems is an advantage
• High attention to detail, problem‑solving skills, and a client‑focused mindset

Personal Attributes

• Demonstrates professionalism, accountability, and commitment to delivering quality service
• A proactive and collaborative approach to achieving results

What’s on offer

At Gallagher, we believe in empowering our people to thrive both professionally and personally. Here’s what you can look forward to:

• Competitive Pay: Be rewarded for your hard work with a competitive salary
• Performance-Based Bonus/Incentives: Celebrate your achievements with performance-based rewards
• Company Paid Leaves: Enjoy time off to recharge and focus on what matters most
• Medical & Life Insurances: Comprehensive coverage for you and your dependents
• Bereavement and Burial Assistance: Support during difficult times
• Retirement Benefits: Plan for your future with our retirement benefits

Important Information

Any offer of employment and subsequent continuing employment is dependent upon the satisfactory completion of background checks by Gallagher or an external third‑party provider.

Gallagher is an Equal Employment Opportunity (EEO) employer committed to workplace diversity and inclusion. We embrace a working environment that celebrates individuality and fosters collaboration.