Client Service Director

Arthur J. Gallagher & Co.; Glendale (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Arthur J. Gallagher & Co. seeks a Client Service Director in Los Angeles to lead a high-performing client service team and drive outcomes for internal and external clients.

You will partner with regional leaders to align service goals with branch strategy and ensure exceptional client experiences. You will coach supervisors and managers, oversee compliance, and shape workflows and staffing to support renewals, onboarding and growth across the region.

Responsibilities

• Provides direct leadership to multiple client service teams, including staff supervision and goal evaluation.
• Coaches and mentors the client service team, including Client Service Supervisors.
• Oversees branch BOSS Compliance in collaboration with the Branch Operations leader.
• Supports workload balancing with CSO benchmarks to maintain appropriate staffing levels.
• Develops workflows and service models to support renewal and onboarding for clients.
• Recruits, hires, and trains new team members.
• Manages branch-level performance reviews, goal setting and progress tracking.

Job description

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