Client Service Director, Insurance Operations & Growth

Gallagher; Reading (MA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

Global reach with local impact

Job summary

Arthur J. Gallagher & Co. is seeking a Client Service Director to lead a multisite client service team, delivering superior service and outcomes for internal and external clients. The role reports to the Client Service Leader and partners with Branch Management to drive branch strategy and service excellence.

The role emphasizes people leadership, performance management, and continuous improvement across regions, with a focus on client satisfaction, retention and operational efficiency.

Qualifications

• Bachelor's degree with 5+ years client service and/or claims management experience.
• 3+ years experience leading a team (preferred).
• Producer’s License required.
• Experience in operations delivery management with focus on service quality and process improvement.
• Strong communicator at all levels across a matrix environment.

Responsibilities

• Lead a Client Service team delivering high quality service to internal and external clients.
• Manage and develop a high performing staff through coaching, development and succession planning.
• Balance workload and staffing to maintain service standards and efficiency.
• Identify, prioritize and implement process improvements across branches and regions.
• Resolve high profile client issues and conduct root cause analyses for future prevention.
• Collaborate with Branch Managers and regional leaders to align with branch objectives.
• Proactively identify new business opportunities aligned with branch goals.

Skills

Client service

Claims management

People leadership

Strong communicator

Organizational skills

Process improvement

Education

Bachelor's degree

High School diploma / GED

Job description

Arthur J. Gallagher & Co. is seeking a Client Service Director to lead a multisite client service team, delivering superior service and outcomes for internal and external clients. The role reports to the Client Service Leader and partners with Branch Management to drive branch strategy and service excellence.

The role emphasizes people leadership, performance management, and continuous improvement across regions, with a focus on client satisfaction, retention and operational efficiency.