Client Service Director: Lead, High-Impact Operations

Gallagher; Reading (MA); On-site; Confidential; Full time

Job summary

Gallagher is seeking a Client Service Director to lead a client service team and partner with Branch leadership to deliver exceptional service to internal and external clients. You will drive performance, coach staff, and coordinate across regions to improve outcomes and client satisfaction.

The role emphasizes strong communication, strategic planning, and a focus on continuous improvement, with opportunities to influence branch strategy and service delivery standards across the organization.

Qualifications

• Bachelor's degree with 5+ years client service and/or claims management experience.
• 3+ years experience leading a team preferred.
• Demonstrates breadth and depth of operational service delivery management expertise.
• Experience designing and implementing productivity and client service improvements.
• Strong communicator at all levels.

Responsibilities

• Lead a client service team across one or more branches to deliver high quality, efficient service.
• Manage performance metrics, staffing, and continuous improvement initiatives.
• Coach and develop talent, provide feedback, and ensure staff succession planning.
• Resolve high profile client issues and conduct root-cause analyses to prevent recurrence.
• Collaborate across regions to address enterprise-wide client service issues and opportunities.

Skills

Client service leadership

Team management

Strategic planning

Root cause analysis

Communication

Decision making

Cross-functional collaboration

Education

Bachelor's degree

Job description

Gallagher is seeking a Client Service Director to lead a client service team and partner with Branch leadership to deliver exceptional service to internal and external clients. You will drive performance, coach staff, and coordinate across regions to improve outcomes and client satisfaction.

The role emphasizes strong communication, strategic planning, and a focus on continuous improvement, with opportunities to influence branch strategy and service delivery standards across the organization.