Client Service Lead: Team Coach & Process Optimizer

Arthur J. Gallagher & Co. (AJG); Mechanicsburg (Cumberland County); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development

Collaborative culture

Global reach with local impact

Job summary

Gallagher is seeking a supervisor to support front-line employees in service, processing, and mail fulfillment in our Mechanicsburg, PA office. This hybrid role offers exposure to performance management and team development.

You will coach a team, monitor KPIs, and drive improvements in processes and tools while ensuring excellent service to customers.

Gallagher values inclusivity and a collaborative culture with opportunities for career growth as we build a pipeline for future openings.

Qualifications

• High School Diploma required; 5–7 years of relevant experience.
• Experience supervising a team of 15+ is preferred.
• Strong analytical and process-improvement capabilities.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Supports front-line employees in service, processing, and/or mail fulfillment.
• Evaluates on-the-job performance of assigned teams.
• Coaches and manages progressive performance improvement.
• Ensures prompt and courteous service to customers.
• Hires, trains, and develops team members.
• Monitors KPIs and creates remediation plans when performance lags.
• Communicates with internal stakeholders and delivers business reviews.
• Drives process and technology improvements and savings initiatives.
• Identifies and solves complex business, operations, and service problems.
• Analyzes data and trends to provide actionable insights.

Skills

People management

Performance improvement

Data analysis

Coaching

Team collaboration

Education

High School Diploma

Tools

Microsoft Office

Excel

PowerPoint

Google Suite

Sheets

Docs

Google Drive

Adobe

Job description

Gallagher is seeking a supervisor to support front-line employees in service, processing, and mail fulfillment in our Mechanicsburg, PA office. This hybrid role offers exposure to performance management and team development.

You will coach a team, monitor KPIs, and drive improvements in processes and tools while ensuring excellent service to customers.

Gallagher values inclusivity and a collaborative culture with opportunities for career growth as we build a pipeline for future openings.