Client Service Leader

Gallagher; Bloomfield Hills (MI); On-site; Confidential; Full time

Job summary

Gallagher Benefit Services is seeking a Client Service Leader to ensure exceptional service delivery by managing our client service teams and fostering strong client relationships. You will drive renewal success and demonstrate Gallagher’s value across internal and partner networks.

The role requires leveraging deep employee benefits knowledge, coaching teams, and coordinating cross-functional resources to meet client strategy and culture.

Qualifications

• Experience leading client service teams in employee benefits or related field.
• Ability to guide and coach team members for performance improvement.
• Strong understanding of renewal processes and client retention drivers.
• Proven ability to coordinate between clients, partners, and consultants.

Responsibilities

• Oversee client service teams and manage 1–2 client relationships.
• Drive renewal processes with a target of high retention.
• Provide ongoing feedback and coaching to team members to improve performance.
• Coordinate with internal and external partners to ensure accountability and compliance.
• Support consultants in business development by communicating Gallagher’s value proposition.

Skills

Client service leadership

Employee benefits knowledge

Feedback and coaching

Relationship management

Cross-functional collaboration

Job description

Introduction

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

As the Client Service Leader you will ensure delivery of exceptional service to Gallagher’s clients by managing our client service teams. You will champion branch initiatives and drive our dominant priorities. You will use your experience in client service and business insight to lead our team and create depth in our client relationships. We will look to you to develop and cultivate outstanding relationships within our branch and with our clients and vendor partners.

How You’ll Make An Impact

• You monitor overall book and client assignments for the team while managing 1-2 clients to keep you in touch with the marketplace
• Providing guidance in the employee benefits Client Service Cycle to ensure a seamless renewal process and handle advanced service issues. We measure success based on retention and our renewal target is 95%
• You continuously assess the performance of team members. You provide ongoing, timely feedback and coaching to improve performance
• Prioritizing team workflow and ensure accountability and compliance in both internal and external partnerships
• Communicating performance expectations and ensure team members have the resources to achieve their goals
• You recognize the client strategy and can determine appropriate coverage solutions that support and enhance the clients' culture, values, and mission
• You support consultants in winning new business by participating in meetings and calls with prospects and effectively communicating Gallagher’s Value Proposition
• You encourage "cross-solving" with clients to communicate resources available within Gallagher that we may not currently provide (Pharmacy Practice, Retirement Services, HR Consulting, Voluntary Benefits, etc.) and actively seek business referrals
• You champion Gallagher resources and tools to maximize efficiency in managing client deliverables
• Guiding, developing, and mentoring new hires, account management, and team resources and foster team engagement by supporting our culture and driving commitment to the Gallagher Way
• Complete internal professional development programs to gain an understanding of the insurance industry and GBS processes
• We ask our team to exemplify the highest ethical standards, promote ethical behavior and uphold The Gallagher Way

What skills will make me successful in this role?

• You are comfortable giving and receiving constructive feedback
• Demonstrating a high level of professionalism in all interactions
• You recognize each teammate is unique and seek to learn their unique goals and priorities
• You have navigated the benefits market from the broker perspective, the renewal cycle, and the financial drivers that impact our clients
• You take action to influence events, achieve team goals, and retain clients