Client Service Supervisor

Gallagher; City of Glens Falls (NY); On-site; Confidential; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

Collaborative culture

Global reach with local impact

Job summary

Gallagher seeks a Client Service Supervisor for Small Business to lead and develop a team of client service professionals, driving operational excellence and delivering outstanding client experiences. You will balance people leadership with operational oversight, coach talent, manage performance, and optimize workflows to support organizational goals.

The role requires a strong background in insurance operations, service delivery best practices, and the ability to lead through change while

Qualifications

• Proven experience leading insurance operations, client service, or service delivery teams with responsibility for employee development, performance management, and operational results.
• Strong understanding of insurance products, client service operations, workflows, and service delivery best practices.
• Demonstrated success coaching, developing, and motivating employees across varying levels of experience and responsibility.
• Experience managing multiple priorities, balancing operational demands with people leadership responsibilities.
• Strong knowledge of workforce planning, resource management, capacity planning, and performance measurement.
• Ability to analyze operational and performance data to identify opportunities for improvement and drive business results.
• Effective communication and leadership skills with the ability to influence stakeholders and build strong cross‑functional partnerships.
• Strong problem‑solving and decision‑making capabilities, particularly in complex client, employee, or operational situations.
• Ability to lead through change, foster employee engagement, and promote a positive, high‑performing team culture.
• Commitment to continuous improvement, operational excellence, and delivering exceptional client experiences.
• A business‑minded approach with a strong focus on team performance, client outcomes, and alignment with The Gallagher Way.

Responsibilities

• Lead, coach, and develop a team of client service professionals across multiple Small Business service functions, fostering a culture of accountability, collaboration, and high performance.
• Establish clear performance expectations and provide ongoing coaching, feedback, and development opportunities to support employee growth and engagement.
• Drive operational excellence by ensuring consistent, high-quality service delivery aligned with business objectives, service standards, and client expectations.
• Monitor team performance, service metrics, workloads, and productivity trends, implementing strategies to improve efficiency, quality, and overall effectiveness.
• Manage staffing, workforce planning, and resource allocation to ensure appropriate coverage and achievement of service level expectations.
• Partner with Team Leads and senior service professionals to support employee development, workflow coordination, and escalation management.
• Recruit, onboard, develop, and retain top talent while building a strong internal talent pipeline for future growth opportunities.
• Handle complex client and service escalations, ensuring timely resolution and positive outcomes for clients and business partners.
• Collaborate with leadership, producers, and cross‑functional stakeholders to drive alignment, service consistency, and successful execution of business initiatives.
• Leverage data, reporting, and operational insights to identify trends, improve performance, and support informed decision‑making.
• Champion process improvement, technology adoption, and change initiatives that enhance efficiency, scalability, and the overall client experience.
• Contribute to key business objectives, including client retention, employee engagement, operational performance, service quality, and profitability.

Job description

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients’ risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher.

Overview

As a Client Service Supervisor supporting Small Business, you'll lead and develop a team of client service professionals across multiple service functions, driving operational excellence, service quality, and business performance. You'll be responsible for fostering a culture of accountability, collaboration, and continuous improvement while ensuring exceptional client experiences and strong business outcomes.

In this role, you'll balance people leadership with operational oversight, coaching and developing talent, managing team performance, and optimizing workflows to support organizational goals. Through strategic partnership, data-driven decision-making, and a focus on service excellence, you'll play a key role in driving employee engagement, client retention, operational efficiency, and overall team success.

How You'll Make An Impact

• Lead, coach, and develop a team of client service professionals across multiple Small Business service functions, fostering a culture of accountability, collaboration, and high performance.
• Establish clear performance expectations and provide ongoing coaching, feedback, and development opportunities to support employee growth and engagement.
• Drive operational excellence by ensuring consistent, high-quality service delivery aligned with business objectives, service standards, and client expectations.
• Monitor team performance, service metrics, workloads, and productivity trends, implementing strategies to improve efficiency, quality, and overall effectiveness.
• Manage staffing, workforce planning, and resource allocation to ensure appropriate coverage and achievement of service level expectations.
• Partner with Team Leads and senior service professionals to support employee development, workflow coordination, and escalation management.
• Recruit, onboard, develop, and retain top talent while building a strong internal talent pipeline for future growth opportunities.
• Handle complex client and service escalations, ensuring timely resolution and positive outcomes for clients and business partners.
• Collaborate with leadership, producers, and cross‑functional stakeholders to drive alignment, service consistency, and successful execution of business initiatives.
• Leverage data, reporting, and operational insights to identify trends, improve performance, and support informed decision‑making.
• Champion process improvement, technology adoption, and change initiatives that enhance efficiency, scalability, and the overall client experience.
• Contribute to key business objectives, including client retention, employee engagement, operational performance, service quality, and profitability.

About You

• Proven experience leading insurance operations, client service, or service delivery teams with responsibility for employee development, performance management, and operational results.
• Strong understanding of insurance products, client service operations, workflows, and service delivery best practices.
• Demonstrated success coaching, developing, and motivating employees across varying levels of experience and responsibility.
• Experience managing multiple priorities, balancing operational demands with people leadership responsibilities.
• Strong knowledge of workforce planning, resource management, capacity planning, and performance measurement.
• Ability to analyze operational and performance data to identify opportunities for improvement and drive business results.
• Effective communication and leadership skills with the ability to influence stakeholders and build strong cross‑functional partnerships.
• Strong problem‑solving and decision‑making capabilities, particularly in complex client, employee, or operational situations.
• Ability to lead through change, foster employee engagement, and promote a positive, high‑performing team culture.
• Commitment to continuous improvement, operational excellence, and delivering exceptional client experiences.
• A business‑minded approach with a strong focus on team performance, client outcomes, and alignment with The Gallagher Way.

Compensation And Benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well‑being
• Career development opportunities and ongoing learning
• A collaborative, people‑first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace.

If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)