Hybrid Personal Lines Service Lead — Client Experience

Arthur J. Gallagher & Co. (AJG); Plano (TX); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development opportunities

Collaborative, people-first culture

Global reach with local impact

Job summary

Gallagher in Plano, TX is seeking a Client Service Supervisor to lead a Personal Lines team delivering high-quality, relationship-driven service. You will balance 80% people leadership with 20% client-facing duties and ensure a consistent, client-centric delivery aligned to SLAs.

You will drive improvements, leverage data and technology, coach talent, and partner across teams to ensure a seamless client journey, contributing to retention and branch success in a hybrid work model.

Qualifications

• Experience in insurance client service and team leadership within a relationship-driven environment.
• Strong understanding of Personal Lines delivery, focused on quality, consistency, and trust.
• Data-aware, translating metrics into actionable improvements.
• Effective communicator, aligning teams and stakeholders.
• Able to manage competing priorities in complex service environments.

Responsibilities

• Lead a Personal Lines team delivering high-quality, relationship-driven service.
• May personally manage a book of business as needed: 80% people leadership / 20% client facing.
• Ensure consistent, client-centric delivery aligned to SLAs.
• Hold team members accountable for productivity, performance metrics, and service quality.
• Drive process improvements and enhance a modern, tech-enabled client experience.
• Partner across teams to ensure alignment and a seamless client journey.
• Coach and develop talent, fostering growth and strong client outcomes.
• Manage escalations with ownership, empathy, and professionalism.

Skills

Leadership

Client service

Data-driven

Communication

Problem-solving

Relationship-building

Job description

Gallagher in Plano, TX is seeking a Client Service Supervisor to lead a Personal Lines team delivering high-quality, relationship-driven service. You will balance 80% people leadership with 20% client-facing duties and ensure a consistent, client-centric delivery aligned to SLAs.

You will drive improvements, leverage data and technology, coach talent, and partner across teams to ensure a seamless client journey, contributing to retention and branch success in a hybrid work model.