Senior Client Services Manager - Captives

Arthur J. Gallagher & Co. (AJG); Rolling Meadows, Northern (IL, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

Collaborative, people-first culture

Job summary

Gallagher Bassett is seeking a client relationship professional to manage a portfolio of captive clients across industries. You will build strong relationships, deliver strategic service plans, and collaborate with internal teams to drive outcomes with minimal supervision.

The role focuses on proactive problem solving, data storytelling, and ensuring client goals are met while maintaining profitability and retention across complex programs.

Qualifications

• Bachelor's degree and 5 years related experience.
• Insurance license required.
• Often travels for client needs (e.g., claim reviews, stewardship discussions).

Responsibilities

• Serves as single point of contact for clients; highly responsive to requests and often identifies issues before client.
• Develops service plans to capture goals and ensure progress.
• Presents data confidently and anticipates questions from supervisor and clients.
• Leads group meetings across audiences (e.g., claim reviews, stewardship meetings) with modest support.

Skills

Client relationship management

Communication

Insurance industry knowledge

Education

Bachelor's degree

Tools

CRM software

Job description

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

This role serves as the primary point of contact for a portfolio of Captive clients across multiple industries, building strong relationships and delivering exceptional service aligned with each client's goals and objectives. This role develops strategic service plans, leverages data and insights to tell a compelling story, proactively identifies opportunities and challenges, and collaborates with internal teams to drive successful client outcomes with minimal supervision.

How you'll make an impact

• May manage up to 25 dedicated clients, depending on complexity and/or client requirements.
• Book of business may cover multiple industries, but with focus in select industry (or industries).
• Serves as single point of contact for clients; highly responsive to requests and often identifies issues/challenges before client.
• Works with minimal supervision, and knows when to engage supervisor and/or peers throughout the company.
• Aligns self and external resources around client’s goals by understanding of what client is trying to accomplish in their programs and how we can contribute to these goals.
• Develops service plans to capture goals and ensure progress.
• Structures and uses data to tell a compelling story.
• Presents data confidently and anticipates questions from supervisor and clients.
• Significant knowledge of product and service capabilities.
• With some assistance can implement and oversee client specific initiatives, i.e. closure projects, cost reduction projects, performance guarantee compliance.
• Perceived as critical link between client, management and claims operations.
• Proactively works with supervisor to plan for and ensure maximum retention rate.
• Limits downside surprises by identifying and rectifying issues early.
• Leads group meetings across audiences (e.g., claim reviews, stewardship meetings, and partnership meetings) with modest support.
• Sets and communicates roles for all internal participants prior to critical meetings.
• Ensures appropriate pre-brief and de-brief communication to drive successful client interactions.
• Can scope out work-related projects, including time and resources needed to complete.
• May assist in orienting and mentoring lower level employees.
• Has complete understanding of program pricing.
• Understands the basics of program profitability to the company.
• Able to make appropriate trade-offs between pricing levers to reach best outcome (e.g. multi-year deals, LOP, etc.).

About You

Required:

• Bachelor's degree and 5 years related experience.
• Insurance license required.
• Often travels for client needs (e.g., claim reviews, stewardship discussions).

Work Traits:

• Able to create success stories and capture learning’s within own book of business and that of team members.
• Able to provide synthesized summaries to senior leadership within AM team.
• Focuses on what matters most, where there is risk and where senior management intervention may be required. Always gets his/her point across in interactions.
• Frequently able to lead group meetings and/or provide value-added input where not the primary presenter.
• Is accessible by team members when they encounter roadblocks with their work.
• Able to provide value-added suggestions and approaches to make the team more successful.
• With supervisors, understands what matters most and where/when to escalation issues.
• Consistently delivers direct, honest feedback to team members regarding performance against the AM skill continuum.

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)