Vice President, Client Operations

Arthur J. Gallagher & Co. (AJG); Rolling Meadows (IL); Remote; USD 180,000 - 250,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities and O

Global reach with local impact

Job summary

Gallagher Bassett seeks a strategic, execution-focused Vice President of Client Operations to lead critical client delivery functions, drive operational excellence, and scale services across the organization. This remote role requires coordinating with Sales, Client Services, Operations, IT, and Finance, with at least 15% travel.

The successful candidate will own the client delivery operating model, develop KPIs, and guide onboarding, implementation, and ongoing support to ensure superior

Qualifications

• Bachelor's degree and 10+ years of experience in consulting, operations, transformation, or operational leadership roles.
• Experience leading teams in a cross-functional, matrixed environment.
• Strong metrics-based approach to manage performance (service levels, cycle times, quality, productivity).
• Proven track record delivering process improvements and operational excellence.

Responsibilities

• Lead client support and onboarding, establish priorities, service levels, and quality standards.
• Drive operational improvements across client delivery; identify delays and inefficiencies; implement scalable solutions.
• Partner with Sales, Client Services, and leaders to align priorities and drive consistent execution.
• Own the client delivery operating model, including roles, handoffs, SLAs, and governance; drive continuous improvement.
• Define and track operational KPIs; use data to manage staffing, processes, and investments.
• Prepare monthly segment performance reports and drive accountability and profitability goals.

Skills

Strategic Leadership

Operational Excellence

Cross-Functional Collaboration

Data-Driven Decision Making

Performance Management

Education

Bachelor's degree in a relevant field

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

Gallagher Bassett is seeking a strategic and execution-focused leader to join as Vice President, Client Operations. This role is responsible for leading critical operational functions that support client delivery, ensuring services are delivered efficiently, consistently, and at scale. Working across business units, the Vice President will drive operational excellence, improve performance, optimize processes, and enhance service delivery outcomes.

The position sits at the intersection of strategy and execution, requiring a leader who can evaluate current operations, identify opportunities for improvement, implement scalable solutions, and drive measurable business results. This individual will partner closely with Sales, Client Services, Operations, IT, and Finance to strengthen operational effectiveness, support business growth, and deliver exceptional outcomes for clients and internal stakeholders.

This is a remote position with at least 15% travel.

How you'll make an impact

• Lead client support functions, including new business implementation and onboarding, client setup, and ongoing support teams; establish priorities, capacity plans, service levels, and quality standards
• Lead operational improvements across client delivery functions; evaluate current processes and workflows, identify sources of delay, rework, and inefficiency, and implement scalable solutions that improve service delivery and operational performance.
• Partner with Sales, Client Services, and business segment leaders to align operational priorities, establish service delivery standards, and drive consistent execution across the organization.
• Own the client delivery operating model, including roles, handoffs, service level agreements, and governance; drive continuous improvements as the business evolves.
• Define and track operational KPIs; use data and insights to manage performance and support decisions regarding staffing, process improvements, and investments.
• Prepare monthly business segment performance reports and facilitate business reviews that drive clear decisions and accountability; support business segments in achieving sales, client retention, and profitability goals.
• Build strong partnerships across Sales, Client Services, Operations, IT, and Finance to ensure alignment, accountability, and coordinated execution.
• Provide leadership through coaching, mentorship, and talent development to strengthen team capabilities and support long-term organizational success.
• Foster a high-performing environment that values collaboration, accountability, inclusion, diverse perspectives, and continuous improvement.

About You

Required:

• Bachelor's degree and 10+ years of experience in consulting, operations, transformation, or operational leadership roles, with end-to-end ownership of initiatives from assessment through implementation.
• Experience leading teams and delivering results in a cross-functional, matrixed environment.
• Strong experience using metrics to manage operational performance, including service levels, cycle times, quality measures, and productivity indicators.
• Demonstrated success driving process improvements, operational excellence initiatives, and measurable business outcomes.

Preferred:

• Experience leading operational functions supporting client onboarding, implementation, service delivery, retention, or account management, with a focus on scalability, efficiency, and operational effectiveness.Insurance, claims, or risk management experience is helpful but not required.
• Experience evaluating operating models, identifying opportunities for improvement, and leading transformation initiatives across multiple functions.
• Experience in management consulting, internal consulting, Chief of Staff, operations leadership, process improvement, operational excellence, or business transformation roles.

Skills:

• Strategic Thinking: Ability to connect operational priorities to broader business objectives, establish clear goals, and drive execution across complex organizations.
• Analytical Problem Solving: Strong analytical skills with the ability to evaluate complex situations, identify root causes, and implement effective solutions.
• Process Design and Improvement: Experience improving and streamlining processes to drive efficiency, consistency, scalability, and operational excellence.
• Cross-Functional Collaboration: Proven ability to build alignment, influence stakeholders, and drive execution across multiple teams and functions.
• Communication: Ability to develop and deliver executive-level updates, facilitate decision-making, and build consensus across the organization.

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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)