Director, Client Services - Captives

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 up to 10 high-profile, demanding, captive clients, driving strong client relationships by proactively resolving issues, aligning resources to client goals, and delivering strategic service plans that support program success and retention. The position requires deep knowledge of company products and pricing, leadership of client meetings, and the ability to balance profitability with client needs while effectively communicating results and influencing both internal teams and client stakeholders.

How you'll make an impact

* May manage anywhere from 1 to 10 clients, many among company's larger and most demanding.

* Acts as a single point of contact with many of the company's more sophisticated/demanding clients.

* Always responsive to requests and consistently identifies and resolves issues/challenges facing the client.

* Able to identify when/where to escalate issues. Brings the right people and resources together to solve challenges.

* Thorough understanding of what client is trying to accomplish in their program and understands how the company can contribute to these goals. Aligns self and external resources around client's goals.

* Develops consistent, high-quality service plans to capture goals and ensure progress.

* Presents client context and interests in a compelling way to motivate others.

* Builds thorough knowledge of Company products and services.

* Intelligently describes and discusses attributes and benefits, and knows when to introduce them to address business needs.

* Communicates/coordinates client specific initiatives, i.e. closure projects, cost-reduction projects, performance warranty compliance and communicate results to senior internal and client contacts. Proactively works to plan for and ensure maximum retention, often producing renewal by self.

* Identifies and rectifies issues early.

* Viewed by client as their advocate.

* Leads group meetings across audiences (e.g., claim reviews, stewardship meetings, and partnership meetings) with minimal 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.

* Works with minimal supervision, with complete understanding of when to engage supervisor.

* 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 for company (e.g. multi-year deals, LOP, etc.).

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About You

Required:

* Bachelor's degree and 6 years related experience.

* Insurance license required.

* Often travels for client needs (e.g., claim reviews, stewardship discussions).

* Possesses and maintains significant and meaningful depth of knowledge in select industries, drivers of risk, and industry/competitor developments.

* In-depth understanding of risk, insurance and claim industry information and trends.

* Understands dynamics of exposure, coverages, carrier and broker dynamics.

Preferred:

* Applicable industry designations preferred.

Work Traits:

* Builds an in-depth knowledge of client.

* Thinks outside the box to address specific client concerns.

* Delivers all messages (written or verbally) in a concise, logical manner with focus on insights and decisions/action. Confident when communicating and presenting, always gets point across and anticipates questions from supervisors and clients.

* Proficient in Excel and PowerPoint.

* Able to structures and use data to tell a compelling story.

* Incorporates potential nuances (outliers, benchmark data) to reach better conclusions.

* Able to engage with more sophisticated clients and brokers.

Compensation and benefits

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to…