Personal Lines Client Service Supervisor

Introduction

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.

The Preferred Personal Lines Client Service Supervisor is accountable for leading a Client Service team that delivers high quality and efficient service to both the internal and external clients within a Branch in the Florida zone. This role reports directly into the Client Service Director with a strong dotted-line reporting relationship to the Branch Manager to ensure Service goals and objectives support the Branch strategy.

The Client Service Supervisor will have people management responsibility over one or more Client Service Managers and a team of Client Service Associates. The Client Service Supervisor has a direct impact on business outcomes such as client retention, client satisfaction, enhancing AJG’s value to our clients and prospects, achieving operating/margin targets and creating a culture of performance and continuous improvement.

Client Service Supervisor’s Primary Areas of Focus:

• Delivers high quality client service consistent with AJG operational standards and practices
• Manages and develops a high performing team by being a champion for client service, teamwork, knowledge sharing, commitment to continuous improvement and commitment to people development
• Ties the priorities of the Client Service operations function with Branch’s strategies and key priorities through close interaction with the Branch Manager and the Client Service Director
• Holds team members accountable for consistently achieving or exceeding productivity and performance metrics across the Branch
• Manages assigned accounts (the amount of time spent managing accounts will vary based on the number of individuals under direct supervision)

Manages the Client Experience:

• Ensures team delivers consistent, positive operational results by achieving and maintaining defined service levels by successfully executing agreed to processes, which includes using all available systems, resources and tools (GSC)
• Executes ongoing audits to proactively measure commitment to established service levels, processes, procedures, etc. and uses results to identify training, best practice sharing and process improvement opportunities
• Identifies opportunities for continuous improvement and then designs and implements solutions with a focus on measurable improvement
• Monitors workflow and throughput to ensure team meets or exceeds performance standards, leveraging standard operational reports, adjusting resources and rebalancing work as required
• Resolves moderately complex client issues
• Proactively communicates operational performance to members of the operations team, Branch Management and other key stakeholders including Production teams
• Identifies / Facilitates / Leads / Participates in projects to continually improve operations, which includes projects and initiatives with a Regional or Divisional scope
• Escalates requests and resolves issues with partner Service Centers to Client Service Director
• Consistently collaborates with regional peers
• Escalates and manages service related issues as necessary
• May directly service a book of business, which should not occupy any more than 80% of your time

Manages People
:

• Provides direct leadership to Branch Client Service Team, which includes all aspects of talent acquisition, development, engagement, etc.
• Use…