Director, Client Solutions Jobs

Intro
Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper.We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 40,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.
At Gallagher, you can build a career whether it’s with our brokerage division, our benefits and HR consulting division, or our corporate team.
Responsibilities
As Director, Client Solutions this role will lead a client service team that delivers high quality and efficient service to all clientele to ensure goals and objectives support the branch strategy. This role has a direct impact on business outcomes such as client retention, client satisfaction, ensuring the team meets or exceeds Gallagher's service goals. You will focus on maximizing both effectiveness of processes and efficiencies in procedures. Part of your role will be to provide coaching, mentorship and career pathing to the commercial service representatives.
How You Will Impact the Business

• Provide guidance and support to commercial service staff
• Maintain and service a book of business as outlined in the Client Service Broker job description
• Provide a weekly report on current staff, including successes, challenges, and performance issues, including solutions.
• Provide a quarterly report on each staff member outlining training opportunities, career planning, performance management and an action plan for development of that employee
• Monitor and adjust workflow and service standards within the team
• Ensure staffing levels are appropriate to meet client needs, including a quarterly review of the book of business within your designated branch.
• Ensure underwriting practices and procedures are effectively understood, reinforced, and in compliance, (e.g. policy changes, renewals, etc.)
• Overall supervision and development of all Client Service Brokers within designated team
• Implement new service staff training program, and provide weekly feedback to determine next steps required for the successful onboarding of new staff.
• Ensure staff meet and adhere to the Client Driven Service Model
• Assist in hiring of new service staff ensuring they meet the qualifications of the position
• First point of contact for insurance carrier service issues and procedural changes.
• Ensure full utilization by all team members of all systems in the Commercial Department
• Supervise processing of policy transactions and the posting of daily transactions

What Makes You Successful

• Being in a fast-paced, dynamic environment brings out the best in you. With an ability to prioritize effectively and ensure the team is aligned with broader strategic outcomes.
• Highly tech-savvy, with the ability to learn new systems, tools and processes effortlessly.
• Strong communication and interpersonal skills enable you to develop deep relationships and partner effectively at all levels of the organization.
• You are a natural-born leader, and take immense pride in guiding and fostering the teams’ growth – and your impact on the business comes as a natural result of that!

Work Environment

• Hybrid Work – this role will offer work-from-home flexibility, but will also require on-site presence.

Qualifications
Education and Experience

• 2 years of management or supervisory experience preferred
• Knowledge of EPIC considered an asset
• Active and in good standing RIBO License required
• 7+ years of Commercial Insurance experience
• Secondary School Diploma required, College or University Degree strongly preferred
• CAIB, CIP, CIM or other relevant certifications/designations favored