Job Description
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. Overview The Achieve Client Service Supervisor is responsible for developing and nurturing early‑career Client Service Managers by leading the Achieve early talent program and supporting their progression into fully capable client service professionals. This role focuses on building foundational skills, accelerating on‑the‑job learning, and creating meaningful development opportunities through strong partnerships across the business. The supervisor plays a critical role in shaping future service talent by facilitating structured learning experiences, connecting CSMs with hands‑on training opportunities, providing ongoing coaching and feedback, and reinforcing core client service expectations. The role directly impacts readiness, confidence, and performance of early talent, while supporting a culture of learning, accountability, and continuous improvement aligned to the Client Service Manager role. How You'll Make An Impact Client Experience & Operations Ensure consistent delivery of high‑quality client service aligned with operational standards and service level agreements. Monitor workflows, capacity, and productivity using operational reports; reallocate resources as needed to meet performance targets. Conduct audits to assess adherence to service standards, processes, and procedures; identify training and improvement opportunities. Resolve moderately complex client service issues and escalate as appropriate. Lead or participate in Branch, Regional, or Divisional initiatives to improve service delivery and operational effectiveness. Collaborate with Service Centers and regional peers; escalate issues to the Client Service Director when required. Communicate operational performance and service outcomes to Branch leadership and key stakeholders. May personally manage a book of business as needed: 80% People leadership/ 20% Book of business People Leadership Provide direct leadership to the Branch Client Service team, including hiring, onboarding, coaching, performance management, and engagement. Champion teamwork, knowledge sharing, client service excellence, and continuous improvement. Hold team members accountable for productivity, performance metrics, and service quality. Deliver timely feedback and coaching to support employee development and sustained high performance. Effectively operate within a matrix environment to manage cross‑functional service delivery. Core Role Competencies: Client Focus & Service Excellence: Anticipates, understands, and delivers on client needs while ensuring high-quality service. Operational Excellence: Drives efficient, scalable service delivery through process, data driven decision making, and continuous improvement. People Leadership & Development: Builds, leads, and develops high-performing teams through coaching, accountability, and engagement. Performance Management & Accountability: Sets clear expectations, measures performance objectively, and drives results through accountability. Collaboration & Influence: Works effectively across functions and levels to align service delivery w/ organizational priorities. Measures of Success: Achievement of service level agreements and productivity targets Improved client satisfaction and retention Strong team engagement, development, and performance outcomes Demonstrated operational improvements and process efficiencies Effective alignment of Client Service operations with Branch strategy About You Required: Bachelor's degree with 5+ years client service and/or claims management experience -OR- High School degree/GED with 10+ years client service and/or claims management experience. 1+ years supervisory exper