Director of Client Solutions, Multi-national

3 weeks ago

Toronto, Ontario, Canada Gallagher Full time
Job Description

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you So, even if you feel that you're close but not an exact match, we encourage you to apply.

Overview

As Director of Client Solutions, reporting to the AVP of Client Solutions, you will lead the Multi-National Client Service Team which 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 improving both effectiveness of processes and efficiencies in procedures. Part of your role will be to provide coaching, mentorship and career pathing to the Commercial Multi-National Client Service Team.

Work Environment Hybrid (Agile) - We at Gallagher enjoy the benefits of working remotely while also collaborating and interacting with each other in the office.

How you'll make an impact
  • Overall supervision and development of all Client Service Brokers within designated team
  • Maintain and service a book of business as outlined in the Client Service Broker job description
  • Ensure full utilization by all team members of all systems in the Commercial division
  • Ensure staff meet and adhere to the Client Driven Service Model
  • Provide mentorship and support to commercial service staff
  • Assist in hiring of new team members ensuring they meet the qualifications of the position
  • Implement new service staff mentor program, and provide weekly feedback to determine next steps required for the successful onboarding of new staff
  • Provide a weekly report on current staff, including successes, challenges, and performance issues, including solutions
  • Provide a quarterly report on each staff member outlining learning opportunities, career planning, performance management and an action plan for development of that employee
  • Ensure underwriting practices and procedures are effectively understood, reinforced, and in compliance, (e.g. policy updates, renewals, etc.)
  • Ensure staffing levels are appropriate to meet client needs, including a quarterly analysis of the book of business within your designated branch
  • Supervise and adjust workflow and service standards within the team
  • First point of contact for insurance carrier service issues and procedural updates
  • Supervise processing of policy transactions and the posting of daily transactions
About you
  • 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
  • Strong communication and interpersonal skills enable you to develop deep relationships and partner effectively at all levels of the organization
  • 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
  • 7+ years of Commercial Insurance experience with a focus on multi-national accounts preferably in a brokerage environment
  • 2 years of management or supervisory experience preferred
  • Active and in good standing RIBO License required
  • CAIB, CIP, CIM or other relevant certifications/designations favored
  • Knowledge of EPIC considered an asset

What we can offer you

  • Competitive salaries and bonus plans
  • Medical & dental coverage to meet your household's needs
  • Life, Dependent Life and AD & D Insurance options
  • Pension & group savings plans
  • Employee stock purchase plan
  • Educational expense reimbursement
  • Employee assistance programs
  • Discounted gym membership
  • Opportunity for flexible work hours
  • Paid sick days & personal days
  • Employee education recognition program
  • Employee referral bonus program and more

#LI-SS1 #LI-Hybrid

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