Client Service Leader

6 months ago

Swindon, United Kingdom Gallagher Full time

About Us:
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.

Overview:
We’re looking for an experienced Manager of Managers to join our Public Sector Region. You will be responsible for supporting teams in Swindon, Guildford, Chelmsford, Formby and Manchester.

Are you a proactive problem solver, striving to always view what we do in terms of ‘how can we do it better’? Focused on our people and our clients equally, you should have a multiplier approach to leadership, with a curious mind and drive for excellence.

You will provide leadership and support for a team of between 4-6 Team Managers across various locations acting as the first escalation point. You will primarily be responsible for maximising the team’s performance on a day to day basis, ensuring Company, team, and individual objectives are achieved in order to maximise efficiencies and support your teams to provide excellent client service.

**Responsibilities**:
**To embed a consistent approach across all teams for Operations, Client Service and Workflow Management**:
**Workload Management**
- Support senior management to manage and improve the team performance through the development of trained and high performing team members
- Achieve quality measures as defined by business operating plans
- Responsible for achieving targets and SLAs through the smooth and efficient operation of the team
- Control the distribution of workload to maximise productivity, maintain high output quality and achieve SLAs and KPIs
- Ensure that the team is appropriately resourced at all times to maximise delivery of the defined levels of customer service
- Assist in team support and leadership, interpersonal, management and customer relations’ skills
- Look to improve business efficiency processes

**Team Performance**
- Put Development of our teams at the heart of what we do, supporting local Team Managers to provide development programmes, training courses, coaching and mentoring to our team members
- Ensure that the team has the required skills to achieve performance targets, providing coaching and support to address any shortfalls
- Ensure the team have training and escalation points to deal with complex queries and issues that may arise
- Complete regular appraisals using SMART objectives
- Support Team Managers during any performance issue management processes

**Conduct and Operations**
- Comply with AJG Professional Standards Manual and conduct rules embedding these into the team DNA
- Define clear referral points for technical and system queries
- Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business
- Take all reasonable steps to ensure the part of the business for which you are accountable demonstrably complies with applicable laws, rules, regulations, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business. If shortcomings are identified take responsibility for remedial action planning, and action in conjunction with the relevant experts within the firm
- Implement any changes in a consistent but business supportive way across all offices
- Carry out quality checks to ensure client excellence is evident at the heart of what we do.

Qualifications:
**Your Skills, Experience and Qualifications**
- Dip CII/ (Chartered Insurance Institute qualifications) desirable
- Educated to A-Level standard or equivalent is desirable
- Strong evidence of tenured leadership experience
- Workload management experience.

**Technical Knowledge**
- Good knowledge of general insurance products (Property Owners desirable), services, and basic underlying legal principles and practices relating to risk within own role capacity.

**Experience**
- Strong team management experience gained in a commercial setting
- Significant business acumen in operational management of developing/coaching a team
- Proven track record of achieving/exceeding SLA
- Experience of dealing with complex relationships internal and external
- Demonstrated rapport-building experience
- Evidence of effectively prioritising risks to manage concurrent workflow.

**Skills/other**
- Excellent people management skills
- Excellent interpersonal skills, including listening, verbal and written communication skills with the ability to communicate effectively with all levels of the Company, including senior level management
- Good organisational skills for forward planning
- Problem-solving mind-set
- Excellent personal organisation

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