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Vice President of Client Services

Qualigence, Inc. (Arthur J. Gallagher & Co.) - Chicago, IL

Corporate Profile:

At Gallagher Bassett Services, Inc. (GB) we are constantly seeking skilled professionals who are up for a challenge and take exceptional performance to heart. The professionals we hire help us maintain our reputation as one of the most progressive property/casualty third party claims service organizations in our industry and throughout the world. GB provides services to Fortune 1000 companies through 100 offices worldwide. For the past several years, GB has ranked among the largest TPA's by Business Insurance Magazine and was also a recipient of the Business Insurance Readers' Choice award for "Best Third Party Claims Administrator." If you're looking for a professional career with an industry leader then you have come to the right place.

Wherever your interests lie, we are sure you will agree on one thing: our continued prosperity hinges on our greatest resource -- our people.


Position Summary:

The Risk Management Client Services team manages the largest business segment for GB in North America. The Client Services organization is responsible for program set-up and delivery, performance management and stewardship, client relationships, program strategy development and execution, deploying GB innovation and managing revenue and profitability. This group is at the core of driving the business and interfaces with several stakeholders within GB to ensure flawless execution for our clients.

The Vice President, Client Services and Operations will report directly to the Senior Vice President, Client Services for Risk Management and will lead one of GB’s flagship WC programs. The individual will play a critical role in:

  • Building a best-in-class program with exceptional client satisfaction and retention
  • Delivering exceptional financial and claim outcomes for the client by ensuring high quality claims handling, proactively driving program performance, and delivering insights on opportunities for improvement
  • Mentoring and coaching the team to achieve their full potential and career aspirations 

Primary Responsibilities :

  • Serve as General Manager over the entire Workers’ Compensation program (30+ FTE) for a flagship GB client, including branch and operational oversight, client relationship management, performance and outcomes management, and program P&L and renewal
  • Serve as senior executive contact for the client and act as the crucial link between the client, GB Executive leadership, and Claim Operations on all aspects of the program
  • Understand client’s strategic goals and deliver exceptional client service by ensuring that all functions across GB are cohesively delivering against commitments
  • Manage program to KPIs and ensure that GB is delivering against SLAs, including high quality claim handling, customer service, and adherence to GB best practices
  • Establish dominant priorities for the program, including short and long term goals and effectively manage concurrent initiatives
  • Drive client’s efforts around loss control, return to work, closure of legacy book, and management of total cost of risk
  • Proactively identify opportunity areas, develop solutions, secure client buy-in, and lead execution
  • Support branch leader with recruiting, onboarding, and ongoing training of claims staff
  • Provide coaching, feedback, and development for direct reports, including branch leadership and client services manager
  • Create a supportive and collaborative work environment within the team


Required Qualifications:

  • Bachelor's Degree in business, finance, law, or related field
  • 10-12 years of relevant work experience in managing large, complex, or national client relationships
  • Excel at program management and client relationship management
  • Comfortable analyzing data and working in spreadsheets (Excel skills and performing data analysis, reporting, and synthesis)
  • Strong PowerPoint skills and ability to develop presentations that effectively communicate complex ideas, analyses, and recommendations
  • Insurance and claims industry experience required


Work Traits:

  • Strategic thinker and solution oriented: able to think from the clients perspective and motivated to solve problems and get to the root cause of an issue
  • Intellectually curious: asks questions, seeks information, and enjoys the learning process
  • Proactive and organized: is a self-starter, takes ownership, and is able to prioritize effectively
  • Follow through on commitments: is willing to go above and beyond to serve clients, support the team, and deliver exceptional service
  • Flexible and adaptable: adaptive to changing priorities and multiple working styles
  • Team player: enjoys collaboration and works effectively with others
  • Effective communicator: articulate, clear, and concise in thought and presentation
  • Data-driven and analytical: passionate about diving into data and finding the “so-what?

Posted On: Tuesday, September 6, 2022

Position Contact
Scott Wilson
Managing Director, Executive Search
(734) 521-2144
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