Note: The job is a remote job and is open to candidates in USA. Gallagher Bassett is a company dedicated to helping clients navigate complexity and support recovery. They are seeking a Vice President, Client Experience and Operations to lead client support functions and enhance the overall client experience, ensuring efficient and high-quality service delivery across business units.
Responsibilities
- Lead client support functions, including new business implementation and onboarding, client set-up, and ongoing support teams; set priorities, capacity plans, and service levels and quality standards
- Own and drive the overall client experience journey; review current processes and internal workflows; identify the main sources of delay, rework, and service variation; implement fixes
- Work with Sales, Client Services, and segment leaders to align on priorities and service expectations, and drive service excellence
- Own the client delivery operating model (roles, handoffs, SLAs, governance) and drive improvements and efficiencies as the business evolves
- Define and track operational and client KPIs; use data to manage performance and support decisions on staffing, process changes, and investments
- Prepare monthly business segment performance reports and facilitate business reviews that result in clear decisions and actions; support business segments with achieving sales, client retention, and profitability goals
- Build working relationships across Sales, Client Services, Operations, IT, and Finance to ensure alignment, accountability, and coordinated delivery
- Provide leadership through ongoing coaching, mentorship, and talent development, strengthening team capability and supporting long-term organizational needs
- Foster a high-performing environment that values collaboration, accountability, and inclusion, while promoting diverse perspectives and continuous improvement across teams
Skills
- Bachelor's degree and 10+ years of experience in consulting, operations, or transformation roles, with end-to-end ownership of workstreams from diagnosis through implementation
- Experience leading teams and delivering results in a cross-functional, matrixed environment
- Comfortable using metrics to manage performance (e.g., service levels, cycle time, quality) and to prioritize improvements
- Experience in a Chief of Staff, operations support, process improvement, or client/customer experience role
- Insurance or claims experience is helpful but not required
Benefits
- Medical/dental/vision plans, which start from day one!
- Life and accident insurance
- 401(K) and Roth options
- Tax-advantaged accounts (HSA, FSA)
- Educational expense reimbursement
- Paid parental leave
- Digital mental health services (Talkspace)
- Flexible work hours (availability varies by office and job function)
- Training programs
- Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
- Charitable matching gift program
Company Overview