National Director Health Pools Client Services

The National Director - Health Pools Client Services is a key leadership role responsible for overseeing and optimizing client service operations within Gallagher’s Health Pool Practice. This role is focused on driving exceptional client service, ensuring revenue retention, and maintaining cost efficiency across the practice. The National Director will lead efforts to develop best practices, monitor and improve client service cost-to-revenue ratios, and implement scalable service models that align with Gallagher’s strategic goals.  This position requires a strategic leader with a deep understanding of client service operations, data management, and process optimization. The National Director will work closely with Center of Excellence (COE) sites, branch teams, and key stakeholders to ensure seamless integration of service structures, deployment of best practices, and delivery of exceptional client experiences.

Revenue Retention

• Develop Best Practices: Create and implement standardized best practices for COE sites and local branch pool teams to achieve a target of 97% client revenue retention. This includes training, process optimization, and ongoing support to ensure consistency and effectiveness across all teams.
• At-Risk Client Tracking: Establish and maintain a robust tracking system to identify at-risk clients early. Regularly review client data, feedback, and performance metrics to proactively address concerns and mitigate risks.

• Remediation Planning and Execution: Collaborate with branch teams and COE sites to develop and execute remediation plans for at-risk clients. This includes identifying root causes of dissatisfaction, implementing corrective actions, and ensuring timely follow-up to retain business.
• Strategic Planning for MIC Clients: Participate in internal preparation for client meetings and strategic planning sessions, focusing on MIC (Most Important Clients) pool clients. Provide insights and recommendations to enhance client relationships and ensure long-term retention.

Client Service Cost-to-Revenue Ratios

• Monitor Ratios: Continuously monitor client service cost-to-revenue ratios within COE sites, ensuring ratios are maintained at or below 15%. Use data analytics tools to track performance and identify areas for improvement.
• Support Branches with High Ratios: Work closely with branches that have pool client service cost-to-revenue ratios exceeding 15%. Provide guidance and support to transition these clients to COE sites or implement strategies to improve revenue ratios, such as optimizing workflows, reallocating resources, or enhancing service efficiency.
• Data Analysis and Reporting: Analyze cost-to-revenue data to identify trends, challenges, and opportunities for improvement. Prepare regular reports and dashboards to share insights with leadership and drive informed decision-making.

Center of Excellence (COE) Sites

• Develop Service Structure: Design and implement a COE site service structure that is fully integrated into the larger branch, regional, and divisional service framework. Ensure seamless collaboration and alignment across all levels of the organization.
• Oversight and Collaboration: Provide oversight of COE operations, closely partnering with Janice Butler and Stephanie Roberts to ensure alignment with Gallagher’s operational goals and GCoE (Gallagher Center of Excellence) engagement. Regularly review COE performance metrics and provide strategic guidance to enhance efficiency and effectiveness.
• Consistency Across COE Sites: Drive consistency and efficiency across COE sites by standardizing processes, workflows, and service delivery models. Ensure all COE sites adhere to best practices and deliver high-quality service to clients.

Pool-Specific Client Service Processes

• Data Management and Automation: Develop and implement incremental plans for the deployment of data management, automation, and best practices within AMP (Account Management Platform) and DMS (Document Management System). Ensure these tools are effectively utilized to enhance service efficiency and accuracy.
• Uniform Service Support Model: Design and deploy a uniform service support model to enable scalable growth and ensure service levels are right-sized to revenue. This includes creating standardized workflows, training materials, and performance metrics to support consistent service delivery across all teams.
• Oversight of GCoE Resources: Provide general oversight of GCoE SSA (Shared Service Associates) and SSM (Shared Service Managers) resources. Use utilization and lift dashboards to monitor resource allocation, identify inefficiencies, and optimize performance.
• Process Evaluation and Improvement: Continuously evaluate client service processes to identify areas for improvement. Implement changes to enhance efficiency, consistency, and client satisfaction while supporting scalable growth.

• Bachelor’s degree in Business, Operations, or a related field; advanced degree (MBA or equivalent) preferred.
• Extensive experience in client service operations, preferably within the insurance or health benefits industry.
• Proven track record of achieving high client revenue retention rates and improving client service cost-to-revenue ratios.
• Strong understanding of data management, automation, and process optimization tools and platforms (e.g., AMP, DMS).
• Experience in developing and managing service structures within a Center of Excellence (COE) framework.
• Exceptional leadership and collaboration skills, with the ability to work effectively across branches, regions, and divisions.

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• 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

Other benefits include:

• 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
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

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Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.