Senior Client Services Manager, Captives

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

This role manages captive clients, serving as the primary point of contact while developing strategic service plans, leading client meetings, and proactively identifying opportunities to improve program performance, reduce costs, and support client goals. The individual acts as a critical liaison between clients and internal teams, using data-driven insights, strong knowledge of products, pricing, and profitability, and effective project management to drive retention, client satisfaction, and successful program outcomes.

• May manage up to 25 dedicated clients, depending on complexity and/or client requirements.
• Book of business may cover multiple industries, but with focus in select industry (or industries).
• Serves as single point of contact for clients; highly responsive to requests and often identifies issues/challenges before client.
• Works with minimal supervision, and knows when to engage supervisor and/or peers throughout the company.
• Aligns self and external resources around client’s goals by understanding of what client is trying to accomplish in their programs and how we can contribute to these goals.
• Develops service plans to capture goals and ensure progress.
• Structures and uses data to tell a compelling story.
• Presents data confidently and anticipates questions from supervisor and clients.
• Significant knowledge of product and service capabilities.
• With some assistance can implement and oversee client specific initiatives, i.e. closure projects, cost reduction projects, performance guarantee compliance.
• Perceived as critical link between client, management and claims operations.
• Proactively works with supervisor to plan for and ensure maximum retention rate.
• Limits downside surprises by identifying and rectifying issues early.
• Leads group meetings across audiences (e.g., claim reviews, stewardship meetings, and partnership meetings) with modest support.
• Sets and communicates roles for all internal participants prior to critical meetings.
• Ensures appropriate pre-brief and de-brief communication to drive successful client interactions.
• Can scope out work-related projects, including time and resources needed to complete.
• May assist in orienting and mentoring lower level employees.
• Has complete understanding of program pricing.
• Understands the basics of program profitability to the company.
• Able to make appropriate trade-offs between pricing levers to reach best outcome (e.g. multi-year deals, LOP, etc.).

#LI-SD1

Required:

• Bachelor's degree and 5 years related experience.
• Insurance license required.
• Often travels for client needs (e.g., claim reviews, stewardship discussions).

Work Traits:

• Able to create success stories and capture learning’s within own book of business and that of team members.
• Able to provide synthesized summaries to senior leadership within AM team.
• Focuses on what matters most, where there is risk and where senior management intervention may be required. Always gets his/her point across in interactions.
• Frequently able to lead group meetings and/or provide value-added input where not the primary presenter.
• Is accessible by team members when they encounter roadblocks with their work.
• Able to provide value-added suggestions and approaches to make the team more successful.
• With supervisors, understands what matters most and where/when to escalate issues.
• Consistently delivers direct, honest feedback to team members regarding performance against the AM skill continuum.

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page .

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)