Highlights
Key areas of focus include resolving escalated service issues, fostering effective communication among internal and external stakeholders, overseeing open enrollment planning and execution, supporting compliance initiatives, managing carrier and vendor relationships, leading benefit implementations, and maintaining strong client engagement. This role serves as a strategic leader, ensuring strong collaboration, accountability, and consistent service delivery while guiding the team through complex client needs and day-to-day consulting activities.
Numbers & Facts
| Location | Grand Rapids, Michigan |
| Job Type | Full-time |
| Industry | Insurance |
| Company Size | 10,000 employees or more |
| Year Founded | 1927 |
| Website | https://www.ajg.com/ |
Description
Introduction:
Overview:
At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher.
As the AVP, Client Service Manager you will lead, coach, and develop a team of Employee Benefit Consultants (Client Executives) across all lines of coverage. This role is responsible for delivering a proactive, high-quality client service experience that supports client retention, satisfaction, and growth within a diverse employee benefits portfolio.
This role serves as a strategic leader, ensuring strong collaboration, accountability, and consistent service delivery while guiding the team through complex client needs and day-to-day consulting activities. Key areas of focus include resolving escalated service issues, fostering effective communication among internal and external stakeholders, overseeing open enrollment planning and execution, supporting compliance initiatives, managing carrier and vendor relationships, leading benefit implementations, and maintaining strong client engagement.
Team Leadership & Development
- Lead, mentor, and develop a team of Client Executives
- Conduct regular coaching sessions and performance development discussions
- Support career growth, succession planning, and talent retention
- Foster collaboration across consulting, underwriting, pharmacy, wellbeing, compliance, and client service teams
- Establish team goals and service standards
Client Leadership
- Serve as escalation point for complex client issues
- Partner with Client Executives on strategic and renewal meeting preparation
- Participate in executive client meetings and stewardship reviews
- Ensure consistent execution of service plans, renewal strategy, and client deliverables
- Drive client retention and relationship expansion
Operational Excellence
- Manage team workload and resource allocation
- Ensure delivery deadlines and service standards are met
- Oversee renewal timelines and client activities
- Implement process improvements and best practices
- Develop/Monitor service metrics and client satisfaction
Required: Bachelor's degree and 7 years related experience required. Excellent knowledge of the insurance brokerage business.
Preferred:
- 15+ years of employee benefits consulting, brokerage, carrier, or HR benefits experience
- 2–5 years of people leadership experience with demonstrated success coaching and developing professionals
- Experience managing mid-market and/or large employer benefit programs
- Strong understanding of:
- Medical, dental, vision, life, disability, and voluntary benefits
- Self-funded and fully insured plans
- Compliance requirements (ACA, ERISA, COBRA, HIPAA, FMLA)
- Renewal and marketing processes
- Vendor and carrier management
- Strong verbal and written communication skills
- Proficiency in Microsoft Word, Excel, and PowerPoint
- Active Life & Health License (or ability to obtain/maintain)
- Bachelor's degree in Business, Human Resources, Risk Management, Finance, or related field
Behaviors: Strong people and process management experience
Compensation and benefits: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)
About Company
Gallagher, a global insurance brokerage and risk management services firm, helps clients address risk, protect assets and recover from losses. The products and services we provide keep businesses and institutions running, and enable individuals and families to rebuild their lives. Gallagher is the only insurance broker recognized by the Ethisphere Institute as a World's Most Ethical Company.
Gallagher provides retail and wholesale property and casualty brokerage, alternative risk transfer services, employee benefit consulting, and actuarial services. Gallagher also offers claims and information management, risk control consulting and appraisal services, human resource consulting, and retirement services.