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 deliver impactful outcomes. They are seeking a Vice President of Client Experience and Operations to lead client support functions and enhance the overall client experience while ensuring efficient 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 management consulting, internal consulting, Chief of Staff, operations leadership, process improvement, operational excellence, or client experience leadership
- Experience evaluating operating models, identifying opportunities for improvement, and leading transformation initiatives across multiple functions
- Experience owning or improving the end-to-end client or customer experience, including onboarding, implementation, service delivery, retention, or account management
- Insurance, claims, or risk management, is helpful but not required
Benefits
- 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
Company Overview