SVP, Head of Claim Intake/FNOL

Lead GB’s North America intake operations across all channels, including the 24x7 voice intake operation, learning & development, customer support, client relations, and vendor management teams:

• Define and monitor performance metrics, identifying areas for improvement and providing targeted feedback
• Drive performance and experience results across all aspects of the businesses
• Build a high performing and high retention team
• Analyze customer feedback data to identify trends and implement necessary changes to improve the overall customer experience
• Regularly review and adjust staffing levels to meet demand fluctuations across different channels

Lead GB’s global Claims Intake / FNOL strategy and transformation agenda, modernizing how incidents are reported, captured, enriched, triaged, assigned, and converted into actionable claim workflows across channels, lines of business, geographies, and platforms:

• Own the global product direction and roadmap for AI-led intake transformation
• Develop and own business cases for intake investments, including cost reduction, EBITDAC impact, revenue lift, service attachment, faster setup, improved data quality, reduced leakage, and better overall claim outcomes
• Build a data-driven culture on intake metrics and oversight
• Chair a global working group on intake strategy across all of GB’s lines of business
• Find opportunities for collaboration across various geographies and businesses, and drive best practice adoption globally

Position Claims Intake / FNOL as a market differentiator by enabling earlier intervention, higher-quality first reports, improved claimant contact, faster routing to the right resource, and more proactive case management for clients.

Required:

• MA education and 15 yrs. of experience or commensurate

Preferred:

• Leadership of large teams
• Excellent analytical skills and data driven thinking
• A product mindset, with the ability to drive innovation and growth while aligning global executives

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)