Vice President, Client Experience & Operations

Gallagher Bassett is seeking a strategic and execution-focused leader to join as Vice President, Client Experience and Operations. This role is responsible for owning the client experience and leading core client support functions that enable client delivery, while working closely across business units to ensure a consistent, efficient, and high-quality service experience. The position sits at the intersection of strategy and execution, and entails leading initiatives that improve performance, strengthen client outcomes, and ensure the organization operates efficiently at scale.

This is a remote position with at least 15% travel. 

• 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.

Required:

• 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.

Preferred:

Skills:

• Strategic Thinking: Ability to think strategically and connect operational priorities to broader business and client experience goals. Proficiency with setting the agenda and goals and driving execution.
• Analytical Problem Solving: Strong analytical skills with the ability to evaluate complex situations, identify root causes, and drive solutions
• Process Design and Improvement: Experience improving and streamlining processes to drive efficiency, consistency, and service excellence
• Cross-Functional Collaboration: Proven ability to work effectively across teams and stakeholders, building alignment and driving execution
• Communication: Ability to develop and deliver executive level updates and build consensus across the organization

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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)