Vice President, Client Experience and Operations

Introduction 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. Overview 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. How you'll make an impact 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.

About You 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:

Experience in a Chief of Staff, operations support, process improvement, or client/customer experience role. Insurance or claims experience is helpful but not required.

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 #LI-TJ1 Compensation and benefits We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve: Medical/dental/vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits include: Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program - elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more... •The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. We value inclusion and diversity Click Here to review our U.S. Eligibility Requirements Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Qualifications:

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:

Experience in a Chief of Staff, operations support, process improvement, or client/customer experience role. Insurance or claims experience is helpful but not required.

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 #LI-TJ1