[Hiring] SVP - Global Head of Claim Intake/FNOL @Gallagher

Role Description

This is a rare opportunity to lead and transform Gallagher Bassett’s Global Claim Intake/FNOL function, overseeing large-scale operations while shaping the future of AI-powered claim intake, customer experience, and service delivery across multiple geographies and lines of business. You'll have a direct impact on business performance and growth by driving innovation, developing investment strategies, building high-performing teams, and positioning intake as a key market differentiator that improves claim outcomes for clients worldwide.

• 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.

Qualifications

• Bachelor's degree and a minimum of 12 years related experience required.
• Master's degree 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.

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.