[Hiring] Vice President, Client Operations @Gallagher

Role Description

Gallagher Bassett is seeking a strategic and execution-focused leader to join as Vice President, Client Operations. This role is responsible for leading critical operational functions that support client delivery, ensuring services are delivered efficiently, consistently, and at scale. Working across business units, the Vice President will drive operational excellence, improve performance, optimize processes, and enhance service delivery outcomes. The position sits at the intersection of strategy and execution, requiring a leader who can evaluate current operations, identify opportunities for improvement, implement scalable solutions, and drive measurable business results. This individual will partner closely with Sales, Client Services, Operations, IT, and Finance to strengthen operational effectiveness, support business growth, and deliver exceptional outcomes for clients and internal stakeholders. This is a remote position with at least 15% travel.

How you'll make an impact

• Lead new business implementation, onboarding, and client setup functions; establish priorities, capacity plans, service levels, quality standards, and operational procedures to support efficient and scalable service delivery.
• Lead operational improvements across client delivery functions; evaluate current processes and workflows, identify sources of delay, rework, and inefficiency, and implement scalable solutions that improve service delivery and operational performance.
• Partner with Sales, Client Services, and business segment leaders to align operational priorities, establish service delivery standards, and drive consistent execution across the organization.
• Own the client delivery operating model, including roles, handoffs, service level agreements, and governance; drive continuous improvements as the business evolves.
• Define and track operational KPIs; use data and insights to manage performance and support decisions regarding staffing, process improvements, and investments.
• Prepare monthly business segment performance reports and facilitate business reviews that drive clear decisions and accountability; support business segments in achieving operational performance, growth, and profitability objectives.
• Build strong partnerships across Sales, Client Services, Operations, IT, and Finance to ensure alignment, accountability, and coordinated execution.
• Provide leadership through coaching, mentorship, and talent development to strengthen team capabilities and support long-term organizational success.
• Foster a high-performing environment that values collaboration, accountability, inclusion, diverse perspectives, and continuous improvement.

Qualifications

• Bachelor's degree and 10+ years of experience in consulting, operations, transformation, or operational leadership roles, with end-to-end ownership of initiatives from assessment through implementation.
• Experience leading teams and delivering results in a cross-functional, matrixed environment.
• Strong experience using metrics to manage operational performance, including service levels, cycle times, quality measures, and productivity indicators.
• Demonstrated success driving process improvements, operational excellence initiatives, and measurable business outcomes.

Requirements

• Experience leading operational functions supporting client onboarding, implementation, service delivery, or operational support functions, with a focus on scalability, efficiency, and operational effectiveness.
• Insurance, claims, or risk management experience is helpful but not required.
• Demonstrated experience evaluating operating models, establishing performance metrics, improving service delivery processes, and driving measurable operational outcomes.
• Experience leading implementation, onboarding, operational support, process improvement, operational excellence, shared services, or service delivery functions.
• Experience in management consulting, internal consulting, Chief of Staff, operations leadership, process improvement, operational excellence, or business transformation roles.

Skills

• Strategic Thinking: Ability to connect operational priorities to broader business objectives, establish clear goals, and drive execution across complex organizations.
• Analytical Problem Solving: Strong analytical skills with the ability to evaluate complex situations, identify root causes, and implement effective solutions.
• Process Design and Improvement: Experience improving and streamlining processes to drive efficiency, consistency, scalability, and operational excellence.
• Cross-Functional Collaboration: Proven ability to build alignment, influence stakeholders, and drive execution across multiple teams and functions.
• Communication: Ability to develop and deliver executive-level updates, facilitate decision-making, and build consensus across the organization.

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