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Operations Director

2 months ago

San Diego, California, United States Gallagher Full time
About the Role

We are seeking a highly skilled and experienced Operations Director to join our global brokerage team at Gallagher. As a key member of our team, you will be responsible for managing the administration of our group benefit programs, including basic and major medical coverage, dental insurance, group life insurance, pension plans, and other benefits.

Key Responsibilities
  • Manage the administration of group benefit programs, ensuring compliance with regulatory requirements and company policies.
  • Cultivate a culture of customer service excellence within the team, fostering a positive and supportive work environment.
  • Facilitate, manage, and monitor client satisfaction through feedback and survey opportunities, ensuring high levels of customer satisfaction.
  • Work with department leadership to develop team and individual KPI objectives, driving business growth and improvement.
  • Implement and manage individual performance against KPI objectives, providing coaching and feedback to staff.
  • Mentor team members through continuous learning, transparent feedback, and strong talent development, promoting career growth and advancement.
  • Meet with direct reports 1-1, providing effective coaching and feedback on technical and performance-related issues.
  • Develop and promote best practices in performance management, ensuring consistency and fairness across the team.
  • Facilitate informative meetings and team-building opportunities, promoting collaboration and communication.
  • Drive efficiency through process improvements, identifying areas for cost savings and streamlining operations.
  • Identify skill and knowledge gaps in the business unit and work with department leadership to develop strategies and processes to ensure services meet business and client requirements.
  • Observe and monitor processes, team performance trends, and identify improvement opportunities or take remedial action to resolve issues.
  • Communicate with clients on escalated member issues, including billing, staffing, systems, and other concerns.
  • Exhibit the highest degree of professionalism and creativity, representing Gallagher in both client and team situations.
  • Utilize safe work practices and follow directives, policies, and procedures for assisting and maintaining a healthy and safe work environment.
Requirements
  • Bachelor's degree and 5+ years of related experience required.
  • Employee Performance Management Experience.
Preferred Qualifications
  • Strong knowledge of compliance regulations.
  • Proficiency in Microsoft Office suite.
  • Advanced skills in Microsoft Excel.
  • Excellent verbal and written communication skills.
  • High level of attention to detail.
  • Ability to effectively multitask with competing priorities.
  • Ability to effectively manage a diverse employee group.
  • Ability to work effectively both independently and in a team-based environment.
  • Experience in healthcare, insurance, or underwriting preferred.
  • Minimum 5 years of management experience preferred.
  • California insurance license preferred.
Benefits

We offer a wide range of benefits, including:

  • 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...
About Gallagher

Gallagher is a global insurance brokerage firm that values inclusion and diversity. We believe that all persons are entitled to equal employment opportunity and prohibit any form of discrimination based on protected characteristics.

We are committed to creating a workplace that is inclusive, diverse, and respectful of all employees. We believe that our employees' diverse identities, experiences, and talents are essential to our success and enable us to better serve our clients and communities.