Client Service Director

Arthur J. Gallagher & Co. (AJG); Hamilton; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading risk management firm in Scotland seeks a Client Services Director to ensure exceptional service delivery for a diverse portfolio of clients. The role demands a minimum of 10 years' experience in re/insurance management and strong team leadership skills. Responsibilities include managing client relationships, financial oversight, and leading the Captive Management team. The ideal candidate will possess an internationally recognized accounting designation and a strategic approach to problem-solving.

Qualifications

• Minimum of 10 years' experience in re/insurance management.
• At least 5 years' experience in captive insurance.
• Demonstrable team management experience.

Responsibilities

• Ensure exceptional service delivery to a diverse client portfolio.
• Lead and develop the Captive Management team.
• Manage client engagement and financial management.

Skills

Team management

Relationship management

Strategic planning

Effective communication

Attention to detail

Education

Internationally recognized accounting designation (CA, CPA, ACCA, CMA)

Professional re/insurance qualifications (CPCU, ACII, ARe, ARM)

Job description

Introduction

At Artex, we reimagine what risk management can be and we do it with bold thinking, deep expertise, and an unwavering belief in what’s possible. As part of our global team, you’ll help clients navigate complex risks through creative, forward-looking solutions that go beyond the expected. This is a place where innovation is encouraged, ideas are welcomed, and no two days look the same. We’re a community of confidently curious problem-solvers, opportunity seizers, and collaborative thinkers, working together to challenge convention and shape the future of our industry. Here, you’ll be supported to explore your potential, grow your expertise, and make a meaningful impact on a global scale.

Overview

The Client Services Director is responsible for ensuring exceptional levels of service are delivered to a diverse portfolio of clients. Working in conjunction with the client service teams and managers, the CSD will provide guidance and leadership together with ensuring smooth communication with the ultimate aim of delivering the highest possible level of service to clients.

How you'll make an impact

Operations

• Primary contact for client engagement
• Responsible for high quality and timely delivery of all services required by clients, ensuring standards are upheld and clients are satisfied with the level of service
• Ensure timely resolution of any client complaints
• Participation at client board meetings – Oversight of the wider client servicing teams to ensure a consistent approach and high standards are upheld
• Client services relationship management with an emphasis on stewardship and client allocation management
• Financial management of the budget, forecasting, expense management and payment processing
• Manage outsourced relationships and ensure oversight of outsourced activities
• Approval of all outgoing fee quotes or fee issues

Business Development

• Contribute to the business development strategy including conducting profitability analysis and optimizing pricing strategies
• Maintain key service provider relationships with auditors, consultants, asset managers and actuarial firms
• Actively collaborate and partner with sales and revenue generation efforts

Governance, Risk & Compliance

• Reviews and approves board packs for client board meetings
• Plan and manage clients’ board meeting strategy
• Responsible for client compliance with relevant laws, regulations and regulatory measures
• Reviews and approves business plans and other regulatory applications before submission to the BMA for existing clients
• Works closely with new clients and prospects in the licensing process including preparation and submission of the Business Plan to the BMA and liaising with other service providers as required
• Reviews client annual returns for completeness and accuracy prior to sign off and submission to the BMA

Team Management

• Lead and develop members of the Captive Management team through communication, performance management, development plans and reward/recognition practices
• Provide mentoring and coaching to members of the Captive Management team
• Provide technical support and training to the team
• Cultivate an environment that supports diversity and reflects the Gallagher Way

Business Management

• Adhere to Artex policies and procedures at all times
• Undertake all activities in a professional and ethical manner
• Attend and actively participate in internal strategic initiatives
• Ensure timesheets are completed accurately and on time
• Contribute to the overall positive working environment with impeccable conductli>
• Represent Artex at industry forums and meetings
• Identification of new products and services for enhanced client service and fee generation
• Identification of cost savings initiatives
• Project management

About you

• Internationally recognized accounting designation (CA, CPA, ACCA, CMA) or equivalent professional re/insurance qualification (CPCU, ACII, ARe, ARM) – A minimum of 10 years’ re/insurance management or equivalent experience with at least 5 years’ experience preferably in captive insurance
• 5 years of demonstrable team management experience
• Working knowledge of the Bermuda re/insurance markets and regulatory environment
• The ability to work effectively and accurately whilst under pressure
• Excellent communication skills
• Proven relationship management skills
• A strategic planner with attention to detail
• Excellent verbal, written, organizational skills with the ability to engage effectively at all levels