SVP - Global Head of Claim Intake/FNOL

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

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.

How you'll make an impact

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 business
• 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, modernising 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.

About You

Required:

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

Preferred:

• 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.

Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• 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

At Gallagher, we are dedicated to building an inclusive and authentic workplace.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)

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