James Walterick is Gallagher Affinity Specialty Program’s Senior Vice President of Operations. James is in charge of Affinity’s customer care center, ensuring a dynamic customer experience and overseeing operations, retention, sales, as well as Gallagher Specialty Program’s call center strategy. Since joining Gallagher in 2018, James has played an important role in restructuring the call center central to conveying a positive customer and employee experience. Prior to Gallagher Affinity, James worked as an internal consultant and headed the brokered service call center at the Auto Club Group. He earned his bachelor’s degree and MBA from the University of South Florida, and has a Master’s in Organisational Leadership from The University of Oxford, U.K.
The employment landscape has changed dramatically in the past year, from cutting or adding head count to recruitment and onboarding across a dispersed workforce. Organizational culture remains one of the most important differentiators in the new normal. While there exists a playbook to manage core business issues, the global pandemic forced us to rethink processes including recruitment, hiring, onboarding, and integrating new and existing team members into a cohesive culture. In this session, learn some of James’ key lessons learned in 2020, discuss how to empower employees with the opportunity for agility and creativity, and explore how to maximize productivity while preserving culture.