Assistant Manager - Customer Service

Arthur J. Gallagher & Co. (AJG); United Kingdom; On-site; GBP 9,000 - 14,000; Full time

Job summary

Gallagher Service Center is seeking a capable AM/DM to lead a team within the Insurance or F&A vertical. The role emphasizes people management, service delivery, and process improvement to ensure high-quality customer service and efficient operations.

Your responsibilities include guiding a team of Process Associates, delivering MIS insights, and collaborating on new workflows. Travel to client locations may be involved, with shifts including nights.

Qualifications

• Minimum 6 years of post-qualification experience in international BPO/KPO.
• Experience as Team Leader or Assistant Manager (at least 2 years).
• Six Sigma Green Belt or Yellow Belt certification; knowledge of Insurance domain is a plus.

Responsibilities

• Proven people management skills and team leadership.
• Service delivery and quality adherence.
• Understand operational requirements; research best practices; assist design/implementation of new processes and tools.
• Mentor and monitor a team of Process Associates; prepare MIS reports and analyses to identify improvement opportunities.
• Interact with customers and manage their queries; coordinate day-to-day activities of the team.
• Attend/respond to written/electronic correspondence; conduct performance reviews; support transitions to client locations (USA/UK).
• Be flexible to work night shifts and travel if required.

Skills

People management

Service delivery

Quality adherence

MIS reports

Customer service

Leadership

Education

Graduate degree

Tools

Microsoft Office

Job description

Introduction Welcome to Gallagher in India — where expertise, technology, and purpose come together. Since 2006, Gallagher in India has supported global teams by delivering quality, service, and speed through deep expertise, smart technology, and specialized knowledge services. More than just an operations center, it’s a place where careers grow through collaboration, continuous learning, and purposeful work. We drive efficiency, compliance, and innovation so our teams can focus on serving clients. If you enjoy solving problems and working with purpose, Gallagher is the place where you can grow and feel a sense of belonging.

Overview We are looking for a AM/DM to join our team! As a AM/DM You will serve as a key member of the Insurance or F&A Team of Gallagher Service Center, Report to the Manager (Operations).

How you\'ll make an impact

Responsibilities:

• This position will require an individual who has a previous and demonstrated ability of success in

• Proven people management skills

• Service delivery

• Quality Adherence

• The AM/DM will be responsible for understanding operational requirements, researching best practices and assisting with the design and implementation of new processes and tools.

• Ability to cultivate a team environment that provides exceptional customer service and ensuring all staff members perform at a consistently high level.

• Ability to motivate, instill accountability and achieve results.

• Monitoring the effectiveness of a team of Process Associates.

• Ability to prepare MIS reports and do various analyses to understand improvement opportunities.

Ability to interact with Customers and manage their queries.

Additional Responsibilities:

• Providing day-to-day coordination on the activities of the team.

• Attending and responding to written/electronic correspondence.

• Performance reviews of the team members at regular intervals

• One to upgrade ones knowledge by taking up company sponsored Insurance exams certified by The Institutes if applicable

• Involve mentoring of Team members Require one to be involved with various Process Improvement related projects to drive efficiencies in the team Involve mentoring of Team members

• Open to travel to client location on transition USA/UK.

• Mandatorily require to be comfortable working in all shifts including night shift.

About you

Qualifications: Education Minimum Required Degree: Graduate Preferred Degree: Any Bachelor\'s Degree

Certifications / Special Training Required: Proficiency in Microsoft Office applications. Preferred: Six Sigma Green Belt or Yellow Belt certification. Knowledge of or certification in the Insurance domain will be an added advantage.

Experience Minimum 6 years of post-qualification experience in the international BPO/KPO industry. At least 2 years of experience (on paper) as a Team Leader or Assistant Manager. Must currently be designated as a Team Leader or Assistant Manager. Experience managing a team of at least 10 FTEs.

Knowledge, Skills & Abilities Strong understanding of Contact Center Operations and Customer Service principles. Demonstrated problem-solving and decision-making capabilities. Excellent organizational and planning skills. Strategic thinking with the ability to identify and drive business opportunities. Strong leadership, team management, and stakeholder management skills.

Additional Information 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. If your past experience doesn\'t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

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