Assistant Manager - Service Support Management

Arthur J. Gallagher & Co. (AJG); Mumbai; On-site; INR 2,400,000 - 4,200,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

Collaborative culture with global/onsc

Job summary

Gallagher in India seeks an AM/DM for the GGB US Small Business vertical to lead client service and regional operations from Mumbai. You will oversee end-to-end policy lifecycle services, drive renewal activities, and manage a 10–15 member SSM team while ensuring regulatory compliance and high-quality service.

Successful candidates will have 8–10 years in Insurance, 3–5 years in people management, and relevant certifications; willingness for US night shifts and some travel is expected.

Qualifications

• Bachelor's degree required; Property and Casualty Insurance certifications preferred.
• 8–10 years in Insurance domain/BFSI with strong client service focus.
• 3–5 years as a people manager/operations manager; leading a team.
• Experience with onshore travel and insurance designations is a plus.

Responsibilities

• Act as the primary point of contact for Region/Branch(es) and provide comprehensive support.
• End-to-end responsibility for policy lifecycle services.
• Participate in renewal review meetings with Producer/CSM.
• Manage service expansion and deployment across regions.
• Deliver and manage all services/outputs rolled out.
• Initiate pre- and post-renewal activities promptly.
• Identify and onboard new opportunities.
• Handle onshore/offshore queries to minimize re-work at the service center.
• Work with branches on adoption and service utilization; foster positive relationships.
• Monitor service performance metrics and implement corrective actions.
• Lead and mentor a team of 10–15 Service Support Managers (SSMs).
• Ensure compliance with regulations, standards, and best practices.

Skills

Written communication

Interpersonal skills

Ownership/ accountability

People management

Insurance lifecycle

AINS or similar

Education

Bachelor's degree

Tools

Transition/onboarding experience

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

Gallagher Center of Excellence is seeking to hire a AM/DM for GGB US Small Business vertical. As the SSM AM/DM for GGB US Select Small Business, you will be responsible for Client Service.

SSM-AM/DM plays a crucial role in:

• Primary Contact for Client Service Supervisor(s)/Client Service Director(s) onshore
• Managing customer support operations
• Ensuring high-quality service delivery
• Promoting customer satisfaction
• Driving continuous improvement initiatives
• Ensuring timely and accurate service delivery by all the SSMs
• Expansion and Deployment Management
• Monitoring and reporting service and success metrics

They combine technical expertise, leadership skills, and a customer-centric approach to drive excellence in service support within an organization.

Additionally, you will be responsible for fostering a culture of collaboration, continuous improvement, and customer focus within the shared services team. You will be interacting with the team who are present Onshore (branches). Exposure to Transition/onboarding of service, Onshore travel experience and Insurance certification is a definite plus.

How you’ll make an impact

Responsibilities:

• Act as the primary point of contact for the Region/Branch(es), providing comprehensive support.
• Responsible for end to end support of the policy lifecycle services.
• Participate in renewal review meetings alongside Producer/CSM.
• Service Expansion and Region/Branch Deployment Management.
• Deliver and manage all services/outputs rolled out.
• Take proactive measures to initiate pre and post-renewal activities promptly.
• Identify and onboard new opportunities.
• Handle onshore/offshore queries effectively, aiming to minimize re-work at service center.
• Work with branches on Adoption increase and Service Utilization.
• Foster and maintain a positive relationship with branch staff to enhance the overall customer experience.
• Monitor service performance metrics, analyze data to identify trends, and implement corrective actions as needed.
• Lead and mentor a team of 10-15 Service Support Managers (SSMs), providing guidance, support, and development opportunities.
• Ensure that all service delivery activities comply with relevant regulations, standards, and best practices.

About you

Qualifications

Education

• Minimum Required Degree: Bachelor's degree
• Preferred Degree: Bachelor's degree

Certifications / Special Training

• Property and Casualty Insurance Certifications

Experience

• 8-10 years of experience in an Insurance domain/BFSI
• Minimum of 3-5 years experience as a people manager/operations manager
• Transition/onboarding of service
• Onshore travel experience preferred
• Insurance certifications/designation

Knowledge, Skills and Ability

• Excellent Written and Oral communication skills
• Excellent Interpersonal skills
• Proactive, Ownership and Accountability
• Proven people and performance management skills
• Proven onsite and virtual transition experience
• Broad Insurance Knowledge - Excellent knowledge of Insurance lifecycle
• Good Logical thinking and decision making
• AINS or other similar Insurance domain designations
• Flexible to work in Night Shift (US Coverage) - 6pm IST to 6am IST

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)