Deputy Manager - Operations Management

Arthur J. Gallagher & Co. (AJG); Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

People-first culture with accessible领导

Job summary

Gallagher Center of Excellence in India seeks a Service Support Manager for the GGB US Mid Market vertical. You will oversee client service operations, ensuring top-tier support and a focus on renewal activities, while guiding a team of Client Service Managers across branches with a strong emphasis on collaboration and process improvements.

The role requires 5 years in insurance, excellent communication, and willingness to work night shifts (US coverage).

Qualifications

• 5 years of experience in an Insurance domain/BFSI.

Responsibilities

• Manage customer support operations.
• Ensure high-quality service delivery and customer satisfaction.
• Act as primary point of contact for branches and provide end-to-end policy lifecycle support.
• Lead a team of Client Service Managers at the branch (5-7) and guide onboarding/transition activities.
• Coordinate renewal reviews with Producers, CSMs and sales teams.
• Collaborate with branches to offshore time-consuming activities to service centers.

Skills

Insurance domain

Transition onboarding

Night shift flexibility

Written communication

Interpersonal skills

Ownership accountability

Onshore travel

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

As a global insurance brokerage, Gallagher seeks to provide the best service to its customers.

The Gallagher Center of Excellence is a crucial component of our ability to provide industry-leading quality and customer service, helping our global teams serve our end customers better, meet regulatory requirements and improve speed to market. The Gallagher Center of Excellence (GCoE) supports various divisions of Gallagher, providing premier service to our customers around the globe. The GCOE has grown into a team of approximately 12,000 employees across seven locations Kolhapur, Mumbai, Cochin, Chandigarh, Shimoga, Bengaluru and Pune, providing reliable, fast and high-quality support to field staff.

Working at GCoE gives you the opportunity to join a growing global organization. We offer our employees an unmatched professional environment to use their skills, improve their knowledge and deliver tangible results.

At Gallagher, we want to empower you to make a difference, take control and make an impact.

Gallagher believes that all persons are entitled to equality in our employment opportunities.

How you'll make an impact

Responsibilities

Gallagher Center of Excellence is seeking to hire a Service Support Manager for GGB US Mid Market vertical. As the Service Support Manager for GGB US Mid Market vertical, you will be responsible for Client Service. Service Support Manager plays a crucial role in –

• Managing customer support operations,
• Ensuring high-quality service delivery, and
• Promoting customer satisfaction
• 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.
• Act as the primary point of contact for the branch, providing comprehensive support
• Responsible for end to end support of the policy lifecycle services
• Participate in renewal review meetings alongside Producer, CSM and sales team
• Support a team of 5-7 Client Service Managers at the branch
• Take Proactive measures to initiate pre and post-renewal activities promptly
• Monitor and follow up on triggered activities, ensuring their accuracy and timely completion
• Handle queries effectively, aiming to minimize re-work at service center
• Collaborates with branch to identify time consuming activities that can be offshored to service center
• Foster and maintain a positive relationship with branch staff to enhance the overall customer experience

About you

Qualifications

• 5 years of experience in an Insurance domain/BFSI
• Transition/onboarding of service
• Onsore travel experience (good to have)
• Excellent Written and Oral communication skills
• Very good Interpersonal skills
• Proactive
• Ownership and Accountability
• Logical thinking and decision making
• Flexible to work in Night Shift (US Coverage) – 8pm IST to 5am 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)