Manager - Benefits Support Management

Gallagher; Mumbai; On-site; INR 1,500,000 - 3,000,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development opportunities

Collaborative culture

Global reach

Job summary

Gallagher India Service Center seeks an experienced transformation-driven leader to manage multi-process teams, drive productivity and ensure SLA adherence. You will oversee migration and compliance while guiding team leaders and associates toward excellence.

Ideal candidates bring 6+ years in ITES, 5+ years in a managerial role, and exposure to UK insurance or healthcare domains. Onsite transition experience is a plus, with opportunities to advance within a global organization.

Qualifications

• Strategic thinking with ability to drive change across processes.
• Proven people management and transformational leadership in ITES.
• Experience in healthcare or UK insurance domains is valued.

Responsibilities

• Oversee GSC processes, ensure SLA delivery and stakeholder management.
• Lead productivity improvements and manage management reports.
• Drive process migrations and regulatory compliance.
• Plan staff capacity, shifts, and training needs.
• Conduct regular meetings with team leaders and staff
• Develop and implement rewards, recognition, and learning initiatives.
• Coordinate recruitment and internal mobility for teams.

Skills

Strategic Thinking

People Management

Transformational Leadership

Process Focus

Client Management

Innovation Focus

Ability to learn & drive change

Impact & Influence

Minimum six years ITES experience

Managerial experience over 30 people

Graduation from recognized university

Healthcare domain experience

UK Insurance domain experience

Onsite transition experience

Education

Graduate from a recognized university

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 Service Center 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 Service Center (GSC) supports various divisions of Gallagher, providing premier service to our customers around the globe. The GSC has grown into a team of more than 10,000 employees across four locations Kolhapur, Shimoga, Mumbai,Bengaluru and Pune, providing reliable, fast and high-quality support to field staff. Working at the GSC 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

• To serve as a member of the management of GSC & own responsibility & accountability of one or more assigned processes – oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage team leaders & associates.
• Drive & achieve productivity enhancements
• Own weekly/monthly management reports & highlight relevant gaps &/or concerns
• Oversee migration & stabilization of new processes
• Periodically review process & regulatory requirements & ensure compliance
• Review FTE requirements, shift plans & capacity planning
• Initiate, Execute & Facilitate process improvement initiatives/projects
• Integrate domain knowledge & business understanding to create superior solutions for the client
• Must clear at least one certification a year
• Conduct regular meetings with team leaders & resolve concerns
• Conduct skip level meetings with team members & resolve escalations
• Own rewards & recognition schemes for assigned processes/teams
• Oversee L&D trainings for self & team leaders
• Oversee staff domain certifications
• Ensure completion of process certifications by all staff (Team leads & associate ) within pre defined timelines
• Liaise with recruitment team for recruiting new team members
• Identify & facilitate movements within the division for team leads
• Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes
• Manage client relationships and escalations
• Strategic Initiatives
• Explore opportunities to move processes to the GSC satellite office
• Participate in special projects/organization wide initiatives

About you

Qualifications

• Strategic Thinking
• People Management
• Transformational Leadership
• Process Focus
• Client Management
• Innovation Focus
• Ability to learn & drive change
• Impact & Influence
• Minimum six years of experience in the ITES sector
• Minimum 5 years of experience in a managerial role (Must have experience in managing a span over 30)
• Graduate from a recognized university & relevant
• Relevant healthcare experience.
• Prior work experience in UK Insurance domain
• Onsite transition experience

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)