Manager - Service Support Management

Arthur J. Gallagher & Co. (AJG); Bengaluru; On-site; INR 3,000,000 - 6,000,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Job summary

Gallagher Center of Excellence in India seeks a Service Support Director for GGB US Select. Lead regional operations, governance, and client service with a focus on growth and service excellence across multiple regions and branches.

You will manage a team, drive continuous improvement, and partner with senior leaders to deliver strategic client outcomes while ensuring regulatory compliance and high customer satisfaction.

Qualifications

• Bachelor's degree required in a relevant field.
• 15+ years of experience in Insurance/BFSI with P&C exposure.
• 5-8 years of experience as a people manager/operations manager.
• Experience in service transition or onboarding and onshore travel preferred.

Responsibilities

• Act as the primary contact for Client Service Directors, providing strategic operational support.
• Provide strategic oversight for high-value accounts and portfolios across regions.
• Monitor regional performance metrics, identify improvement actions, and drive governance.
• Lead service expansion, deployment, and adoption initiatives across regions and branches.
• Conduct regular business and service reviews with regional leadership to identify growth opportunities.
• Drive operational excellence through standardized processes, automation, and best practices.
• Establish governance frameworks, SLA management, risk controls, and compliance standards.
• Lead workforce planning and capacity management to align delivery with demand.
• Mentor and lead a team of 4-5 Supervisors overseeing 50-60 staff.
• Drive succession planning and capability-building for future leaders.
• Resolve complex client and service escalations with root-cause analysis.

Skills

People Management

Stakeholder Management

Strategic Collaboration

Operational Excellence

Portfolio Oversight

Communication Skills

Education

Bachelor's degree

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 Service Support Director (SS D) for GGB US Select vertical. As the Service Support Director for GGB US Select, you will be responsible for Client Service.

Service Support Supervisor plays a crucial role in -

• Operational responsibility for multiple Regions/Niches/Zones


• Primary Contact for Client Service Director(s)


• Expansion and Deployment Management


• People Management


• Promoting customer satisfaction


• Driving continuous improvement initiatives


• 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

• StakeholderPartnership:Act as the primary point of contact for Client ServiceDirectors, providing strategic operational support and fostering strong stakeholder relationships.


• PortfolioOversight:Provide strategic oversight for high-value accounts and portfolios within assigned Regions/Niches, ensuring excellence in service delivery, stakeholder management, service utilization, and adherence to SLAs and quality standards.


• PerformanceManagement: Monitor and analyze regional performance metrics, utilization trends, productivity, quality, and customer outcomes; implement corrective actions and improvement plans as required.


• ServiceExpansion &Growth:Lead service expansion, deployment, and adoption initiatives across assigned regions and branches, ensuring successful transition, governance, and realization of business benefits.


• Business Reviews &Engagement: Conductregular business and service reviews with regional stakeholders and leadership teams to assess performance, gather feedback, and identify growth opportunities.


• OperationalExcellence: Driveoperational excellence through process standardization, continuous improvement, automation opportunities, and implementation of best practices that enhance efficiency, scalability, and customer experience.


• Governance & RiskManagement: Establish and maintain governance frameworks, including SLA management, escalation protocols, risk controls, audit oversight, and compliance standards to ensure consistent service delivery.


• Workforce & CapacityPlanning: Leadworkforce planning, capacity management, resource optimization, and workload balancing initiatives to align service delivery capability with business demand and growth objectives.


• Talent Development: Develop, mentor, and lead a team of 4-5 Service Support Supervisors with an overall span of 50-60 employees, fostering a high-performance culture through employee engagement, recognition, retention, wellbeing, inclusion, accountability, and leadership development.


• Succession & Capability Building: Drive succession planning, leadership development, and organizational capability-building initiatives to develop future leaders and technical experts.


• Escalation & Issue Resolution: Lead the resolution of complex client, operational, and service delivery escalations,conductingroot cause analysis andimplementingsustainable corrective and preventive actions.


• Strategic Collaboration: Collaborate with business leaders and cross-functionalteamsto identify and resolve service challenges, support strategic initiatives, and enabletransformation.


• Business Insights & Reporting: Provide operational performance updates, utilization insights, risk assessments, and strategic recommendations through established governance forums and leadership reviews.


• Compliance & Controls: Ensure all service delivery activities comply with regulatory requirements, organizational policies, governance standards, and industry best practices.


• Strategic Business Partnership: Partner with Client Service Leaders, Client Service Directors, Branch Leadership, and enterprise stakeholders to influence business strategy, identify emerging opportunities, and align service delivery capabilities with evolving business needs.


• Success indicator Management: Partner with business leaders to drive business performance and targeted outcomes across the assigned region, including retention, account growth,LOB addition,cross-selling/upselling, capacity optimization, customer satisfaction (C-SAT), and NPS.


• Knowledge Management: Establish mechanisms to capture, share, and scale best practices, service innovations, and lessons learned across regions, niches, and divisions to drive consistent performance and operational maturity.


• Audit & Book Review Oversight: Conduct periodic audits and book reviews across the assigned region to assess service quality, compliance, adherence to operating standards, and portfolio health; drive corrective actions, share findings with stakeholders, and monitor closure of identified gaps.

About you

Qualifications

• Minimum Required Degree: Bachelor's degree


• Preferred Degree: Bachelor's degree


• Certificate(s)/Special Training: Property and Casualty Insurance Certifications

Experience

• 15+ years of overall experience in the Insurance/BFSI industry, with 8-10 years of Property & Casualty (P&C) insurance experience


• Minimum of 5-8 years of experience as people manager/operations manager


• Proven experience in service transition or onboarding


• Onshore travel experience preferred


• Exposure to operational management, including service delivery, governance, performance management, and stakeholder engagement


• Insurance certifications/designation p referred

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) - 6 pm IST to 6 am 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)