Manager - Service Support Management

Arthur J. Gallagher & Co. (AJG); Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development opportunities

Collaborative culture

Global reach

Job summary

Gallagher in India seeks an experienced ITES manager to lead one or more processes within the Gallagher Service Center, overseeing SLA delivery and stakeholder alignment. You will guide team leaders and associates to deliver high-quality outcomes.

The role focuses on productivity, process migration, and compliance, with responsibilities for reporting, capacity planning, and continuous improvement across global clients.

Qualifications

• 6+ years in ITES sector with leadership exposure.
• Minimum 5 years in a managerial role.
• Experience managing teams with 30+ span of control.
• Graduate from a recognized university; relevant healthcare exposure.
• Experience working with UK clients or markets is a plus.

Responsibilities

• Drive productivity enhancements and ensure SLA delivery.
• Own weekly/monthly management reports and highlight gaps.
• Oversee migration and stabilization of new processes.
• Ensure compliance with process and regulatory requirements.
• Review FTE requirements, shifts, and capacity planning.
• Lead process improvement initiatives and projects.
• Mentor team leaders and associates; drive staff certifications.
• Engage with recruitment for onboarding and mobility.

Skills

ITES experience

Managerial experience

Team size oversight

Graduate degree

Healthcare experience

UK market exposure

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

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

Responsibilities

• 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

People Management

• 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

Customer Service & SLA Delivery

• 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

Skills and Competenices

• Strategic Thinking
• People Management
• Transformational Leadership
• Process Focus
• Client Management
• Innovation Focus
• Ability to learn & drive change
• Impact & Influence

About you

Qualifications

• 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 In

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.

At times, we will consider transferable skills from previous roles.

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