Senior Manager - Operations Management

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

Benefits offered by this job

Competitive pay

Benefits package

Career development

People-first culture

Global reach with local impact

Job summary

Gallagher in India is seeking an experienced manager to lead one or more processes within the GSC, ensuring SLA delivery, staff development, and stakeholder alignment. The role focuses on process improvement, regulatory compliance, and effective people management in a dynamic ITES environment.

The ideal candidate brings extensive managerial experience, healthcare or UK insurance domain exposure, and onsite transition capability, with a commitment to certifications and continuous improvement.

Qualifications

• Six years of experience in ITES sector.
• 10–15 years in a managerial role (must have managed a span over 30).
• Graduate from a recognized university.
• Relevant healthcare experience.
• Prior work experience in UK Insurance domain.
• Onsite transition experience.

Responsibilities

• Drive and oversee process management and improvement initiatives.
• Conduct regular team meetings and manage escalations.
• Own and improve SLA delivery and client relationships.
• Oversee staff development, certifications, and recruitment liaison.
• Review regulatory requirements and ensure compliance.

Skills

Team management

Stakeholder management

Process improvement

SLA delivery

Education

Bachelor/Master 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

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.

How you'll make an impact

Responsibilities:

Process Management & Improvement

• 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 predefined timelines
• Liaise with recruitment team for recruiting new team members
• Identify & facilitate movements within the division forteam 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

About you

Qualifications:

Degree: Bachelor/ Master

Licenses/Certificates: Related industry certifications preferred

Work Experience:

• Minimum six years of experience in the ITES sector
• Minimum 10 to 15 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)