Manager - Operations Management

Arthur J. Gallagher & Co. (AJG); Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Gallagher Manila is seeking an Assistant Manager/Deputy Manager to oversee Workers' Compensation Claims operations. You will lead a team of Analysts, allocate work, monitor SLAs, and drive performance through dashboards and scorecards.

You'll coach staff, address performance issues, and collaborate with branch leaders and client services. A solid grounding in insurance regulations and claims handling will help you map workflows, develop SOPs, and ensure strict regulatory compliance across the

Qualifications

• Bachelor’s degree required; preferred in insurance
• Insurance certifications (AIC, AINS, Cert CII) or equivalent
• Minimum 3–5 years in leading a P&C claims team

Responsibilities

• Supervise a team of Analysts/Senior Analysts.
• Actively manage workloads, assigned workloads, query resolution and delivery of SLAs.
• Report KPIs using dashboards and scorecards to evaluate performance and trends.
• Review work, identify coaching opportunities and act on them.
• Identify performance issues and address them with staff and management.
• Communicate with stakeholders professionally, collaborating with all departments.
• Map workflows, create SOPs and ensure compliance with essential process documents.

Skills

Team leadership

Work allocation

Dashboard reporting

Coaching

Stakeholder communication

Time management

Education

Bachelor's degree

Job description

Introduction

Welcome to Gallagher in Manila, a dynamic hub where expertise, collaboration, and purpose come together to support our global operations. Our teams support colleagues and clients around the world across insurance, risk management, technology, finance, and shared operations. We do this by staying true to who we are: curious, grounded in integrity, and guided every day by The Gallagher Way.

More than an operations center, here you will find a community that helps you grow with leaders who back your development, opportunities to learn, and work that genuinely makes a difference. If you enjoy solving problems, working with others, and contributing to something bigger, Gallagher Manila offers a career where your strengths can thrive and your impact is felt far beyond our walls.

Overview

Overview:

Gallagher Center of Excellence is seeking to hire an Assistant Manager/Deputy Manager, a pivotal role requiring a minimum of a bachelor's degree and substantial experience in the insurance field. Your role will involve overseeing the setup and management of Workers Compensation Claims, ensuring accuracy and compliance with industry standards.

You will be responsible for leading and nurturing a culture of collaboration, continuous improvement, and customer focus within the shared services team. You will be interacting with the team who are present in US.

A deep understanding of insurance regulations and laws, claims handling procedures, and risk management principles is essential to drive operational excellence and strategic initiatives.

How you'll make an impact

Responsibilities:

1. Supervise a team of Analysts/Senior Analysts.
2. Actively manage work allocation, assigned workloads, query resolution and delivery of key SLAs for the team.
3. Report key performance metrics using dashboards & scorecard to evaluate performance and trends and drive process improvements.
4. Review work of others, identify coaching opportunities and act on needed coaching opportunities.
5. Identify performance and behavioral issues and work with staff and management to address and correct them.
6. Communicate with stakeholders in a professional, positive and proactive manner. Work collaboratively with all external and internal departments.
7. Assist with any new transitions, able to map workflows and create Standard Operating Procedures. Ensure compliance to all process essential documents.

About you

Qualifications:

Minimum Required Degree: Bachelor

Preferred Degree: Bachelor’s degree in insurance or related field

Certificate(s)/Special Training:

• Insurance industry certifications – AIC, AINS, Cert CII or any other relevant Insurance certification

Knowledge, Claims Handling Ability:

• Investigate and analyze claims documentation
• Determine coverage and liability
• Communicate effectively with branch leaders and client service managers
• Apply industry-standard claims handling procedures.

Skills:

• Claims investigation and analysis
• Effective communication and interpersonal skills
• Time management and organization
• Customer service and relationship-building
• Collaboration and teamwork

Experience ( Career Level Guide):

• Minimum 3 to 5 years’ experience in leading a team of direct reports working in P&C Claims
• Proven track record of successful claim handling and customer satisfaction.
• Knowledge of insurance regulations, policies, and procedures.