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.
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.
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
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 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 Competencies
Strategic Thinking
People Management
Transformational Leadership
Process Focus
Client Management
Innovation Focus
Ability to learn & drive change
Impact & Influence
About you
Education - Post graduation in any discipline
Licenses/Certificates - Related industry certifications preferred
Work Experience
Minimum six years of experience in the ITES sector
Minimum 5 years of experience in a managerial role Job Description Internal Use Only Page 3 of 3
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
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)
Job description provided by Arthur J. Gallagher & Co..
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