Deputy Manager - Operations Management

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 Service Center LLP is seeking a Team Manager – Non Voice to join the Non Voice Service Team. This role will report to the Process Manager and will play a key part in driving service delivery, team performance, and process improvement. The ideal candidate should have strong people management skills, prior non-voice international BPO/KPO experience, and a proven ability to lead a team effectively while maintaining high service standards.

How you'll make an impact

Responsibilities

• Lead and support the Non Voice Service Team at Gallagher Service Center LLP
• Report directly to the Process Manager
• Understand operational requirements and service expectations
• Research best practices and support the design and implementation of new processes and tools
• Build and maintain a team culture focused on exceptional customer service
• Motivate team members, ensure accountability, and drive results
• Monitor the performance and effectiveness of a team of Process Associates
• Prepare and share MIS reports as required
• Interact with customers and manage their queries professionally
• Provide day-to-day coordination of team activities
• Attend to and respond to written/electronic correspondence in a timely manner

About you

Graduate / Post Graduate, preferably in Commerce

Good academic record with 50% or above

Excellent verbal and written communication skills

Strong analytical skills

Minimum 4 years of post-qualification experience in the BPO/KPO industry

Must have international non-voice background only

Should have handled 15–20 FTEs

Candidate should have been in an Assistant Manager / Team Leader role on paper for at least 2 years

Must have at least 1 year of on-paper Team Leader experience

Candidate should be currently designated as a Team Leader

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)