Manager – Service Support Management
Arthur J. Gallagher & Co.
Manager – Service Support Management
Arthur J. Gallagher & Co.
Global insurance brokerage, risk management, consulting
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.
Responsibilities
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
1) Drive & achieve productivity enhancements
2) Own weekly/monthly management reports & highlight relevant gaps &/or concerns
3) Oversee migration & stabilization of new processes
4) Periodically review process & regulatory requirements & ensure compliance
5) Review FTE requirements, shift plans & capacity planning
6) Initiate, Execute & Facilitate process improvement initiatives/projects
7) Integrate domain knowledge & business understanding to create superior solutions for the client
8) Must clear at least one certification a year
People Management
1) Conduct regular meetings with team leaders & resolve concerns
2) Conduct skip level meetings with team members & resolve escalations
3) Own rewards & recognition schemes for assigned processes/teams
4) Oversee L&D trainings for self & team leaders
5) Oversee staff domain certifications
6) Ensure completion of process certifications by all staff (Team leads & associate ) within pre defined timelines
7) Liaise with recruitment team for recruiting new team members
8) Identify & facilitate movements within the division for team leads
Customer Service & SLA Delivery
1) Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes
2) Manage client relationships and escalations
3) Strategic Initiatives
4) Explore opportunities to move processes to the GSC satellite office
5) Participate in special projects/organization wide initiatives
Skills and Competenices
1) Strategic Thinking
2) People Management
3) Transformational Leadership
4) Process Focus
5) Client Management
6) Innovation Focus
7) Ability to learn & drive change
8) Impact & Influence
Qualifications
1) Minimum six years of experience in the ITES sector
2) Minimum 5 years of experience in a managerial role
3) (Must have experience in managing a span over 30)
4) Graduate from a recognized university & relevant
5) Relevant healthcare experience.
6) Prior work experience in UK In
At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.
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)
Global insurance brokerage, risk management, consulting
Arthur J. Gallagher & Co. is a global insurance brokerage and risk management firm. It helps businesses, public entities, and individuals manage risk and obtain insurance through three segments: brokerage, risk management, and corporate. The brokerage unit offers a full range of retail and wholesale insurance brokerage and consulting services to match clients with coverage. The risk management unit handles contract claim settlements, claim administration, loss control consulting, and risk management information services to reduce exposures. The corporate unit oversees the company’s clean energy and other investments. The firm differentiates itself by providing end-to-end risk solutions across insurance placement, claims handling, risk counseling, and investment activities, rather than focusing on a single service. Its goal is to help clients manage risk effectively, protect assets, and pursue value through diverse investments, including clean energy.
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