Arthur J. Gallagher & Co.

Global insurance brokerage, risk management, consulting

Senior Analyst - Service Support Management

Insurance Sales & AgencyConfirmed live in the last 24 hours

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

A bachelor's or master's degree is required.
A graduate with 3–5 years of experience in the insurance domain is required.
Strong written and oral communication skills are required.
Knowledge of the insurance domain is required.
Analytical thinking and decision-making skills are required.

Responsibilities

Manage assigned books of business, ensuring portfolio quality, timely renewals, service-level agreement adherence, effective handling of clarifications, exceptions, and handoffs, minimizing rework, and driving first-time-right outcomes.
Act as the primary point of contact for assigned Client Service Managers and branches, providing timely operational support, managing stakeholder expectations, and fostering working relationships; support 5–7 Client Service Managers at the branch.
Support the complete policy lifecycle by initiating pre- and post-renewal activities, monitoring triggered tasks, and ensuring accurate and timely completion of servicing activities.
Participate in renewal reviews and client servicing discussions, ensuring policies are renewed within agreed timelines while maintaining service quality and customer satisfaction.
Maintain knowledge of insurance products, client portfolios, industry trends, and market conditions, and apply product and risk expertise to support recommendations and service delivery.
Manage branch queries, feedback, and escalations, ensuring acknowledgements and resolutions are delivered within agreed service timelines.
Adhere to standard operating procedures, process flows, regulatory requirements, and business controls while maintaining documentation, compliance records, and audit readiness.
Identify process inefficiencies and operational challenges, implement preventive actions, and contribute to continuous improvement initiatives that enhance service effectiveness and customer experience.
Maintain and update process documentation, job aids, standard operating procedures, clarification logs, and best-practice repositories, and share knowledge across teams.
Collaborate with branches, producers, Client Service Managers, and legacy partners to ensure seamless service delivery and manage dependencies.
Provide stakeholders and leadership with proactive communication about service status, delays, revised timelines, and operational risks.
Complete required learning programs, certifications, and capability-building initiatives, and participate in workshops, team discussions, and knowledge-sharing forums.
Support key accounts through personalized service, attention to detail, and increased participation in interactions with clients, insurers, and branch stakeholders.
Maintain operational logs and track service metrics, clarifications, referrals, and service-level agreement performance, providing insights to improve service quality, reduce repeat clarifications, and strengthen operational effectiveness.

Desired Qualifications

An insurance certification is an advantage.
Experience in transition or service onboarding is desirable.
Experience serving as the single point of contact for operations is desirable.
Onshore travel experience is desirable.
A valid U.S. visa is desirable.
Stakeholder management and relationship-building skills are desirable.
Proactive problem-solving skills are desirable.
Ownership and accountability are desirable.

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

Senior Analyst - Service Support Management plays a crucial role in:

Managing customer support operations
Ensuring high-quality service delivery
Promoting customer satisfaction

They combine technical expertise, leadership skills, and a customer-centric approach to
drive excellence in service support within an organization.

How you'll make an impact

Responsibilities:

Manage assigned books of business, ensuring portfolio quality, timely renewals, SLA adherence, effective handling of clarifications, exceptions, and handoffs, while minimizing rework and driving first-time-right outcomes.
Act as the primary point of contact for assigned CSMs/branches, providing timely operational support, managing stakeholder expectations, and fostering strong working relationships. Support a team of 5–7 Client Service Managers at the branch.
Support the complete policy lifecycle, proactively initiating pre- and post-renewal activities, monitoring triggered tasks, and ensuring accurate and timely completion of all servicing activities.
Participate in renewal reviews and client servicing discussions, ensuring policies are renewed within agreed timelines while maintaining service quality and customer satisfaction.
Maintain comprehensive knowledge of insurance products, client portfolios, industry trends, and market conditions, applying product and risk expertise to support informed recommendations and service delivery excellence.
Manage branch queries, feedback, and escalations effectively, ensuring acknowledgements and resolutions are delivered within agreed service timelines.
Ensure adherence to SOPs, process flows, regulatory requirements, and business controls, while maintaining accurate documentation, compliance records, and audit readiness.
Identify process inefficiencies, evaluate operational challenges, implement preventive actions, and contribute to continuous improvement initiatives that enhance service effectiveness and customer experience.
Maintain and update process documentation, job aids, SOPs, clarification logs, and best-practice repositories, ensuring knowledge is effectively shared across teams.
Collaborate with branch, producers, Client Service Managers, and legacy partners to ensure seamless service delivery and effective management of dependencies.
Provide proactive communication regarding service status, delays, revised timelines, and operational risks to stakeholders and leadership
Complete required learning programs, certifications, and capability-building initiatives while actively participating in workshops, team discussions, and knowledge-sharing forums.
Support key accounts through personalized service, attention to detail, and increasing participation in interactions with clients, insurers, and branch stakeholders.
Maintain accurate operational logs, track service metrics, clarifications, referrals, and SLA performance, providing actionable insights that improve service quality, reduce repeat clarifications, and strengthen operational effectiveness.

About you

Qualifications:

Education: Bachelor / Master
Licenses/Certificates: Insurance Certification will be an additional advantage

Work Experience:

Graduate with 3-5 years of experience in an Insurance domain
Insurance certification - good to have
Transition/onboarding of service - good to have
SPOC (Single Point of Contact) role for operations - good to have
Onshore travel experience - good to have
Valid U.S. Visa - good to have

Desired Skills and Competencies:

Excellent Written and Oral communication skills
Stakeholder Management & Relationship Building
Proactive Problem Solving
Ownership and Accountability
Insurance domain knowledge
Analytical Thinking & Decision Making

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)

About the Company

Arthur J. Gallagher & Co.

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.

Company size: 10,001+
Company stage: IPO
Headquarters: Itasca, IL
Founded: 1927

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