Arthur J. Gallagher & Co.

Global insurance brokerage, risk management, consulting

Manager – Service Support Management

Business OperationsUpdated on Nov 11

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree is required.
A minimum of 15 years of overall experience in the Insurance/BFSI industry is required, including 8–10 years of Property and Casualty insurance experience.
A minimum of 5–8 years of experience as a people manager or operations manager is required.
Proven experience in service transition or onboarding is required.
Exposure to operational management, including service delivery, governance, performance management, and stakeholder engagement, is required.
Strong written and oral communication skills are required.
Strong interpersonal skills are required.
Proven people and performance management skills are required.
Proven onsite and virtual transition experience is required.
Broad insurance knowledge, including excellent knowledge of the insurance lifecycle, is required.
Good logical thinking and decision-making skills are required.
Flexibility to work the US coverage night shift, 6 p.m. to 6 a.m. India Standard Time, is required.

Responsibilities

Act as the primary point of contact for Client Service Directors, providing strategic operational support and fostering strong stakeholder relationships.
Provide strategic oversight for high-value accounts and portfolios within assigned regions and niches, ensuring excellence in service delivery, stakeholder management, service utilization, and adherence to service-level agreements and quality standards.
Monitor and analyze regional performance metrics, utilization trends, productivity, quality, and customer outcomes; implement corrective actions and improvement plans as required.
Lead service expansion, deployment, and adoption initiatives across assigned regions and branches, ensuring successful transition, governance, and realization of business benefits.
Conduct regular business and service reviews with regional stakeholders and leadership teams to assess performance, gather feedback, and identify growth opportunities.
Drive operational excellence through process standardization, continuous improvement, automation opportunities, and implementation of best practices that enhance efficiency, scalability, and customer experience.
Establish and maintain governance frameworks, including service-level agreement management, escalation protocols, risk controls, audit oversight, and compliance standards, to ensure consistent service delivery.
Lead workforce planning, capacity management, resource optimization, and workload balancing initiatives to align service delivery capability with business demand and growth objectives.
Develop, mentor, and lead a team of 4–5 Service Support Supervisors with an overall span of 50–60 employees, fostering a high-performance culture through employee engagement, recognition, retention, wellbeing, inclusion, accountability, and leadership development.
Drive succession planning, leadership development, and organizational capability-building initiatives to develop future leaders and technical experts.
Lead resolution of complex client, operational, and service delivery escalations; conduct root cause analysis and implement sustainable corrective and preventive actions.
Collaborate with business leaders and cross-functional teams to identify and resolve service challenges, support strategic initiatives, and enable transformation.
Provide operational performance updates, utilization insights, risk assessments, and strategic recommendations through established governance forums and leadership reviews.
Ensure all service delivery activities comply with regulatory requirements, organizational policies, governance standards, and industry best practices.
Partner with Client Service Leaders, Client Service Directors, Branch Leadership, and enterprise stakeholders to influence business strategy, identify emerging opportunities, and align service delivery capabilities with evolving business needs.
Partner with business leaders to drive business performance and targeted outcomes across the assigned region, including retention, account growth, line-of-business addition, cross-selling and upselling, capacity optimization, customer satisfaction, and net promoter score.
Establish mechanisms to capture, share, and scale best practices, service innovations, and lessons learned across regions, niches, and divisions to drive consistent performance and operational maturity.
Conduct periodic audits and book reviews across the assigned region to assess service quality, compliance, adherence to operating standards, and portfolio health; drive corrective actions, share findings with stakeholders, and monitor closure of identified gaps.

Desired Qualifications

Onshore travel experience is preferred.
Insurance certifications or designations are preferred, including Property and Casualty insurance certifications or an AINS or similar insurance-domain designation.

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 Center of Excellence is seeking to hire a Service Support Director(SSD)for GGB US Selectvertical. As the Service Support Directorfor GGB US Select, you will be responsible forClient Service.

Service Support Supervisor plays a crucial role in –

Operational responsibility for multiple Regions/Niches/Zones

Primary Contact for Client Service Director(s)

Expansion and Deployment Management

People Management

Promoting customer satisfaction
Driving continuous improvement initiatives

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

Additionally, you will be responsible for fostering a culture of collaboration, continuous improvement, and customer focus within the shared services team. You will be interacting with the team who are present Onshore (branches). Exposure to Transition/onboarding of service, Onshore travel experience and Insurance certification is a definite plus.

How you'll make an impact

Responsibilities:

Stakeholder Partnership: Act as the primary point of contact for Client Service Directors, providing strategic operational support and fostering strong stakeholder relationships.

Portfolio Oversight: Provide strategic oversight for high-value accounts and portfolios within assigned Regions/Niches, ensuring excellence in service delivery, stakeholder management, service utilization, and adherence to SLAs and quality standards.

Performance Management: Monitor and analyze regional performance metrics, utilization trends, productivity, quality, and customer outcomes; implement corrective actions and improvement plans as required.

Service Expansion & Growth: Lead service expansion, deployment, and adoption initiatives across assigned regions and branches, ensuring successful transition, governance, and realization of business benefits.

Business Reviews & Engagement: Conduct regular business and service reviews with regional stakeholders and leadership teams to assess performance, gather feedback, and identify growth opportunities.

Operational Excellence: Drive operational excellence through process standardization, continuous improvement, automation opportunities, and implementation of best practices that enhance efficiency, scalability, and customer experience.

Governance & Risk Management: Establish and maintain governance frameworks, including SLA management, escalation protocols, risk controls, audit oversight, and compliance standards to ensure consistent service delivery.

Workforce & Capacity Planning: Lead workforce planning, capacity management, resource optimization, and workload balancing initiatives to align service delivery capability with business demand and growth objectives.

Talent Development: Develop, mentor, and lead a team of 4–5 Service Support Supervisors with an overall span of 50–60 employees, fostering a high-performance culture through employee engagement, recognition, retention, wellbeing, inclusion, accountability, and leadership development.

Succession & Capability Building: Drive succession planning, leadership development, and organizational capability-building initiatives to develop future leaders and technical experts.

Escalation & Issue Resolution: Lead the resolution of complex client, operational, and service delivery escalations, conducting root cause analysis and implementing sustainable corrective and preventive actions.

Strategic Collaboration: Collaborate with business leaders and cross-functional teams to identify and resolve service challenges, support strategic initiatives, and enable transformation.

Business Insights & Reporting: Provide operational performance updates, utilization insights, risk assessments, and strategic recommendations through established governance forums and leadership reviews.

Compliance & Controls: Ensure all service delivery activities comply with regulatory requirements, organizational policies, governance standards, and industry best practices.

Strategic Business Partnership: Partner with Client Service Leaders, Client Service Directors, Branch Leadership, and enterprise stakeholders to influence business strategy, identify emerging opportunities, and align service delivery capabilities with evolving business needs.

Success indicator Management: Partner with business leaders to drive business performance and targeted outcomes across the assigned region, including retention, account growth, LOB addition, cross-selling/upselling, capacity optimization, customer satisfaction (C-SAT), and NPS.

Knowledge Management: Establish mechanisms to capture, share, and scale best practices, service innovations, and lessons learned across regions, niches, and divisions to drive consistent performance and operational maturity.

Audit & Book Review Oversight: Conduct periodic audits and book reviews across the assigned region to assess service quality, compliance, adherence to operating standards, and portfolio health; drive corrective actions, share findings with stakeholders, and monitor closure of identified gaps.

About you

Qualifications:

Minimum Required Degree: Bachelor’s degree
Preferred Degree: Bachelor’s degree
Certificate(s)/Special Training: Property and Casualty Insurance Certifications

Experience:

15+ years of overall experience in the Insurance/BFSI industry, with 8–10 years of Property & Casualty (P&C) insurance experience

Minimum of 5-8years of experience as people manager/operations manager

Proven experience in service transition or onboarding

Onshore travel experience preferred

Exposure to operational management, including service delivery, governance, performance management, and stakeholder engagement

Insurance certifications/designation preferred

Knowledge, Skills And Ability:

Excellent Written and Oral communication skills

Excellent Interpersonal skills

Proactive, Ownership and Accountability

Proven people and performance management skills

Proven onsite and virtual transition experience

Broad Insurance Knowledge - Excellent knowledge of Insurance lifecycle

Good Logical thinking and decision making

AINS or other similar Insurance domain designations

Flexible to work in Night Shift (US Coverage) – 6pm IST to 6am IST

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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