Senior Analyst - Service Support Management

Introduction


Overview

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

• Managing customer support operations,
• Ensuring high-quality service delivery, and
• 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:

• Act as the primary point of contact for the branch, providing comprehensive support
• Responsible for end to end support of the policy lifecycle services
• Participate in renewal review meetings alongside Producer, CSM and sales team
• Support a team of 5-7 Client Service Managers at the branch
• Take Proactive measures to initiate pre and post-renewal activities promptly
• Monitor and follow up on triggered activities, ensuring their accuracy and timely completion
• Handle queries effectively, aiming to minimize re-work at service center
• Collaborates with branch to identify time consuming activities that can be offshored to service center
• Foster and maintain a positive relationship with branch staff to enhance the overall customer 
  experience

About you

Qualifications:

• Education: Bachelor's/Master's Degree
• Licenses/Certificates: Insurance certification will be the additional advantage
• Work Experience: 1. Graduate with 3-5 years of experience in an Insurance domain 
  2. Insurance certification – good to have 
  3. Transition/onboarding of service - good to have 
  4. SPOC - Single Point of Contact role for operations - good to have 
  5. Onshore travel experience – good to have 
  6. Valid U.S. Visa – good to have 

Desired Skills and Competencies:

• Excellent Written and Oral communication skills
• Interpersonal skills
• Proactive
• Ownership and Accountability
• Insurance domain knowledge
• Logical thinking and 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)