Arthur J. Gallagher & Co.

Global insurance brokerage, risk management, consulting

Deputy Manager - Service Support Management

Customer SuccessConfirmed live in the last 24 hours

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree is required.
Eight to ten years of experience in the insurance domain or banking, financial services, and insurance (BFSI) is required.
At least three to five years of experience as a people manager or operations manager is required.
Property and casualty insurance certifications or special training are required.
Experience with service transition or onboarding is required.
Strong written and oral communication skills are required.
Strong interpersonal skills are required.
Proactivity, ownership, and accountability are required.
Proven people and performance management skills are required.
Proven onsite and virtual transition experience is required.

Responsibilities

Act as the primary point of contact for the assigned region or branches, providing comprehensive support.
Own and monitor service-level performance, including productivity, quality, turnaround time, backlog management, customer concerns, and escalations; lead resolution efforts and implement corrective actions to prevent recurrence and drive continuous improvement.
Provide end-to-end support for policy lifecycle services.
Participate in renewal review meetings alongside the Producer, Client Service Manager, and Client Service Supervisor.
Lead service expansion, deployment, and adoption initiatives across assigned regions or branches, ensuring successful delivery and governance of transitioned services and outputs.
Initiate pre- and post-renewal activities promptly.
Identify and onboard new opportunities.
Handle onshore and offshore queries, minimizing rework and improving service efficiency.
Work with branches to increase adoption and utilization, and drive operational governance through branch reviews, service health monitoring, performance reporting, capacity and risk insights, and operational recommendations to branch leadership and governance forums.
Foster positive relationships with branch staff to enhance the customer experience.
Lead and mentor a team of 10–15 Service Support Managers, providing coaching, development, and performance-management support.
Ensure service delivery activities comply with relevant regulations, standards, and best practices.
Identify and drive continuous improvement, process standardization, deployment readiness, and knowledge-sharing initiatives; document and promote best practices, lessons learned, and service innovations to improve consistency and operational maturity.
Manage assigned branch portfolios and book-management responsibilities, conducting periodic quality audits to identify improvement opportunities and enhance service-delivery effectiveness.
Monitor team capacity, workload distribution, and resource utilization, reallocating resources as needed to meet operational and service-level objectives.
Collaborate across business, operations, and support functions to support seamless service delivery and organizational objectives.
Foster a culture of collaboration, continuous improvement, and customer focus within the shared services team.

Desired Qualifications

Onshore travel experience is preferred.
Insurance certifications or designations are preferred.

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 Supervisor (SSS) for GGB US Select vertical. As the SSM AM/DM for GGB US Select, you will be responsible for Client Service.

Service Support Supervisor plays a crucial role in –

Primary Contact for Client Service Supervisor(s)/Client Service Director(s) onshore
Managing customer support operations
Ensuring high-quality service delivery
Promoting customer satisfaction
Driving continuous improvement initiatives
Ensuring timely and accurate service delivery by all the SSMs
Expansion and Deployment Management
Monitoring and reporting service and success metrics

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 Region/Branch(es), providing comprehensive support
Own and monitor service-level performance, including productivity, quality, turnaround time (TAT), backlog management, customer concerns, and escalations; lead resolution efforts and implement corrective actions to prevent recurrence and drive continuous improvement.
Responsible for end to end support of the policy lifecycle services
Participate in renewal review meetings alongside Producer/CSM/CSS
Lead service expansion, deployment, and adoption initiatives across assigned regions/branches, ensuring successful delivery and governance of all transitioned services/outputs rolled out
Take Proactive measures to initiate pre and post-renewal activities promptly
Identify and Onboard new opportunities
Handle onshore/offshore queries effectively, minimizing rework and enhancing service efficiency
Work with branches to increase adoption and utilization while driving operational governance through branch reviews, service health monitoring, performance reporting, capacity and risk insights, and operational recommendations to branch leadership and governance forums
Foster and maintain a positive relationship with branch staff to enhance the overall customer experience
Lead and mentor a team of 10–15 Service Support Managers (SSMs), providing coaching, development, and performance management support
Ensure that all service delivery activities comply with relevant regulations, standards, and best practices
Identify and drive continuous improvement, process standardization, deployment readiness, and knowledge-sharing initiatives; capture, document, and promote best practices, lessons learned, and service innovations to enhance consistency and operational maturity.
Manage assigned branch portfolios and book management responsibilities, conducting periodic quality audits to identify improvement opportunities and enhance service delivery effectiveness
Monitor team capacity, workload distribution, and resource utilization, reallocating resources as necessary to meet operational and service-level objectives.
Collaborate effectively across business, operations, and support functions to drive seamless service delivery and achieve organizational objectives.

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.

About you

Qualifications:

Minimum Required Degre: Bachelor’s degree
Certificate(s)/Special Training: Property and Casualty Insurance Certifications
8-10 years of experience in an Insurance domain/BFSI
Minimum of 3-5 years experience as an people manager/operations manager
Transition/onboarding of service
Onshore travel experience preferred
Insurance certifications/designation
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

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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