Manager - Benefits Support Management

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

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 premierservice 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.

Position Summary

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.

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.

How you'll make an impact

Process Management & Improvement

Drive & achieve productivity enhancements

Own weekly/monthly management reports & highlight relevant gaps &/or concerns

Oversee migration & stabilization of new processes

Periodically review process & regulatory requirements & ensure compliance

Review FTE requirements, shift plans & capacity planning

Initiate, Execute & Facilitate process improvement initiatives/projects

Integrate domain knowledge & business understanding to create superior solutions for the client

Must clear at least one certification a year

People Management

Conduct regular meetings with team leaders & resolve concerns

Conduct skip level meetings with team members & resolve escalations

Own rewards & recognition schemes for assigned processes/teams

Oversee L&D trainings for self & team leaders

Oversee staff domain certifications

Ensure completion of process certifications by all staff (Team leads & associate ) within pre defined timelines

Liaise with recruitment team for recruiting new team members

Identify & facilitate movements within the division for team leads

Customer Service & SLA Delivery

Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes

Manage client relationships and escalations

Strategic Initiatives

Explore opportunities to move processes to the GSC satellite office

Participate in special projects/organization wide initiatives

Skills and Competencies

Strategic Thinking

People Management

Transformational Leadership

Process Focus

Client Management

Innovation Focus

Ability to learn & drive change

Impact & Influence

About you

Education - Post graduation in any discipline

Licenses/Certificates - Related industry certifications preferred

Work Experience

Minimum six years of experience in the ITES sector

Minimum 5 years of experience in a managerial role Job Description Internal Use Only Page 3 of 3

Must have experience in managing a span over 30

Graduate from a recognized university & relevant

Relevant healthcare experience.

Prior work experience in UK Insurance domain

Onsite 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)