Senior Analyst - Service 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

The Sr. Process Analyst plays a critical role in managing customer support operations, ensuring high quality service delivery, and promoting customer satisfaction. This role combines P&C Domain expertise, leadership skills, and a customer centric approach to drive excellence in service support within the organization. This role is pivotal in ensuring seamless collaboration between the branch, service center, and carriers, while supporting a team of onshore Client Service Managers to deliver exceptional service and operational efficiency.

How you'll make an impact

Primary Responsibilities

Onshore Branch Support

Serve as the primary point of contact for the onshore team, delivering comprehensive support on end-to-end P&C lifecycle services.

Renewal Management

Participate in policy renewal review meetings alongside sales agent, onshore Client Service Managers, and the sales team.

Take proactive measures to initiate pre and post policy renewal activities promptly, coordinating with other service centers to ensure timely and accurate execution.

Leadership and Training

Provide guidance and support for a team of 5 to 7 Client Service Managers at the branch.

Train and assist new onshore Client Service Managers & team members on systems, tools, and services.

Operational Support

Handle and process activities that are unique in nature and not supported by the service center.

Monitor and follow up on service requests, ensuring their accuracy and timely completion.

Communicate with Carrier’s for Policies & endorsements, ensuring timely resolution and delivery.

Documentation and Systems Management

Ensure all communications and documentation are filed in Gallagher's document management systems.

Review and ensure policy information is up to date in the agency management systems.

Query Resolution

Handle queries effectively to minimize rework at the service centers.

Operational Efficiency

Collaborate with the onshore branch to identify time consuming activities that can be moved to the service centers, optimizing operational efficiency.

Customer Experience

Foster and maintain a positive relationship with onshore branch staff to enhance the overall customer experience.

Ensure all service aspects of the P&C policy lifecycle are completed within TAT to create a positive customer experience.

Skills and Competencies

Communication Skills

Excellent written and oral communication skills to effectively interact with internal and external stakeholders.

Interpersonal Skills

Strong ability to build and maintain relationships across teams and with clients.

Proactive Approach

Demonstrates initiative and takes ownership of tasks to ensure timely and accurate completion.

Ownership and Accountability

Takes responsibility for delivering high quality service and meeting organizational goals.

Insurance Domain Knowledge

In depth understanding of the insurance industry, particularly in Property & Casualty (P&C) space.

Logical Thinking and Decision Making: Strong analytical skills to assess situations and make informed decisions.

About you

Minimum Qualifications and Experience

Education & Experience

Graduate with a minimum of 3+ years of experience in insurance domain preferably in Property & Casualty space.

Professional and Industry Certifications: Insurance certification is preferred but not mandatory. Experience in transition/onboarding of services is an added advantage.

Experience

Prior experience as a Single Point of Contact (SPOC) for operations is highly desirable.

Work Hours- (9PM to 6AM IST or 7.30PM -4.30AM) - This role requires working in alignment with US team work hours and is therefore a permanent nightshift role.

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)