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

Gallagher Center of Excellence is seeking to hire a Service Support Manager for GGB US Mid Market vertical. As the Service Support Manager for GGB US Mid Market vertical, you will be responsible for Client Service.

Service Support Manager 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.

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

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

About you

Minimum Required Degree : Bachelor’s degree

Preferred Degree : Bachelor’s degree

Certificate(s)/Special Training : Property and Casualty Insurance Certification (good to have)

Experience ( Career Level Guide)

• 3-5 years of experience in an Insurance domain/BFSI
• Transition/onboarding of service
• Onshore travel experience (good to have)
• Insurance certifications (good to have)

Knowledge, Skills & Ability :

• Excellent Written and Oral communication skills
• Very good Interpersonal skills
• Proactive
• Ownership and Accountability
• Logical thinking and decision making
• Flexible to work in Night Shift (US Coverage) – 8pm IST to 5am 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)