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 People & Process Manager will oversee a diverse leadership hierarchy of 10-12- Leads, and Senior Leads (Individual Contributors) Assistant Managers, Deputy/Deputy Managers, ultimately providing leadership and direction to a total organization span of approximately 100 team members. This role combines strategic process management with strong people’s leadership to ensure seamless delivery, continuous improvement, and alignment with Gallagher’s global standards.
How you'll make an impact-
Lead and manage diverse teams, including Individual Contributors and people managers, to drive high performance.
-
Partner closely with clients to implement best practices, optimize workflows, and elevate service delivery.
-
Drive Customer Succes and satisfaction by collaborating with different stakeholders with data‑driven strategies for Corporate and Broker clients.
-
Translate operational needs into scalable, efficient processes through research, benchmarking, and end‑to‑end design.
-
Oversee daily operations, fostering a customer‑centric culture through structured reviews and action planning.
-
Champion the growth of team members by providing ongoing coaching, development planning, and career‑pathing support.
-
Develop and coach team members through performance management, recognition, and engagement initiatives.
-
Ensure timely and professional handling of customer queries to accelerate closure of pending and escalated cases.
-
Participate in business reviews with stakeholders, senior leadership, and conduct branch visits to strengthen operational performance.
-
Manage critical client escalations with ownership and clear proactive communication to all stakeholders.
-
Lead recruitment processes—including interviewing and selection—to build high‑caliber teams aligned with business needs.
-
Champion automation, standardization, and continuous process improvements to enhance efficiency and service quality.
-
Utilize data and performance analytics to detect trends, surface risks early, and implement proactive measures to prevent escalations.
Additional Responsibilities:
-
Navigated and resolved team conflicts effectively to maintain a positive and productive work environment.
-
Collaborate seamlessly with diverse cross functional teams to support org wide business objectives.
-
Present new ideas and partner with the Process Excellence team to drive continuous improvement initiatives.
-
Oversee reporting and analysis activities to support data driven decision-making.
-
Fostered a culture of collaboration, accountability, and high engagement across the team.
About you
Qualifications:
-
Education
-
Major: Any Graduate or Post Graduate
-
Degree: Bachelor / Master
-
Licenses/Certificates
Not Specified
-
Work Experience
12–15 yrs of experience in insurance operations (US Health and Benefits), with at least 8+ years in a leadership role.
-
Skills and Competencies
-
A candidate should have excellent written and oral communication skills, essential for clearly conveying ideas across various platforms and audiences.
-
A candidate should have high confidence that equips them to take initiative, embrace challenges, and lead effectively.
-
A candidate should possess strong critical thinking skills which enable them to systematically process complex problems, identify assumptions, and assess argument validity.
-
A candidate should possess logical thinking skills to navigate complex problems and make informed decisions in a professional environment.
-
A candidate should have an executive presence, a critical quality that combines confidence, poise, and authenticity to inspire trust.
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)
