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
We are looking for a Assistant Manager /Deputy Manager to join our team! As an AM/DM You will serve as a key member of the Insurance or F&A Team of Gallagher Service Center, Report to the Manager (Operations).
How you'll make an impact
Responsibilities:
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This position will require an individual who has a previous and demonstrated ability of success in
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Proven people management skills
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Service delivery
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Quality Adherence
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The AM/DM will be responsible for understanding operational requirements, researching best practices and assisting with the design and implementation of new processes and tools.
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Ability to cultivate a team environment that provides exceptional customer service and ensuring all staff members perform at a consistently high level.
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Ability to motivate, instill accountability and achieve results.
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Monitoring the effectiveness of a team of Process Associates.
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Ability to prepare MIS reports and do various analyses to understand improvement opportunities.
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Ability to interact with Customers and manage their queries.
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Providing day-to-day coordination on the activities of the team.
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Attending and responding to written/electronic correspondence.
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Performance reviews of the team members at regular intervals
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One to upgrade ones knowledge by taking up company sponsored Insurance exams certified by The Institutes if applicable
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Involve mentoring of Team members Require one to be involved with various Process Improvement related projects to drive efficiencies in the team Involve mentoring of Team members
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Open to travel to client location on transition USA/UK.
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Mandatorily require to be comfortable working in all shifts including night shift.
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Team Leadership and Development
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Operational Management
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Customer Experience Enhancement
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Process Optimization
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Stakeholder Engagement
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Strategic Planning
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Technology Utilization
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Stakeholder Management and Negotiation
Competencies:
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Communication Skills and Customer Focus: Possessing strong communication skills and a customer-focused mindset involves effectively conveying information and actively listening with empathy to understand and anticipate customer needs, ensuring exceptional service and prompt resolution of any issues to enhance satisfaction and loyalty
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Organizational and Leadership Skills: The ability to efficiently manage time, prioritize tasks, and oversee multiple projects while inspiring and guiding a team towards achieving goals through effective decision-making and support
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Strategic thinking and Analytical Skills: The capability to align initiatives with organizational goals through forward-thinking and data-driven decision-making, using analysis to identify opportunities for improvement and drive effective strategies
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Adaptability and Flexibility: The ability to adjust to changing circumstances and priorities with ease, embracing new ideas and approaches to enhance processes and meet evolving organizational needs
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Continuous Improvement Mindset: A commitment to ongoing learning and development, consistently seeking opportunities to enhance processes and performance for greater efficiency and effectiveness.
About you
Qualifications:
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Minimum Required Degree: Graduate
Certificate(s)/Special Training:
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Need to have - MS Office applications
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Good to have- Six Sigma, Green Belt and Yellow Belt and Knowledge or certification in Insurance field will be the additional advantage
Experience:
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Minimum 6 years of post-qualification experience in international BPO/KPO industry.
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Candidate must have 2 years on papers experience as a Team Leader/Assistant Manager and should be currently designated as a Team Leader/Assistant Manager and handled team size of 10 FTEs
Knowledge, Skills and Ability:
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Contact Center Operations
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Customer Service Principles
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Problem-Solving Skills
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Organizational Skills
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Strategic Thinking
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Decision-Making
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Business Opportunity Orientation
Additional Information
At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.
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Competitive compensation
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Comprehensive benefits programs designed to support your well-being
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Career development opportunities and ongoing learning
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A collaborative, people-first culture with accessible leadership
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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)
