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

Senior Analyst - Service Support Management plays a crucial role in:

• Managing customer support operations
• Ensuring high-quality service delivery
• Promoting customer satisfaction

They combine technical expertise, leadership skills, and a customer-centric approach todrive excellence in service support within an organization.

 

 

How you'll make an impact

Responsibilities:

 

• Manage assigned books of business, ensuring portfolio quality, timely renewals, SLA adherence, effective handling of clarifications, exceptions, and handoffs, while minimizing rework and driving first-time-right outcomes.
• Act as the primary point of contact for assigned CSMs/branches, providing timely operational support, managing stakeholder expectations, and fostering strong working relationships. Support a team of 5–7 Client Service Managers at the branch.
• Support the complete policy lifecycle, proactively initiating pre- and post-renewal activities, monitoring triggered tasks, and ensuring accurate and timely completion of all servicing activities.
• Participate in renewal reviews and client servicing discussions, ensuring policies are renewed within agreed timelines while maintaining service quality and customer satisfaction.
• Maintain comprehensive knowledge of insurance products, client portfolios, industry trends, and market conditions, applying product and risk expertise to support informed recommendations and service delivery excellence.
• Manage branch queries, feedback, and escalations effectively, ensuring acknowledgements and resolutions are delivered within agreed service timelines.
• Ensure adherence to SOPs, process flows, regulatory requirements, and business controls, while maintaining accurate documentation, compliance records, and audit readiness.
• Identify process inefficiencies, evaluate operational challenges, implement preventive actions, and contribute to continuous improvement initiatives that enhance service effectiveness and customer experience.
• Maintain and update process documentation, job aids, SOPs, clarification logs, and best-practice repositories, ensuring knowledge is effectively shared across teams.
• Collaborate with branch, producers, Client Service Managers, and legacy partners to ensure seamless service delivery and effective management of dependencies.
• Provide proactive communication regarding service status, delays, revised timelines, and operational risks to stakeholders and leadership
• Complete required learning programs, certifications, and capability-building initiatives while actively participating in workshops, team discussions, and knowledge-sharing forums.
• Support key accounts through personalized service, attention to detail, and increasing participation in interactions with clients, insurers, and branch stakeholders.
• Maintain accurate operational logs, track service metrics, clarifications, referrals, and SLA performance, providing actionable insights that improve service quality, reduce repeat clarifications, and strengthen operational effectiveness. 

 

About you

Qualifications:

 

Education: Bachelor / MasterLicenses/Certificates: Insurance Certification will be an additional advantage

Work Experience:

• Graduate with 3-5 years of experience in an Insurance domain
• Insurance certification - good to have
• Transition/onboarding of service - good to have
• SPOC (Single Point of Contact) role for operations - good to have
• Onshore travel experience - good to have
• Valid U.S. Visa - good to have

Desired Skills and Competencies:

 

• Excellent Written and Oral communication skills
• Stakeholder Management & Relationship Building
• Proactive Problem Solving
• Ownership and Accountability
• Insurance domain knowledge
• Analytical Thinking & Decision Making

 

 

Compensation and benefits

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)