Deputy Manager - 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 Supervisor (SSS) for GGB US Select vertical. As the  SSM AM/DM for GGB US Select, you will be responsible for Client Service.

Service Support Supervisor plays a crucial role in –

• Primary Contact for Client Service Supervisor(s)/Client Service Director(s) onshore
• Managing customer support operations
• Ensuring high-quality service delivery
• Promoting customer satisfaction
• Driving continuous improvement initiatives
• Ensuring timely and accurate service delivery by all the SSMs
• Expansion and Deployment Management
• Monitoring and reporting service and success metrics

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

 

How you'll make an impact

Responsibilities:

• Act as the primary point of contact for the Region/Branch(es), providing comprehensive support
• Own and monitor service-level performance, including productivity, quality, turnaround time (TAT), backlog management, customer concerns, and escalations; lead resolution efforts and implement corrective actions to prevent recurrence and drive continuous improvement.
• Responsible for end to end support of the policy lifecycle services
• Participate in renewal review meetings alongside Producer/CSM/CSS
• Lead service expansion, deployment, and adoption initiatives across assigned regions/branches, ensuring successful delivery and governance of all transitioned services/outputs rolled out
• Take Proactive measures to initiate pre and post-renewal activities promptly
• Identify and Onboard new opportunities
• Handle onshore/offshore queries effectively, minimizing rework and enhancing service efficiency
• Work with branches to increase adoption and utilization while driving operational governance through branch reviews, service health monitoring, performance reporting, capacity and risk insights, and operational recommendations to branch leadership and governance forums
• Foster and maintain a positive relationship with branch staff to enhance the overall customer experience
• Lead and mentor a team of 10–15 Service Support Managers (SSMs), providing coaching, development, and performance management support
• Ensure that all service delivery activities comply with relevant regulations, standards, and best practices
• Identify and drive continuous improvement, process standardization, deployment readiness, and knowledge-sharing initiatives; capture, document, and promote best practices, lessons learned, and service innovations to enhance consistency and operational maturity.
• Manage assigned branch portfolios and book management responsibilities, conducting periodic quality audits to identify improvement opportunities and enhance service delivery effectiveness
• Monitor team capacity, workload distribution, and resource utilization, reallocating resources as necessary to meet operational and service-level objectives.
• Collaborate effectively across business, operations, and support functions to drive seamless service delivery and achieve organizational objectives.

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.

 

About you

Qualifications:

• Minimum Required Degre: Bachelor’s degree

• Certificate(s)/Special Training: Property and Casualty Insurance Certifications

• 8-10 years of experience in an Insurance domain/BFSI

• Minimum of 3-5 years experience as an people manager/operations manager

• Transition/onboarding of service

• Onshore travel experience preferred

• Insurance certifications/designation
• Excellent Written and Oral communication skills
• Excellent Interpersonal skills
• Proactive, Ownership and Accountability
• Proven people and performance management skills
• Proven onsite and virtual transition experience

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)