Assistant Manager - Service Support Management

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.  

Responsibilities:

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

Qualifications:

• Minimum Required Degree: Bachelor’s degree
• Preferred Degree: Bachelor’s degree 
• Certificate(s)/Special Training: Property and Casualty Insurance Certification (good to have)

Knowledge, Skills And 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