Assistant Manager - Service Support Management

Job Summary

Gallagher Center of Excellence is seeking to hire a AM/DM for GGB US Small Business vertical. As the SSM AM/DM for GGB US Select Small Business, you will be responsible for Client Service. SSM-AM/DM 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. 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 Region/Branch(es), providing comprehensive support.
• Responsible for end to end support of the policy lifecycle services.
• Participate in renewal review meetings alongside Producer/CSM.
• Service Expansion and Region/Branch Deployment Management.
• Deliver and manage all 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, aiming to minimize re-work at service center.
• Work with branches on Adoption increase and Service Utilization.
• Foster and maintain a positive relationship with branch staff to enhance the overall customer experience.
• Monitor service performance metrics, analyze data to identify trends, and implement corrective actions as needed.
• Lead and mentor a team of 10-15 Service Support Managers (SSMs), providing guidance, support, and development opportunities.
• Ensure that all service delivery activities comply with relevant regulations, standards, and best practices.

Qualifications

• Education Minimum Required Degree: Bachelor's degree
• Preferred Degree: Bachelor's degree
• Certifications / Special Training: Property and Casualty Insurance Certifications
• Experience: 8-10 years of experience in an Insurance domain/BFSI
• Minimum of 3-5 years experience as a people manager/operations manager
• Transition/onboarding of service
• Onshore travel experience preferred
• Insurance certifications/designation

Knowledge, Skills and Ability

• 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
• Broad Insurance Knowledge - Excellent knowledge of Insurance lifecycle
• Good Logical thinking and decision making
• AINS or other similar Insurance domain designations
• Flexible to work in Night Shift (US Coverage) - 6pm IST to 6am IST

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.