Senior Manager - Benefits Operations

Arthur J. Gallagher · Bengaluru

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

To serve as a member of the management of GSC & own responsibility & accountability of one or more
assigned processes – oversee SLA delivery, effectively manage relevant stakeholders, actively manage &
engage team leaders & associates

How you'll make an impact

Responsibilities:

Process Management & Improvement:

Drive & achieve productivity enhancements
Own weekly/monthly management reports & highlight relevant gaps &/or concerns
Oversee migration & stabilization of new processes
Periodically review process & regulatory requirements & ensure compliance
Review FTE requirements, shift plans & capacity planning
Initiate, Execute & Facilitate process improvement initiatives/projects
Integrate domain knowledge & business understanding to create superior solutions for the client
Must clear at least one certification a year

People Management:

Conduct regular meetings with team leaders & resolve concerns
Conduct skip level meetings with team members & resolve escalations
Own rewards & recognition schemes for assigned processes/teams
Oversee L&D trainings for self & team leaders
Oversee staff domain certifications
Ensure completion of process certifications by all staff (Team leads & associate ) within pre
defined timelines
Liaise with recruitment team for recruiting new team members
Identify & facilitate movements within the division for team leads

Customer Service & SLA Delivery:

Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes
Manage client relationships and escalations
Strategic Initiatives
Explore opportunities to move processes to the GSC satellite office
Participate in special projects/organization wide initiatives

About you

Qualifications:

Education :
Major : Post graduation in any discipline
Degree: Master

Licenses/Certificates : Related industry certifications preferred

Skills and Competencies:

Strategic Thinking
People Management
Transformational Leadership
Process Focus
Client Management
Innovation Focus
Ability to learn & drive change
Impact & Influence

Work Experience :

Minimum six years of experience in the ITES sector
Minimum 5 years of experience in a managerial role
(Must have experience in managing a span over 30)
Graduate from a recognized university & relevant
Relevant healthcare experience.
Prior work experience in UK Insurance domain
Onsite transition experience

Additional Information

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)