Manager of Operations

You will be a key member of the Non-voice Service Team at Gallagher Service Center LLP, reporting to the Process Manager. Your role will require proven people management skills, service delivery expertise, as well as proficiency in premiums and claims. Your responsibilities will include understanding operational requirements, researching best practices, and assisting in designing and implementing new processes and tools. You will be tasked with cultivating a team environment that delivers exceptional customer service, ensuring high performance levels from all team members. Motivating, instilling accountability, and achieving results will be essential aspects of your role. Monitoring the effectiveness of the Process Associates, preparing MIS reports, interacting with customers to manage queries, providing day-to-day coordination, and responding to written/electronic correspondence are also part of your responsibilities. To be successful in this role, you should be a Graduate/Post Graduate (Preferably Commerce) with a good academic record, possess excellent verbal and written communication skills, strong analytical abilities, and have a minimum of 4 years of post-qualification experience in the BPO/KPO industry. You must have at least 1 year of on-paper experience as a Team Leader and currently hold that designation. Additionally, you should have served in an Assistant Manager/Team Leader role on papers for a minimum of 18 months, have exposure to managing 15-20 FTEs, and come from an international non-voice background. At Gallagher, we value inclusion and diversity, which are integral to our business. We are committed to sustainability and supporting the communities where we operate. Embracing our employees" diverse identities, experiences, and talents allows us to better serve our clients and communities. Inclusion and diversity are fundamental strengths that we actively promote. Gallagher provides equal employment opportunities in all aspects of the employer-employee relationship, including recruitment, training, compensation, and more. Reasonable accommodations will be made for qualified individuals with disabilities, as long as it does not impose undue hardship on our business operations.,