Manager of Operations

You will be serving as a key member of the Non-voice Service Team of Gallagher Service Center LLP, reporting to the Process Manager. Your role will involve understanding operational requirements, researching best practices, assisting in designing and implementing new processes and tools. You will be responsible for cultivating a team environment that delivers exceptional customer service, ensuring all staff members perform consistently at a high level, motivating, instilling accountability, monitoring team effectiveness, preparing MIS reports, interacting with customers, managing queries, providing day-to-day coordination on team activities, and attending to written/electronic correspondence. Qualifications required: - Graduate/Post Graduate (Preferably in Commerce) - Good academic record (50% or above) - Excellent communication skills (Verbal and Written) - Strong analytical skills - Minimum 4 years of post-qualification experience in the BPO/KPO industry - Must have 1 year on papers experience as a TL and currently designated as a TL - Must have been in an Assistant Manager/Team Leader role on papers for at least 18 months - Exposure to handling 15-20 FTEs - Should be solely from an international non-voice background Inclusion and diversity (I&D) are integral parts of Gallagher's business, deeply ingrained in the organization. For over 95 years, Gallagher has been committed to sustainability and supporting the communities where they operate. Embracing employees" diverse identities, experiences, and talents enables Gallagher to better serve clients and communities. Inclusion is a conscious commitment, and diversity is considered a significant strength, aligning with The Gallagher Way. Gallagher extends equal employment opportunities in all aspects of the employer-employee relationship, including recruitment, hiring, training, promotion, and more. Reasonable accommodations will be made for qualified individuals with disabilities, ensuring fair treatment and support. (Note: The additional information section has been included in the job description for a comprehensive understanding of Gallagher's values and commitments.),