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Service Delivery Manager - National Opportunity

Gallagher - East Melbourne, VIC

Manufacturing & Industrial
Source: uWorkin


Gallagher is one of Australia’s and the world’s largest Insurance broking and risk management companies with over 30,000 employees globally. We pride ourselves on being a socially responsible, ethical and collaborative organisation expressed through our Shared Values, The Gallagher Way. We are also proud to be named one of the 2020 World’s Most Ethical Companies by Ethisphere for the 9th consecutive year as well as being on the Forbes World’s Best Employers list as the only Insurance brokerage.

The Service Delivery Manager is a senior role working closely with business leaders and our national Operations Manager in enabling, improving and optimising overall service delivery from our offshore Gallagher Service Centre (GSC). This role can be based in either Sydney, Melbourne or Brisbane.

Key Responsibilities

The Service Delivery Manager will be responsible for prioritisation, planning, and implementation of all GSC services and identifying service improvement opportunities. Responsibilities include in-depth understanding of operating procedures, handling times, turnaround with a view to drive optimisation and efficiencies in conjunction with the offshore GSC team. Including:

  • Work closely with the offshore GSC team to build solid working relationships that foster the ability to continually review and improve services
  • Define and deliver governance, reporting, process, procedures and feedback to analyse insights and determine improvements
  • Create formal engagement model for all new services so that they meet business objectives and are as streamlined as possible
  • Monitor budget and ROI and refine service agreements, as needed, to ensure best outcome for clients and business.
  • Drive optimisation and find ways to reduce handling times or increase automation
  • Provide a structured feedback program that identifies continual improvement opportunities
  • Deliver high level of service and customer advocacy, allowing internal adoption of GSC and ensuring offshore and onshore teams have adequate support
  • Working closely with business leaders to improve knowledge, confidence and utilisation of GSC
You will be able to demonstrate your previous experience in a similar role, ideally working within Insurance or Financial Services, we are seeking candidates who develop strong key stakeholder relationships, are strategic problem solvers, analytical thinkers with demonstrated success in refining process, procedures and experience in service delivery practices.

Key Skills
  • Strong analytical skills with ability to cut through complexity and communicate clearly and simply to business leaders
  • Highly developed stakeholder management and communication
  • Ability to build relationships and a team atmosphere
  • Ability to work with competing deadlines and experience in delivering to budget, agreed timeframes and maintaining accountability
  • This is a great opportunity for an experienced Service Delivery Manager who wants to refine their skills and bring your experience to the table. If you have experience managing an offshore delivery team, this will be highly regarded.
  • Gallagher offers great benefits and career development opportunities
  • Competitive remuneration and incentive program
  • Salary sacrificed Lifestyle leave and additional superannuation contributions
  • Gallagher Rewards and discounts at 350+ major retailers
  • Employee Stock Purchase Plan to invest and share in company's growth potential
  • One paid day for Volunteering each year
We encourage you to apply via our careers website or for further information, please contact our Talent Acquisition team at careers@ajg.com.au

Any offer of employment and subsequent continuing employment is dependent upon the completion of relevant pre-employment background checks. All applicants are required to undergo employment screening through probity checks prior to commencing.

Gallagher is an Equal Employment Opportunity (EEO) employer committed to the principles of workplace diversity and inclusion. We welcome all people regardless of ethnicity, faith, sexual orientation, gender identity and lifestyle choices.


Regional and Branch Operations

Primary Location

Australia-Victoria-East Melbourne


GGB ANZ - Broking AU



East Melbourne, VIC

Manufacturing & Industrial


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