Job Summary

The Sr. Process Analyst plays a critical role in managing customer support operations, ensuring high quality service delivery, and promoting customer satisfaction. This role combines P&C; Domain expertise, leadership skills, and a customer centric approach to drive excellence in service support within the organization. This role is pivotal in ensuring seamless collaboration between the branch, service center, and carriers, while supporting a team of onshore Client Service Managers to deliver exceptional service and operational efficiency.

Responsibilities

- Onshore Branch Support: Serve as the primary point of contact for the onshore team, delivering comprehensive support on end-to-end P&C; lifecycle services.
- Renewal Management: Participate in policy renewal review meetings alongside sales agent, onshore Client Service Managers, and the sales team. Take proactive measures to initiate pre and post policy renewal activities promptly, coordinating with other service centers to ensure timely and accurate execution.
- Leadership and Training: Provide guidance and support for a team of 5 to 7 Client Service Managers at the branch. Train and assist current onshore Client Service Managers & team members on systems, tools, and services.
- Operational Support: Handle and process activities that are unique in nature and not supported by the service center. Monitor and follow up on service requests, ensuring their accuracy and timely completion.
- Communicate with Carrier s for Policies & endorsements, ensuring timely resolution and delivery.
- Documentation and Systems Management: Ensure all communications and documentation are filed in Gallaghers document management systems. Review and ensure policy information is up to date in the agency management systems.
- Query Resolution: Handle queries effectively to minimize rework at the service centers.
- Operational Efficiency:



Collaborate with the onshore branch to identify time consuming activities that can be moved to the service centers, optimizing operational efficiency.
- Customer Experience: Foster and maintain a positive relationship with onshore branch staff to enhance the overall customer experience. Ensure all service aspects of the P&C; policy lifecycle are completed within TAT to create a positive customer experience.

Skills and Competencies

- Communication Skills: Excellent written and oral communication skills to effectively interact with internal and external stakeholders.
- Interpersonal Skills: Strong ability to build and maintain relationships across teams and with clients.
- Proactive Approach: Demonstrates initiative and takes ownership of tasks to ensure timely and accurate completion.
- Ownership and Accountability: Takes responsibility for delivering high quality service and meeting organizational goals.
- Insurance Domain Knowledge: In depth understanding of the insurance industry, particularly in Property & Casualty (P&C;) space.
- Logical Thinking and Decision Making: Strong analytical skills to assess situations and make informed decisions.

Minimum Qualifications and Experience

- Education & Experience: Graduate with a minimum of 3+ years of experience in insurance domain preferably in Property & Casualty space.
- Professional and Industry Certifications: Insurance certification is preferred but not mandatory.
- Experience: Prior experience as a Single Point of Contact (SPOC) for operations is highly desirable.
- Work Hours: (9PM to 6AM IST or 7.30PM -4.30AM) - This role requires working in alignment with US team work hours and is therefore a permanent nightshift role.

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.

📌 Sr Analyst - Service Support Management (Bengaluru)
🏢 Artex Risk Solutions
📍 Bengaluru