Service Support Manager - Employee Benefits (Hyderabad)

Service Support Manager - Employee Benefits (Hyderabad)

Company: TRIGENT SOFTWARE PRIVATE
Job Location: Hyderabad, Telangana, India
Employment Type: Full-time

About the Role

The Service Support Manager - Employee Benefits will serve as the dedicated on-site extension of GGB India for an assigned corporate client.

Key Responsibilities

The role will manage the overall servicing relationship and own and coordinate Employee Benefits account servicing across employee queries, endorsements, cashless and reimbursement claims support, ticket management, stakeholder coordination, and MIS reporting. The role will connect the client, insurers, Third-Party Administrators (TPAs), Relationship Managers, and Gallagher delivery teams, providing proactive oversight, timely escalation, and clear accountability for agreed outcomes.

Primary Responsibilities

Manage the overall servicing relationship for the assigned client account and coordinate all agreed Employee Benefits support activities, with clear accountability for timelines, quality, and stakeholder communication.

Act as the first point of contact for the client and its employees for group health insurance and Employee Benefits-related queries.

Act as the bridge between client stakeholders, insurers, TPAs, Relationship Managers, and internal Gallagher delivery teams, ensuring transparent hand-offs and transparent status reporting.

Coordinate with insurers for additions, deletions, corrections, endorsements, e-cards, and other policy servicing requirements.

Facilitate cashless and reimbursement claims by coordinating with employees, the TPA, and the insurer; track open cases through closure.

Operate the client's internal ticket management system, maintain accurate status updates, and close requests within agreed timelines.

Review, analyse, and submit periodic MIS, claims, utilization, service, and pending-item reports; highlight trends, ageing, risks, and actions requiring stakeholder attention.

Establish and maintain service governance through regular reviews of open items, service levels, claims ageing, escalations, and stakeholder commitments.

Maintain accurate records, trackers, supporting documents, and clear audit trails for all servicing activities.

Identify recurring service issues and control gaps, support root-cause review, escalate material risks promptly, and coordinate agreed improvement actions.

Work full-time from the client location and coordinate with relevant Gallagher teams to ensure seamless service delivery.

Additional Responsibilities

Follow approved SOPs, service standards, confidentiality requirements, and applicable insurance and regulatory guidelines.

Support renewal preparation, employee communication, enrolment activity, and benefit awareness initiatives where included in the agreed account scope.

Handle sensitive employee and claims information with appropriate care and discretion.

Lead or participate in client reviews and internal governance discussions, present service updates and risks, and ensure agreed actions are tracked to completion.

Provide functional guidance to delivery teams where required and support knowledge sharing across Employee Benefits servicing activities.

Skills and Competencies

Sound knowledge of Employee Benefits and the India group health insurance market.

Working knowledge of Group Medical, Group Personal Accident, and Group Term Life insurance products.

Working understanding of policy servicing, endorsements, cashless claims, reimbursement claims, insurers, and TPAs.

Strong client-facing communication, email writing, listening, and relationship-management skills.

Proficiency in Microsoft Excel, including data validation, calculations, pivot tables, and basic analysis.

Ability to prepare clear MIS reports and interpret service and claims trends.

Strong ownership, accountability, judgement, attention to detail, problem-solving, influencing, and timely escalation.

Ability to manage multiple priorities independently, coordinate delivery across teams, challenge constructively, and influence internal and external stakeholders without direct authority.

• Over all Account Management
• Stakeholder management - Client, TPA, Insurer
• Attending to employee queries
• First point of contact for client related to Health Insurance
• Coordinating with Insurer for endorsements
• Coordinating with TPA/Insurer for facilitating the claims Cashless as well as reimbursement
• Working on the client's internal ticket management system
• Working from client location.
• MIS analysis and submitting reports to client at the set frequency.

This position requires candidates to work 5 days a week from client's office.

Candidate works in General shifts and will have to travel to the office on their own. .