Senior Analyst

Introduction Welcome to Gallagher in India — where expertise, technology, and purpose come together. Since 2006, Gallagher in India has supported global teams by delivering quality, service, and speed through deep expertise, smart technology, and specialized knowledge services. More than just an operations center, it’s a place where careers grow through collaboration, continuous learning, and purposeful work. We drive efficiency, compliance, and innovation so our teams can focus on serving clients. If you enjoy solving problems and working with purpose, Gallagher is the place where you can grow and feel a sense of belonging. Overview The Product Operations & Analytics Lead will report to the Product Manager and serve as a key partner in supporting product strategy, operational execution, data analysis, stakeholder coordination, reporting, and transformation initiatives across Select technology platforms. This role will help strengthen product governance, improve operational visibility, support data-driven decision-making, and ensure technology initiatives are backed by accurate data, clear requirements, consistent communication, and measurable business outcomes. The individual will work closely with Product Owners for Genesys and Salesforce, Operations, GTS, Reporting, Workforce Management, CX, and other teams involved in transformation initiatives. How you'll make an impact Responsibilities: Product Operations & Strategy Support Support the Product Manager in managing product roadmaps, transformation priorities, enhancement requests, and operational initiatives. Assist with product governance, prioritization, tracking, and executive-level status updates. Maintain visibility into open risks, dependencies, action items, business feedback, and delivery timelines. Partner with Product Owners, Operations, GTS, and business stakeholders to align technology capabilities with business needs. Support preparation of business cases, decision documents, leadership updates, and product performance summaries. Translate business objectives into actionable requirements, reporting needs, and measurable outcomes. Data Analytics, Reporting & Business Insights Develop, maintain, and enhance reporting across operational, service, adoption, quality, workforce, customer experience, and financial performance measures. Use Power BI, PureInsights, SQL, Salesforce reporting, Genesys reporting, and Applied Epic data to analyze trends, performance gaps, adoption, and operational opportunities. Translate complex data into actionable insights for leadership, operations, and cross-functional stakeholders. Build dashboards, scorecards, recurring reports, and ad hoc analyses to support decision-making. Validate data accuracy, identify reporting gaps, and work with technical teams to improve data quality. Monitor performance trends and highlight opportunities to improve customer experience, productivity, service levels, and operational efficiency. Business Analysis & Requirements Management Gather, document, and validate business requirements for platform enhancements, reporting needs, workflow changes, and transformation initiatives. Create business requirements documents, user stories, acceptance criteria, process flows, test scenarios, and stakeholder summaries. Support UAT planning, coordination, test script development, issue tracking, and business validation. Partner with Product Owners and technical teams to ensure requirements are clear, complete, and aligned to business objectives. Track enhancement requests, defects, risks, and improvement opportunities through ServiceNow, SharePoint lists, Power Automate, and related intake processes. Support intake, triage, prioritization, and governance of product-related requests. Cross-Functional Stakeholder Engagement Serve as a liaison between the Product Manager, Product Owners, Operations, GTS, Salesforce teams, Genesys teams, Reporting, Workforce Management, CX, and transformation partners. Coordinate working sessions, discovery meetings, solution reviews, UAT discussions, and governance updates. Capture decisions, follow-ups, risks, and required actions to ensure accountability across stakeholders. Support communication efforts related to new functionality, process changes, reporting updates, and platform improvements. Help ensure business teams understand technology changes, impacts, timelines, and required actions. Build trusted relationships across business and technical teams to improve alignment and execution. Platform & Systems Support Partner with Product Owners and GTS on platform changes, integrations, defects, and enhancements. Monitor data flow, reporting outputs, process impacts, and operational adoption across systems. Support integration-related discovery and validation between Genesys, Salesforce, CX Cloud, Applied Epic, DMS, and reporting tools. Identify system gaps, user pain points, process issues, and improvement opportunities. Process Improvement & Transformation Support Support business transformation initiatives by documenting current-state processes, future-state workflows, gaps, risks, and stakeholder impacts. Identify process improvement opportunities using operational data, stakeholder feedback, and platform performance analysis. Partner with Operations and Product Owners to recommend improvements that enhance service delivery, productivity, data accuracy, and user experience. Support rollout planning, readiness activities, adoption tracking, and post-implementation validation. Help ensure platform enhancements and process changes are operationally sustainable and aligned with business priorities. Documentation, Governance & Compliance Create and maintain SOPs, process flows, reporting definitions, data dictionaries, business rules, job aids, and governance materials. Maintain product trackers, enhancement logs, issue registers, action item lists, RAID logs, and decision logs. Support audit readiness by ensuring documentation, approvals, testing evidence, and reporting definitions are accurate and current. Ensure data integrity across dashboards, reports, workflows, and operational tools. Support communication of standards, processes, and expectations to business users and stakeholders. About you Qualifications: Strong analytical skills with the ability to interpret business, operational, and technology data. Experience developing dashboards, reports, scorecards, or executive summaries. Ability to gather requirements and translate business needs into clear documentation. Strong communication skills with the ability to work across business and technical teams. Experience supporting system enhancements, UAT, implementation, or transformation initiatives. Ability to manage multiple priorities, track deliverables, and drive follow-up across stakeholders. Strong problem-solving skills and attention to detail. Ability to work independently while keeping the Product Manager informed of risks, decisions, and progress. Preferred Technical Experience: Power BI dashboard development and report consumption. SQL querying and data validation. Salesforce reporting and business support. Genesys Cloud reporting, queues, routing, and operational support. PureInsights reporting and analytics. Applied Epic operational data familiarity. ServiceNow intake, enhancement, incident, or request processes. Power Automate workflow development or support. Experience with DMS platforms or document management workflows. Experience supporting CRM, contact center, workflow, or enterprise integration platforms. Additional Information At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page. Competitive compensation Comprehensive benefits programs designed to support your well-being Career development opportunities and ongoing learning A collaborative, people-first culture with accessible leadership The opportunity to do meaningful work with global reach and local impact At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles. Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)