Director, Claims Learning & Capability

Director, Claims Learning & Capability

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it's our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people's lives. It takes empathy, precision, and a strong sense of partnership—and that's exactly what you'll find here. We're a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you'll play a vital role in helping businesses and individuals move forward with confidence. Here, you'll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you're here, you're part of something bigger. You're part of a team that shows up, stands together, and leads with purpose.

Overview

The Director, Claims Learning & Capability is responsible for leading the strategy, design, and execution of learning across the claims organization. This role ensures that new hires and tenured adjusters build the technical expertise, judgment, and operational excellence required to deliver consistent, high-quality outcomes for our clients. Leading a team of liability and workers' compensation technical training managers, this role oversees onboarding at scale (approximately 55 hires per month), ongoing capability development, and the evolution of learning programs that align with business priorities, regulatory expectations, and emerging industry trends.

How You'll Make An Impact

Learning Strategy & Capability Development

• Define and execute a comprehensive claims learning strategy aligned to operational goals and client expectations
• Evolve learning from "training delivery" to capability building, with a focus on performance outcomes
• Partner with Claims leadership to identify skill gaps and translate them into targeted development solutions
• Integrate technical, behavioral, and decision-making skills across the adjuster lifecycle

Onboarding & Talent Development

• Oversee end-to-end onboarding programs, including high-volume new hire intake
• Ensure new hires achieve readiness milestones in quality, compliance, and file handling expectations
• Continuously refine onboarding experience to improve retention, speed to proficiency, and engagement

Ongoing Development & Performance Enablement

• Design and deliver programs that support adjuster growth beyond onboarding, including intermediate and advanced skill development
• Embed continuous learning into day-to-day operations through tools, resources, and manager enablement
• Partner with Operations to align training with real-time business needs, including workload shifts and emerging risks

Team Leadership & Operations

• Lead and develop a team of Claims Technical Training Managers responsible for program delivery
• Establish clear performance expectations, coaching rhythms, and development plans across the team
• Drive consistency, scalability, and operational excellence in learning delivery
• Ensure alignment across regions, jurisdictions, and client segments

Cross-Functional Partnership

• Collaborate with Claims Operations, HR, Strategic Initiatives, WOOEM, Quality, Compliance, Technology teams, and more to ensure learning is integrated into broader business initiatives
• Partner with technology teams to leverage tools that enhance learning, such as workflow support, knowledge systems, and AI-enabled solutions
• Support client conversations where learning and capability are part of the value proposition

Measurement & Continuous Improvement

• Establish metrics to evaluate learning effectiveness (e.g., time to proficiency, quality outcomes, retention, and engagement)
• Use data and insights to continuously improve programs and demonstrate business impact
• Build reporting and feedback loops with leadership and frontline managers

About You

8–12+ years of experience in claims, learning & development, or workforce capability roles

Demonstrated experience leading teams, preferably managing leaders

Strong understanding of claims operations (Workers' Compensation and/or Liability preferred)

Experience designing and scaling onboarding and development programs in a high-growth or high-volume environment

Proven ability to influence senior leaders and operate as a strategic partner to the business

Strong operational mindset with the ability to balance strategy and execution

Experience leveraging technology and data to enhance learning outcomes

Travel: Less than 10%

Compensation and Benefits

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you'll get, depending on your job level these benefits may improve: Medical/dental/vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits include: Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more...

We Value Inclusion and Diversity

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.