Director, Claims Learning & Capability

Director Of 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.

The Director of Learning & Capability is responsible for leading the strategy, design, and execution of learning across the GB Operations. This role ensures that new hires and tenured employees are provided with tools, resources, and support to build the technical expertise, judgment, and operational excellence required to deliver consistent, high-quality outcomes for our clients.

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 GB leadership to identify skill gaps and translate them into targeted development solutions

Integrate technical, behavioral, and decision-making skills across the claim/program 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, file handling expectations, and leadership, where applicable

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

Develop a state-of-the-art customer service certification experience

Team Leadership & Operations

Lead and develop a team of 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, coverage types, and client segments

Cross-Functional Partnership

Collaborate with Claims Operations, HR, Strategic Initiatives, WOOEM, Quality, Compliance, Marketing, Internal Communications, Technology teams, and others 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

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

Required Skills:

8+ years of experience in claims or the risk and insurance industry

2+ years of experience in learning & development, or workforce capability roles

Demonstrated experience leading teams, preferably managing leaders

Strong understanding of 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

Proficient in the Microsoft suite of solutions with a focus on SharePoint, TEAMS, Viva Engage, Power Automate

Strong operational mindset with the ability to balance strategy and execution

Experience leveraging technology and data to enhance learning outcomes

Familiarity with an LMS and the tools used to develop the content within (Articulate, Camtasia, Canva, etc.)

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...

The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements 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.