Director, Claims Learning & Capability

Introduction

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.

Leading a team of line of business specific and specialized technical training managers, this role oversees technical onboarding at scale, ongoing operational capability development, and the evolution of learning programs that align with business priorities, regulatory expectations, and emerging industry trends.

• 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

• 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

• 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
• Developer state‑of‑the‑art customer service certification experience

• 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

• 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
• Support client engagements where learning and capability are part of the value proposition

• Establish metrics to evaluate learning effectiveness (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

• 8+ years of…