Business and Client Services Leader of Learning and Development

Company:Marsh

Description:

The Business and Client Services (BCS) Leader of Learning and Development is a strategic business partner responsible for defining, building, and executing comprehensive learning strategies that enhance technical capabilities, domain expertise, and workforce readiness across Risk BCS and People & Investments (P&I) BCS globally.

This role bridges onshore and offshore operations, ensuring seamless knowledge transfer and continuous professional development for a workforce spanning the US, UK, and multiple Global Capability Centers (GCC) including India, Poland, Portugal, and Mexico.

As leader, this person will design enterprise-level learning initiatives, manage a team of ~30 professionals, report directly to the BCS Chief People Officer, with a dotted reporting line to the BCS Talent Partner, and collaborate with business leadership to align learning investments with organizational priorities.

This is a hybrid position with three days required working from our midtown Manhattan office.

We will count on you to:

Strategic Learning Planning

• Develop and own the 3-year BCS Learning & Development strategy aligned with organizational transformation initiatives
• Define learning frameworks for technical skill development, domain expertise, and professional growth across all levels
• Establish metrics, ROI frameworks, and accountability measures for all learning programs and initiatives
• Conduct workforce capability assessments to identify skill gaps and training priorities
• Maintain or improve service level and quality to the P&I and Risk COOs and their leadership teams

Learning Program Design & Delivery

• Lead the design and delivery of flagship learning programs (e.g., new hire onboarding, technical bootcamps, domain certifications)
• Oversee curriculum development across technical domains relevant to Risk and P&I operations
• Manage the ongoing portfolio of knowledge transfer initiatives, predominantly in P&I BCS, to support onshore-to-offshore capability building and GCC readiness
• Ensure learning programs meet compliance, certification, and regulatory requirements

Team Leadership & Management

• Lead, mentor, and develop a team of ~30 L&D professionals, again predominantly aligned to P&I BCS, including instructional designers, training specialists, and program coordinators
• Set performance expectations, conduct development reviews, and foster a culture of continuous improvement
• Allocate resources effectively across multiple concurrent programs and geographies
• Build organizational capability in emerging L&D methodologies (e.g., micro-learning, simulations, virtual instructor-led training)

Stakeholder Collaboration

• Partner with Risk and P&I BCS business leadership to understand strategic priorities and translate into learning solutions
• Collaborate with Global/Enterprise, US, India, and UK Learning teams to ensure alignment across regions and time zones
• Work with GCC operations to support onboarding, knowledge transfer, and continuous skill development
• Engage with HR, talent management, and organizational development to integrate learning into talent lifecycle

Operational Oversight

• Manage L&D budget, vendor relationships, and technology platforms (LMS, authoring tools, collaboration platforms)
• Drive day-to-day onboarding and training delivery while maintaining operational excellence
• Monitor learning program outcomes, utilization rates, and participant feedback; iterate based on results
• Build scalable learning infrastructure to support growth across multiple locations

What we're looking for:

• A visionary leader who can balance strategic ambition with operational discipline
• A builder: someone who designs scalable processes, invests in people and technology, and leaves lasting organizational capability
• An advocate for learning: passionate about developing others and creating a culture where continuous learning is expected and valued
• A collaborator: comfortable working across geographies, time zones, and organizational boundaries to deliver impact
• An innovator: staying current with L&D trends, experimenting with new modalities, and driving adoption of emerging tools and methodologies
• Data-driven: comfortable with metrics, analytics, and making evidence-based decisions about program investment and prioritization

What you need to have:

• A Bachelor’s degree
• A minimum of 5 years of relevant Learning & Development experience
• A minimum of 3 years of Leadership experience in Learning & Development
• Proven track record of designing and delivering enterprise-scale learning programs in complex, multi-geography organizations
• Deep expertise in adult learning principles, instructional design, and modern learning technologies (LMS, learning platforms, virtual delivery)

What makes you stand out:

• Master's degree in Human Resources, Organizational Development, or related field
• Certification in instructional design (e.g., IDOL, ATD) or change management (ACMP)
• Experience building and leading high-performing teams (managing 20+ learning professionals or equivalent scope)
• Strategic mindset: ability to translate business strategy into learning roadmaps and demonstrate ROI on learning investments
• Strong knowledge of onboarding, knowledge transfer, and capability building in shared services or offshore environments
• Demonstrated success in change management and building organizational learning cultures
• Excellent communication and stakeholder management skills; ability to influence across levels in matrix organizations
• Experience in financial services, insurance, or risk/compliance domains
• Familiarity with Agile and Lean approaches to learning program development
• Prior experience managing Global Capability Center (GCC) teams or distributed workforce learning initiatives
• Knowledge of emerging L&D trends: micro-credentials, AI-powered personalized learning, skill marketplaces

Why join our team:

• Be part of a supportive and inclusive work environment that values diverse perspectives and encourages innovation.
• We help you be your best through professional development opportunities, interesting work and with support from leadership.
• Contribute to a company that is dedicated to excellence, integrity, and delivering exceptional value to clients.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

The applicable base salary range for this role is $135,700 to $271,200.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.