Learning and Development Leader , Business & Client Services (BCS)

Company: Marsh

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 London 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:

• Significant relevant Learning & Development experience
• Significant 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