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About the Role

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.

Responsibilities

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.
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.
Lead, mentor, and develop a team of ~30 L&D professionals, 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).
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.
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.

Requirements

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).

Skills

Visionary leadership
Strategic ambition
Operational discipline
Process design
People investment
Technology investment
Organizational capability building
Passion for developing others
Fostering a culture of continuous learning
Collaboration across geographies, time zones, and organizational boundaries
Innovation
Staying current with L&D trends
Experimenting with new modalities
Driving adoption of emerging tools and methodologies
Data-driven decision making
Metrics and analytics
Evidence-based decision making
Master's degree in Human Resources, Organizational Development, or related field
Certification in instructional design (e.g., IDOL, ATD)
Certification in 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 skills
Excellent 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

Location

London

Work Type

Hybrid

Experience Level

Significant relevant Learning & Development experience
Significant Leadership experience in Learning & Development
Experience building and leading high-performing teams (managing 20+ learning professionals or equivalent scope)

Education Level

Master's degree in Human Resources, Organizational Development, or related field
Certification in instructional design (e.g., IDOL, ATD)
Certification in change management (ACMP)

Benefits

Professional development opportunities
Interesting work
Supportive leaders
Vibrant and inclusive culture
Talented colleagues
New solutions creation
Impact for colleagues, clients and communities
Range of career opportunities
Benefits and rewards to enhance well-being

About the Company

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 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.

Equal Opportunity

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, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
We are an equal opportunities employer.
We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process.
If you have a disability that may require reasonable adjustments, please contact us at reasonableaccommodations@marsh.com.