Capability Specialist

Gallagher Bassett (GB) is Australia and New Zealand's premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.

Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people.

In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available.

There are some great things happening at GB as we move through a period of exciting period of transformation and change. And, we want YOU to be a part of it all

With significant expansion across our business, we are seeking Capability Specialists to support our NSW Workers Compensation function. You will be aligned with our claims and rehabilitation personnel for coaching, development and capability improvement activities. This role is a full-time, permanent position.

This is an exceptional opportunity to bring your existing skills and experience to a role which truly adds value to the development of our people and service offerings.

• Work in partnership with the business and with the Technical Training Team, to support staff transition from technical training into their operational roles including training of processes in an operational environment.
• Provide 'on the-job' technical and operational training and coaching for new staff or transferred staff in relation to the: 'how to process' 'how to calculate a benefit' 'how to triage a new claim' 'how to manage a claim' 'what tools to use';
• Work closely with the Technical Training team to identify gaps in staff knowledge/skills, & develop necessary programs or coaching solutions to meet the needs of individual staff;
• Stay abreast of regulatory and legislative changes, changes to procedures and technology and ensure the delivery of relevant information to the Operations Teams;
• Maintain a high level of product knowledge pertinent to icare & SIRA;
• Understand Operational systems, processes and procedures to ensure staff queries can be addressed and communicated effectively.
• Support the business unit in relation to championing and implementing changes.
• In liaison with the relevant Team Manager, ensure that capability gaps are identified, addressed and monitored to the required standard of performance;
• Ensure that Processes and Procedures are updated and communicated accordingly;
• Undertake independent call and desktop audits to ensure quality standards are achieved
• Conduct strategic assessments of team capability, analyse business processes, workforce performance data, and service delivery metrics to identify areas for improvement.
• Advise senior managers and department leads on the design and implementation of initiatives to address organisational inefficiencies and capability gaps.
• Develop tailored recommendations to support workforce uplift, learning pathway design, and strategic alignment of internal training programs with business objectives.
• Collaborate cross-functionally to lead internal consulting engagements focused on improving onboarding, knowledge management, and process standardisation across claims and support teams.
• Prepare reports, dashboards, and presentations to communicate analysis findings, organisational insights, and actionable proposals to senior stakeholders.
• Monitor the implementation of capability initiatives and providing follow-up strategic advice based on ongoing performance metrics and qualitative feedback.

• Significant experience in the workers compensation case management. Previous experience in a technical or specialist advisory role would be highly regarded;
• A strong knowledge of relevant NSW workers compensation legislation and frameworks;
• Exceptional time management and organisational skills – a true "self-starter";
• Excellent attention to detail;
• Highly developed communication skills, with the ability to coach and engage at all levels of organisation;
• A strong sense of team and collaboration;
• A resilient attitude.