How South Australia's New Leader Program is elevating leadership capability at Gallagher Bassett

By: Tanith Jones Shelley Reynolds

Great outcomes start with strong leadership and at Gallagher Bassett, building that capability is a priority. Across our Australian business, we're investing in structured programs designed to build confidence, clarity, and practical skills at every stage of the leadership journey.

The New Leader Program, launched in 2024, is one such initiative, supporting both new hires entering leadership roles and existing employees stepping into management for the first time. Delivered over approximately three weeks, the program blends interactive sessions, practical application, and guest-led discussions aligned to key stages of the employee lifecycle. The program is designed to equip leaders with knowledge and empower them to apply it in real-world scenarios where decisions and actions have a direct impact on team performance and service for injured workers.

"In South Australia, we've seen a strong early impact from this program, with more than 90% of participants rating it as positive experience," said Shelley Reynolds, general manager — South Australia. "This level of endorsement reflects how relevant and practical the program is. Leaders are engaging with the content, applying what they learn, and building confidence in a way that directly strengthens how teams operate."

As one participant noted, "The case studies are valuable. They help you think through real situations and understand how different approaches can shape outcomes," while another shared that "the sessions are engaging and bring everything together, creating real opportunities to connect and learn from others across Gallagher Bassett."

The program delivers meaningful improvements in how leaders operate. Leadership confidence, a key indicator for leader success, was measured before and after participation in the program and found to have increased. Participants also reported a stronger understanding of processes and support resources, along with clearer expectations and responsibilities. Results show that training outcomes are having positive impacts on employee retention with 85% of South Australian participants remaining in leadership roles since 2024. Growth is also visible in day-to-day operations, with fewer queries being escalated to Gallagher Bassett's internal People & Culture teams.

Tanith Jones, chief people officer, reinforces the intent behind the program: "When leaders feel clear about expectations and are supported in their development, they can move faster, decide better, and shape outcomes with intent."

"As Gallagher Bassett continues to build capability in its leadership pipeline, our teams operate with greater consistency and deliver better outcomes for the people they serve."