Exclusive: The game-changing vision of Gallagher Bassett's new People & Culture leader

Successful change initiatives can be daunting for many organisations, but they become a pathway to growth and improvement under the guidance of effective leadership. Change in leadership involves steering an organisation through transitions with positivity, enthusiasm, and a growth mindset. This approach allows businesses to adapt their practices to evolving market conditions, prepare for unexpected challenges, and leverage emerging technologies. One notable change initiative has recently taken place at Gallagher Bassett Australia, a provider of risk and claims management services, marked by the promotion of Tanith Jones as General Manager of People & Culture.

Fostering cultural growth

For an organisational culture to thrive, it is essential for employees to feel valued and integral to the success of the company. Establishing a framework that nurtures a culture of appreciation requires a strong People & Culture leader. As Tanith Jones explains, “For culture to develop and grow, employees have to be on board.” Since organisational culture is often reflected in unspoken behaviours, mindsets, and social patterns, guiding employees toward the desired behaviours is crucial.

In an exclusive interview with People Matters, Jones elaborated on the challenges and strategies involved in cultivating a positive workplace culture. She emphasised the importance of engaging employees in shaping the organisational ethos. “It’s not just about leadership telling people what to do; it’s about fostering an environment where everyone feels empowered to contribute,” she stated.

As businesses face an increasingly competitive landscape, developing a future-ready workforce has become imperative. Traditional training methods that necessitate employees to step away from their daily responsibilities for structured, in-person sessions are often inadequate. They create both immediate and long-term capacity challenges. With the rise of hybrid and remote work models, along with technological advancements, there is a pressing demand for learning solutions that are accessible anytime and anywhere.

“We’re focused on supporting our future-ready workforce by increasing authentic representation at all levels of the business,” Jones remarked. By prioritising diverse perspectives and voices, Gallagher Bassett’s leaders can respond more effectively to the issues and opportunities that matter most to their workforce.

Transformative changes and employee engagement

Implementing transformative changes in an organisation can be one of the most significant challenges for a leader, especially when balancing employee engagement and well-being. Jones’s previous role as Head of People Operations allowed her to build meaningful partnerships with managers, ensuring a comprehensive understanding of the needs of frontline staff. “This experience has ensured our approach to employee engagement and well-being is closely informed by both industry best practices and what our people are asking for,” she shared.

Gallagher Bassett has recently introduced several initiatives aimed at enhancing employee well-being and engagement. Notably, the company has implemented 10 days of paid reproductive leave—an industry first—as well as increased primary and secondary caregiver leave. These measures are designed to support employees during life’s significant milestones, allowing them to bring their best selves to work. “These initiatives are all part of our ongoing strategy to support our people and to design roles and career pathways that leverage their unique skillsets,” Jones explained.

A study by Randstad, the world’s largest employment agency, highlights the importance of work-life balance among employees. The annual study found that 57% of workers would reject a job that adversely affects their work-life balance, including flexibility options like remote work. Furthermore, 93% of respondents ranked work-life balance and salary as equally important factors when considering their employment options.

In response to such shift in employee expectations, Gallagher Bassett is adapting its practices to meet the demands of its workforce. “We believe in empowering our people with trust and accountability to opt for in-office attendance when it makes sense for collaboration purposes,” Jones emphasised. The organisation’s flexible working arrangements allow team members to work remotely or semi-remotely, facilitating a better work-life balance.

The role of leaders in driving change

While teams and employees play crucial roles in implementing change, it is the managers and leaders who ultimately drive the most significant transformations within an organisation. Today’s leaders must embody consistency, honesty, and accountability, all while fostering a culture of kindness and support. “To enable this, we recently launched a new leader program for all existing and new leaders, which focuses on soft skills and integrating these with our unique culture,” Jones shared.

This initiative aims to equip leaders with the necessary tools to support their teams effectively and create an environment conducive to success. By focusing on the development of soft skills—such as communication, empathy, and conflict resolution—Gallagher Bassett is reinforcing the importance of a people-cantered approach in its leadership framework.

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Advice for aspiring HR leaders

As Jones reflects on her journey and the lessons she has learned, she offers valuable advice to aspiring HR leaders. “If you say you’re going to do something, make sure you follow through with it and always approach situations with a customer service mindset,” she advised. This mindset fosters trust and reliability, which are essential components of effective leadership.

She encourages leaders to interrogate various approaches to problem-solving and to maintain a positive attitude toward opportunities and challenges. “Find a way to say ‘yes’ to opportunities and challenges that arise,” she concluded. This proactive approach not only supports organisational growth but also empowers employees to take ownership of their work and contribute meaningfully to the company's success.

Tanith Jones’s leadership at Gallagher Bassett represents a pivotal shift in the organisation’s People & Culture strategy. By prioritising flexibility, enhancing employee well-being, and fostering a culture of authenticity and trust, she is laying the groundwork for a future-ready workforce. As businesses navigate the complexities of the modern work environment, the insights and initiatives stemming from Jones’s approach will serve as a guiding light for organisations seeking to thrive amidst change.