Simon Leech

Background

About Simon Leech

Operations executive with a broad range of experience managing all aspects of Life and Annuity Insurance Operations. Experiences include: New Business, Underwriting, Policy Issue, Customer Service, Call Center, Premium Accounting, Claims and all support organizations for Life and Annuity businesses. The managment and development of support orgainzations include: Quality and Training, Lean process improvement and workforce management groups, Project Management Offices (PMO), Records Management groups and systems and financial control teams. Installed the first fully integrated imaging and workflow system for the inforce administration operations of the Life Business. In addition have managed and grown an offshore operation in the Philippines to 900 people across 105 separate business processes. Established the first real time customer experience program for the organization by collecting direct feedback from end consumers across the key life cycle touchpoints of the life insurance process. Utilized an action alert process to immediately respond to customer concerns expressed in the feedback, recognize front line employees delivering excellent customer service and positively impact the customer experience. Specialties: functional and site consolidations, offshore operations, customer experience programs, system conversion projects and management of diverse groups of functions, processes and employees in multiple locations.