Christopher Luisa
Lancaster,MA
Summary
Strategic executive with success in transforming insurance operations, building high-performance teams, and leading enterprise-wide process improvements. Proven track record in scaling businesses, optimizing vendor relationships, implementing RPA and CRM systems, and delivering multimillion-dollar savings.
Overview
21
21
years of professional experience
Work History
Vice President, Individual Markets New Business & Agency Services
Global Atlantic
01.2022 - Current
- Responsible for overseeing strategy and operations for Annuity New Business, Licensing, and Commissions across the U.S. and India (BPO: EXL), supporting annual sales exceeding $14 billion.
- Lead case management organization partnering with our banks, broker dealers, IMOs and Financial Professionals and from case submission through issuance.
- Organizational Redesign: Restructured business units to enhance effectiveness and achieve cost savings, including adjustments to both onshore and offshore operations.
- Transformation: Implemented a data-driven productivity model that reduced unit costs and increased employee satisfaction.
- Innovation: Participating in initiatives to expand automation adoption throughout the organization, driving additional scalability, efficiency, and improved customer experience.
- Expense Management: Developed and established a robust operational expense reconciliation process to manage and resolve operational variances and out-of-balance accounts.
Vice President, Business Operations & Services
Zinnia - formerly SE2
01.2022 - 01.2022
- Oversaw core operations—New Business, Post Issue, Contact Center, Claims, Licensing, Commissions, and Operations Finance & Controls—as TPA for multiple life and annuity clients.
- Led 800+ employees across the US, Ireland, and India, ensuring service level attainment, operational efficiency, and high-quality customer service.
Director of Operations & Key Account Management
Delaware Life
01.2018 - 01.2022
- Led Operations business units including vendor relationship, key account management, business analysis, and account management in support of DLs distribution organization and all key external customers; wholesalers, back-offices, & financial advisors working for Broker Dealers, Banks, and Independent Marketing Organizations (IMOs).
- Oversaw the relationship with TPA (SE2), covering day-to-day matters such as service level agreements, escalations, exceptions, compliance, legal issues, and improvement initiatives, overseeing more than 100 vendor personnel.
- Established Premier Services account and case management team in support of DL's advisor and IMO relationships in support of 20+ RVP/Internal Wholesaler teams.
- Managed the Operations Key Account Managers (OKAMs) responsible for operational relationships with key bank broker dealer and IMO back-office relationships.
- Managed multiple external vendor relationships, including DTCC, DFS, Insurance Technologies, EBIX Consulting, AFFIRM, Firelight, DocuSign, iPipeline, NFS, and Pershing trading partners.
Director, Business Process Improvement & Vendor Management
The Hanover Insurance Group
01.2015 - 01.2018
- Directed all initiatives related to the strategic direction of Personal Lines business units, reporting directly to the COO.
- Provided oversight for the Personal Lines Process Improvement team and relationships with outsourced vendors, including a BPO (EXL) operating in the U.S. and India, overseeing more than 140 vendor personnel.
- Organizational Redesign: Established a centralized, cross-functional Business Process Improvement team, generating over $1 million in annualized savings over three years.
- Revenue Generation: Developed and launched a retention program offering agencies premium-saving opportunities, resulting in a 40% increase in retention rates and a 3% increase in premium returns.
- Expense Management: Led the vendor governance program, achieving $2 million in annual expense avoidance.
- Quality Control: Instituted a Quality Center of Excellence (CoE) across the business unit to improve effectiveness, enhance customer experience, and optimize business processes.
- Innovation: Spearheaded the development of a robotic automation program, from software selection (Automation Anywhere for RPA and Pega for RDA) through build-out and post-deployment support.
- Digital Transformation: Oversaw CRM implementation using Pega 7 and Pega Customer Service products via an agile project delivery approach; next-phase enhancements include chat, text, and click-to-call capabilities.
Director of Operations
Sun Life Financial
01.2007 - 01.2015
- Directed multi-site teams in the U.S., Ireland, and India across functions such as Broker Compensation, Sales Incentives, Licensing, Accounting Control, CRM, and Complaints.
- Oversaw financial operations including $125M in Broker Compensation, $30M in Incentive Bonuses, $25M in Sales Incentives, and managed accounting reconciliations for $1B in payments.
- Managed a $7M departmental budget by monitoring productivity, improving efficiency, and managing capacity to meet service targets.
- Developed a CRM program with Sun Life Distribution using Salesforce, increasing adoption and NPS by 40%.
- Led a one-year operational transition of a $2B block of business from Sun Life Financial to Delaware Life, including staff transfers, process migrations, and vendor transitions (NSCC, Pershing, DST).
- Achieved #1 ranking for Licensing & Commissions services among leading annuity broker dealers per Comet survey.
Operations Key Account Manager
Sun Life Financial
01.2005 - 01.2007
- Managed back-office relationships with major broker/dealer and clearing firms—including Merrill Lynch, Advisor Group, Raymond James, and ING—to boost market share.
Education
Certified Financial Planning - Introduction to Financial Planning, Risk Management, Investment Planning, Tax Planning, Retirement Planning and Estate Planning
Merrimack College
North Andover, MA01.1999
Bachelor of Science - Psychology
SUNY Oswego
Oswego, NY01.1995
Skills
- Strategic Planning
- Operational Transformation
- Vendor/TPA/BPO Oversight
- Expense & Budget Management
- Robotic Process Automation (RPA/RDA)
- Customer Experience Optimization
- CRM Implementation (Salesforce, Pega)
- Digital Tools (Firelight, EBIX, DocuSign, iPipeline, DTCC)
ADDITIONAL EXPERIENCE
- The Hanover Insurance Group - formerly Allmerica Financial (2001-2005)
- TEK Systems (1999-2001)
- Scudder Kemper Investments (1996-1999)
Timeline
Vice President, Individual Markets New Business & Agency Services
Global Atlantic
01.2022 - Current
Vice President, Business Operations & Services
Zinnia - formerly SE2
01.2022 - 01.2022
Director of Operations & Key Account Management
Delaware Life
01.2018 - 01.2022
Director, Business Process Improvement & Vendor Management
The Hanover Insurance Group
01.2015 - 01.2018
Director of Operations
Sun Life Financial
01.2007 - 01.2015
Operations Key Account Manager
Sun Life Financial
01.2005 - 01.2007
Certified Financial Planning - Introduction to Financial Planning, Risk Management, Investment Planning, Tax Planning, Retirement Planning and Estate Planning
Merrimack College
Bachelor of Science - Psychology
SUNY Oswego
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