Donald L. Jones
Landenberg,Pennsylvania
Summary
Exceptional business builder with demonstrated achievement in the development, growth and leadership of key business units generating millions of dollars in revenue and profitability. Strong planning, organizational and communication skills with the ability to independently plan and direct all levels of business affairs. Pioneer innovative programs and training. Expert in analyzing existing operations and implementing strategies, processes, and cutting-edge technologies to improve organizational performance. Background includes reducing uncertainty through risk management, analyzing, measuring, and creating value. Present to and gain consensus to the C level and provide dynamic leadership to motivate and inspire personnel at all levels within the organization.
Overview
18
18
years of professional experience
Work History
Senior Vice President, Claims Design & Delivery
Allstate Insurance Corporation
01.2023 - Current
- Executes claims’ strategic operating plan and drives business results by providing enhanced decision-making support and execution excellence. Responsibilities include multiple functions within the Auto Claims organization, in partnership with a cross-section of business units and other areas of responsibility across the firm. Efforts contribute to the achievement of Claims profit and loss (P&L) and has overall accountability for loss cost and expense management, delivering exceptional customer experiences through technology enhancements and compliance. Overall responsibility for more than 3.5 million claims per year covering ~7B in losses with a $340M operating budget, with a global employee base of 4,000 across US and India. Collaborate with senior leaders and business partners to drive actions that achieve targeted growth and margins to support the firm’s Transformative Growth strategy. Achieves operating income and profitability plan targets through effective operational execution for the Auto line of business, while increasing capital adequacy levels and a run rate expense savings of over $250M.
Head of Claims, U.S. Insurance Operations
Massachusetts Mutual Life Insurance Company
01.2019 - 01.2022
- Provides effective senior leadership direction for the U.S. Insurance Claims operation that manages over $3.5 Billion in loss costs annually for Life, Annuity, Individual and Worksite Disability, Life Waiver and Long-Term Care products. Establishes and successfully executes Claims’ strategic direction, while operationalizing process improvements, lean management, and advanced technology solutions to improve the customer experience and reduce operating costs. Overall responsibility and management of a business unit of 250 employees, fostering development through innovation and experimentation; with an emphasis on exceeding desired business results. Efforts directly achieved a 35% improvement in customer satisfaction, 25% ($350k) reduction in operating costs and lower cycle time across several product lines, and $5 Million in benefit realization through strategic technology investments. Possess full P&L responsibility and management of a $40 Million annual operating budget.
DLJ Consulting
01.2016 - 01.2019
- Provide forward-thinking claims consultation to institutional investors, private equity firms, insurance carriers / third-party administrators and professional service firms. Assist in developing strategic direction and with executing key business transformation initiatives. Primary consultative areas include, but are not limited to, analysis of operational and process efficiencies, systems integration, technology adoption and digitization of the claims business model across multiple lines of business. Assist clients in developing process optimization, automation, and continuous improvement solutions across a broad stakeholder base; with an emphasis of achieving best-in-class service delivery, loss cost management and desired financial performance.
Associate Vice President, Property & Casualty Claims
Nationwide Insurance
01.2012 - 01.2016
- Provided effective leadership from the front driving key business functions to achieve desired business results for the Northeast & Mid-Atlantic Regional Claims Operations generating over $3 Billion in revenue. Collaborate closely with senior executives and leaders across departments in the development of strategic initiatives aligned to short, medium, and long-term corporate goals. Conceptualize and implement policies and practices to improve revenue performance, lower risk, maintain compliance guidelines, and boost customer satisfaction performance of various business operations. Manage annual contract negotiations with various internal and external partners to advance the business strategy. Provide top-line strategic leadership of a regional operation and overall performance of over 1000 associates and leaders. Possess full P&L responsibility and management of a $100 Million annual operating budget.
- In addition, direct all facets of the Northeast Claim Region, managing $1.5 Billion in annual loss costs and expenses. Efforts directly achieved a $27 Million improvement in financial performance, slashed expense ratio by 10%, and favorably impacting combined ratio by 3.5 points over a 2-year period.
- Led pre-and-post-merger integration efforts for the Property & Casualty claims organization after Nationwide purchased Harleysville Insurance in 2011. Developed and implemented integrated business model synergies between the two companies relative to operational structure, best practices, customer service delivery, vendor management, regulatory compliance, and financial reporting.
Associate Vice President, National Recovery Officer
Nationwide Insurance
01.2008 - 01.2012
- Provided effective, top-line senior leadership for the national recovery organization that was responsible for recapturing loss costs, operating expenses and liabilities owed to the firm. Successfully executed strategic plans, key priorities and continuous improvement initiatives that consistently generated annual revenues more than $500M, while establishing new recovery records for four consecutive years. Overall management of a business unit of over 350 associates that routinely exceeded key performance indicators by 103%-170%, for multiple lines of business. Additional key metrics included improving customer satisfaction by achieving a 35% improvement ($2.5M) in claim deductible returns to policyholders, and reduced revenue cycle time by over 50%.
- Various Individual Contributor / Leadership Roles (1992-2008) – Nationwide Insurance
Education
Master of Science - Negotiations & Conflict Management
University of Baltimore
Baltimore, MarylandBachelor of Science - Criminal Justice
Kutztown University
Kutztown, PennsylvaniaSkills
- Financial performance management
- Organizational leadership
- Customer relationship management
- Contract negotiation expertise
Affiliations
- Board of Advisors, National Insurance Crime Bureau
- Board of Advisors, CA Insurance Guarantee Association
Timeline
Senior Vice President, Claims Design & Delivery
Allstate Insurance Corporation
01.2023 - Current
Head of Claims, U.S. Insurance Operations
Massachusetts Mutual Life Insurance Company
01.2019 - 01.2022
DLJ Consulting
01.2016 - 01.2019
Associate Vice President, Property & Casualty Claims
Nationwide Insurance
01.2012 - 01.2016
Associate Vice President, National Recovery Officer
Nationwide Insurance
01.2008 - 01.2012
Master of Science - Negotiations & Conflict Management
University of Baltimore
Bachelor of Science - Criminal Justice
Kutztown University
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