Gina P. Leach

Work History

American Family Life Assurance Company, AFLAC

Columbia, SC

01.2008 - Current

Leading supplemental insurance provider in the U.S
And Japan, Enrollment Operations
Accountable for Group Division Enrollment Operations which includes processing of enrollments received for open enrollment, reenrollment, and new hire files
Improved operational metrics by meeting/exceeding 19 of 21 metrics in 2023 compared to meeting/exceeding 7 of 12 metrics when moved into this role
Exceeded annual budget decrease of 5% in 2023 due to the planned decrease in staffing while increasing system automation
Six direct reports and nine different teams which totals ~72 employee
Staffing has decreased by ~20% over the last four years with the implementation of multiple system enhancements and process improvements.

American General Life & Accident, AIG

01.2003 - 01.2008

Subsidiary
Insurance provider for Life, Health and Accident
Responsible for new division start-up
Life Event Division
Accountable for creating necessary policies, plans and procedures for new division within American General Life & Accident
Including Licensing and Contracting, New Business, Underwriting, and Compensation
Team leader in the development and implementation of new agent and broker contracts
Team leader in the development and implementation of compensation schedules and coordinated efforts within IT to program system alternative in compensation payout for advancing and recouping advances
Created communication structure between AGLA, American General (Houston Offices) and the field agents
Created procedures to ensure effective and efficient processing of all applications
Planning and managing of the division’s operating budget
Ensure compliance with all governmental and company regulations relating to Licensing and Contracting, New Business and Commissions
Successful resolution of field related issues with quarterly, on-site support in specific regions

National Life Insurance Company, National Life Group

01.1998 - 01.2003

Responsible for new division start-up and daily operations management
Accountable for creating necessary policies, plan and procedures for new life division within National Life Insurance
Including Licensing and Contracting, New Business, and Compensation
Team leader in the development and implement of new agent and broker contracts
Team leader in the development and implement of compensation schedules and coordinated efforts within IT to program system alternative in compensation payout for advancing and recouping advances
Created communication structure between NLV Financial Advantage, National Life of Vermont (NLV) and Life Insurance Company of the Southwest (LSW) and the field agents
Created procedures to ensure effective and efficient processing of all applications
Planning and managing of the division’s operating budget
Ensure compliance with all governmental and company regulations relating to Licensing and Contracting, New Business and Commissions within 50 states
Successful resolution of field related issues

- 01.1998

Client Services
Accountable for Group Division operations
Division sponsor for implementation of Interactive Voice Response (IVR) system within the call center, automation of invoice generation, multiphase remittance solutions, proof of concept and implementation of new billing model along with overall service model updates to meet the needs of our changing customer base(s)
Successfully led and managed 190-member division with seven direct reports and $11M budget
IVR implementation increased capacity through automation of 23% of calls into the call center with reallocation of nine FTE
Automation invoice generation improved service level agreement from 15 days to 24 hours
Multiphase remittance solutions provided improved customer satisfaction and multi-year FTE savings totaling six FTE
Improved aged premium discrepancies from 32% within 120 days to 85% within 120 days
Improved invoices generated on time from 37.50% in December 2015, % as of March 2017
Implementation of Account Management service structure splitting Large Account and field driven focus

Accountable for managing strategic projects which impacted multiple departments and/or major risk impacts to the company
Managed project teams of ~35 cross-functional members
Coverage Suitability Project was a regulatory project which required compliance within 60 days
Agile approach allowed implementation of a short-term solution to meet DOI deadline, interim solution for semi-automated solution and developed the roadmap for the fully automated solution
Policy Change File Project was a regulatory project which required process and system enhancements to implement specific correspondence based on Department of Insurance findings
Multi-year project and implemented the first year.