KAREN HAYES

• Responsible for operations and strategic direction of all internal business operation functions including Underwriting, New Business, Customer Support, Claims, Product Development, Agent Contracting and Commissions
• Serves on Senior Executive team reporting to CEO and recommends, develops and implements short and long-range plans according to strategic direction of organization
• Leads strong customer-centric culture within all customer and agent facing functions and ensures organization delivers optimum customer experience
• Oversees underwriting function for all lines of business issued by Company, including traditional, accelerated and automated issue underwriting practices. Ensures satisfactory experience in insurance risks. Oversees and assists in implementation of underwriting policies and procedures
• Responsible for administrative and technical management of claims for all lines of business. Has primary responsibility for determining, settling, and authorizing payment of claims for all lines of business
• Oversees customer support including certificate services, processing, and conservation providing policyholders and/or agents with information and services pertaining to provisions of life or health insurance contracts or annuities
• Oversees agent communication areas including policy issuance, commissions, and licensing and contracting to ensure clear messaging and effective processes
• Leads strategy design and execution of product function and development of new and emerging products, processes, and trends
• Manages annual budget and operating plans for Operations Division
• Designs plan of succession within subordinate departments supported by mentoring relationships and leadership development

Other Positions Held:

Senior Director, Agent & Customer Services (6/2018-8/2019)

Director, Agent Services (6/2017-6/2018)

Director, PMO Office (3/2014-6/2017)

Director, CSC and Claims (11/2011-3/2014)

• Led customer service department consisting of 4 regional teams that supported dealer network across United States (headcount = 120)
• Extensive experience in creating and implementing process improvements in order to drive service and responsiveness
• Led Sales mock-up department and participated in mock-up events representing company for sales presentations put on by dealer partners
• Primary contact for strategic partner dealerships for all aspects of customer service, production and installation issues
• Liaison between dealer and customer support and all other departments within organization