Leann Yates
Okahumpka,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Experienced with Life, Annuity, and Employee Benefits Operations with an extensive background leading New Business, Relationship Management, and Vendor Management teams. Known for collaborating at all levels of the organization and developing high performing teams through driving accountability, process improvements, and a solution-minded approach to relationships.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director of Annuity New Business and Relationship Management
Transamerica
08.2021 - Current
- Leads the Annuity New Business Team, who handles the new business application processing from good order review through issuance, working with Advisors when applications are not in good order, and facilitates gathering funds through exchanges and applying of cash funds.
- Leads the Annuity Operations Relationship Team, who acts as the key point of contact to assist Firms with issue resolution, provides information regarding product and/or process changes, and execute proactive relationship support for key firms.
- Leads the Operations Service Management Team, who provides oversite of strategic vendor partnerships, supports achievement of business objectives through optimization of the sourcing vendor including SLAs, contract requirements, incident management, and project execution
- Series 26 Registered and serves as Supervising Principal for other Series 26 Registered staff within the company to ensure all FINRA requirements are met.
- Collaborates with Sales partners, the business units, and vendor partners to establish volume forecasting and resource capacity planning.
- Leads efforts to identify and solution improvements for processing delays, and procedure gaps, which adversely impact SLA results.
- Fosters a culture of continuous improvement to deliver an optimal experience to the customer.
- Responsible for ensuring internal controls are managed effectively, aligning handoffs and mapping control activities between all business functions.
- Facilitates the handling of financial and operational audits and regulatory review activities.
Transformation Lead - Transformation Management Office
Global Atlantic Financial Group (formerly Aviva)
01.2021 - 08.2021
- Product Owner for Life and Annuity digital transformation project, defining the future state of New Business and Producer Support processes using Agile methodology.
- Collaborated across scrum teams to develop process maps, define epics and features, as well as write effective user stories.
- Prioritized feature releases based on a phased approach, considering current functionality as well as significant enhancements, keeping the goal of a digital transformation at the forefront.
- Facilitated engagement of key stakeholders to review features, provide feedback regarding requirements, and make recommendations for target state enhancements.
Senior Manager, Life Operations
Global Atlantic Financial Group (formerly Aviva)
12.2011 - 01.2021
- Led the Life New Business Case Management Team, responsible for the new business process from application receipt, through issuance and policy delivery.
- Functional responsibility for call center, case management, complex changes and relationship management.
- Represented Life New Business for Agency/Brokerage meetings, driving operational support for agent onboarding, training, and relationship management.
- Collaborated with Quality Team leadership to define and implement an improved quality review process, identifying key audit points which aligned with compliance requirements.
- Monitored Code changes to ensure procedures remained compliant with all state regulations, changes were documented, and staff was properly trained.
- Collaborated with TPA leadership regarding projects, process changes, and development of administrative systems.
- Facilitated resolution of escalations with TPA partner, ensuring necessary procedure updates and coaching was completed.
- Developed, implemented, and led an improved relationship model between Sales and New Business, by creating Regional Case Manager roles, leading to improved support for sales partners, and an enhanced Agent experience.
- Created training for staff members specific to product launches, procedural enhancements, and team member onboarding.
- Collaborated with Legal and Compliance during state insurance audits, case review, and prepared business responses to audit inquiries.
Manager, Life New Business and Underwriting
Marsh and McClennan Companies (MMC)
05.2009 - 12.2011
- Led a team of Case Managers handling all aspects of the New Business and Underwriting process from the TPA perspective, supporting three Insurance Carriers.
- Hired, trained, and developed team members to focus on procedural guidelines, excellent customer service, and service level agreement adherence.
- Drafted responses for State Department of Insurance inquiries.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
Manager, Life Contact Center
Marsh and McClennan Companies (MMC)
05.2007 - 05.2009
- Led a team of Customer Service Representatives focused on Life New Business administrative activities.
- Oversight of team handling employee benefits questions regarding policy status inquiries, as well as in-force change processing activities, driving a solution minded approach to customer service.
Education
Bachelor’s Degree -
Iowa State University
Associate Degree -
Iowa Central Community College
Skills
- Customer Retention
- Strategic Thinking
- Relationship Building
- Department Oversight
- Issues Resolution
- Teamwork and Collaboration
- Employee Development
- Client Account Management
- Verbal and written communication
- Budget Control
- Team Leadership
- Operations Management
Industry Affiliations
Insured Retirement Institute (IRI) – Senior Steering Committee Member
Certification
Series 6 and 26 Registered (Supervising Principal)
FLMI
ACS
Timeline
Director of Annuity New Business and Relationship Management
Transamerica
08.2021 - Current
Transformation Lead - Transformation Management Office
Global Atlantic Financial Group (formerly Aviva)
01.2021 - 08.2021
Senior Manager, Life Operations
Global Atlantic Financial Group (formerly Aviva)
12.2011 - 01.2021
Manager, Life New Business and Underwriting
Marsh and McClennan Companies (MMC)
05.2009 - 12.2011
Manager, Life Contact Center
Marsh and McClennan Companies (MMC)
05.2007 - 05.2009
Bachelor’s Degree -
Iowa State University
Associate Degree -
Iowa Central Community College
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