Asteron shuffles leadership team
Asteron Life has realigned its leadership team as part of its strategy to focus on retention.
Thursday, November 21st 2013, 1:48PM
It says the move is designed to complement the relationship that advisers have with customers.
David Carter, Managing Director of Asteron Life, said all appointments hadbeen filled from Asteron Life’s current executive team. “We’re fortunate to have a very strong leadership team with a lot of bench strength. They have played a key role in shaping Asteron Life over the last couple of years. My focus is to continue with this bench strength as we move our strategy to the next level”.
Carter said the changes had been triggered by the need to address industry issues and place customers at the centre of the offer.
“We are all aware that our industry is facing sustainability issues. The recent FSC results have reinforced this. We need to work together to address it. Advisers are an important part of Asteron Life’s business model, and customers are too. At our roadshow in July, we talked about our strategy to put the customer at the forefront of what we do, and to work alongside advisers to retain existing customers. This realignment is a key part of that”.
Don Allerston has been directly appointed to the newly created role of Executive Manager, Customer Strategy and Brand. “Over the past two years, Don has taken a leading role in driving the evolution of our product offer and brand re-launch. He’s brought some innovative, market orientated thinking in that space. In line with our strategic focus, Don will now lead our customer activity, work with our various stakeholders to deliver sustainable retention solutions and continue with the good work we’ve been doing with our brand.”
Gail Saipani has been directly appointed to the newly created role of Executive Manager, Customer Experience. Saipani has played a key role in developing Asteron Life’s call centre into a multi-functional contact hub for advisers and customers over the last seven years, and “brings some market-leading skills in this area” says Carter. “Our call centre customer satisfaction has been consistently high under Gail’s tenure. We listen and act based on customer and adviser feedback, and we’re constantly looking at ways we can improve further. Gail’s new appointment is part of that.”
Nadine Tereora has been directly appointed to the newly created role of Executive Manager Underwriting, Claims and Product. “Nadine is highly experienced in managing the customer insurance offer at a strategic level and has already introduced some key innovations in claims and underwriting since she joined Asteron Life last year. We signalled at our July roadshow that we want to continue to focus on developing sustainable solutions for customers and advisers, and aligning all elements of the operational offer is part of that,” said Carter.
Mark Frecklington will continue to head adviser distribution in his role as Executive Manager, Intermediated Sales. “Retaining customers and ensuring they have access to sustainable cover is not a new issue in our industry” said Carter. “We all share the issue and we all need to work together as an industry to make changes to ensure we are sustainable in the future”.
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