CHRIS PLUMLEY

SEASONED INSURANCE INDUSTRY LEADER WITH A HISTORY OF SUCCESS IN STRATEGIC AND OPERATIONAL ROLES—INCLUDING CHIEF STRATEGY OFFICER, CHIEF MARKETING OFFICER, CHIEF PRODUCT OFFICER, AND CHIEF COUNSEL—DRIVING GROWTH, INNOVATION, AND STAKEHOLDER VALUE. Comfortable operating across Canadian and International markets, with a demonstrated track record of successfully driving both market leading strategy and new business growth (40+ % CAGR). Ability to launch, scale and drive new insurance business, while delivering customer NPS above 70. Developed country leadership teams and built multiple cross-functional teams to support business expansion. Proven ability to develop and successfully execute a differentiated business/services strategy within highly competitive markets, delivering against targeted growth rates, while building out unique distribution & customer centric capabilities. Track record developing strong third-party business relationships that enable execution of complex and market leading protection programs. Comfortable across all insurance product lines. Owned legal, industry relations, litigation and complex claims for multiple top tier Insurers prior to taking on commercial leadership roles.

• Led development and implementation of a global expansion strategy for Rogers' leading Canadian mobile plan dealer from 5 to over 25 countries covering all continents; along with oversight of corporate capabilities development to handle B2B2C and D2C channel growth. Established new Sales Operation structures across Canada, Philippines, LATAM and India to support global business requirements. Shifted Philippines sales model from tele-sales to field sales to double new business volumes.
• Collaborated with Founders and CEO to launch a global eSIM data start-up, developing disruptive strategy, unique B2B2C value proposition and securing key distribution partners. Formed part of Business Development team responsible for securing leading Insurance Company, Visa and US based ISP to distribute eSIM memberships.
• Drove development and execution of regional (North Asia, Southeast Asia), country (existing and new entrant) and global client (Samsung/Home Credit) business plans across matrix organizations.
• Drove development and expansion of Sales Performance Management model across Asian countries to drive market leading retail sales conversion rates (managed sales performance across client’s distribution stakeholders). Sold SPM to Suning, China to deploy across >2,000 retail stores (+10,000 staff).
• Drove development and close of a $1bn localized OEM loyalty insurance solution that was unique to Japan’s mobile telco operators and delivered against all key client/OEM requirements including customer experience, profitability, revenue recognition and risk.
• Drove development and implementation of Taiwan’s digital product and service strategy resulting in innovative and collaborative insurance offerings via Mobile App for Travel Insurance, Auto Insurance, PA and Life Insurance to Taiwan Mobile’s customers (Taiwan’s 2nd largest mobile network operator)
• Developed a localized and rapid product/service innovation strategy for retail extended warranty services; adopted by BestBuy China and later by Suning (China’s largest Retailer)
• Drove post-merger product strategy and proposition alignment with clients/prospects establishing a market leading global device protection solution (accelerating business development)
• Developed new capital efficient and regulatory friendly insurance product construct in Canada for protection business, while generating business level ROC improvements of >40%
• Oversaw fraud management projects in Indonesia, Korea, India and others to monitor, identify and mitigate against abusive practices in the marketplace. Dynamic data modeling and analysis was conducted to benchmark practices vs actuarial assumptions to trigger early and extensive investigations. Key learnings were fed back into Distribution, Product, Administration, Claims and Legal teams to mitigate against future abuse. Fraud was negated and managed in all cases to meet targeted loss ratios.
• Financial Management
• Held daily & weekly stand-up meetings across all countries and global client teams to proactively drive business actions plans and achieve P&L targets
• Managed monthly business reviews for all countries and led regional monthly business reviews with all functional leaders to proactively monitor and drive business performance against plan (>40% CAGR)
• Established standardized P&L metrics/targets for all countries/clients in order to permit for our proactive monitoring and remediation of performance
• Established operational efficiency metrics that impacted P&L and business performance, which we reviewed monthly and/or weekly as required (e.g. traced frequency, severity, velocity, cost per service request across several key indicators such as by device type iOS vs Android)
• Talent Management and Staffing Strategy
• Reviewed and evaluated talent of existing regional teams spanning LATAM, Philippines and India to redeploy with global focus and accountabilities. Upgraded D2C marketing/advertising capabilities and upgraded Partnership SOPs and training. Immediate growth secured in new business orders (~25% MoM).
• Led in-country market revenue expansion through development of localized Business Development and Operational teams (>60 professionals and staff) while leveraging strategic partnerships and a global matrix support structure
• Developed and lead organizational repositioning strategy for China operations delivering material O/H expense reductions (>30% country savings) while maintaining market leadership position post transformation
• Led build-out of Product teams supporting top industry brands in Canada and Asia; launched multiple new solutions in markets, some of which are subject to patent
• Led and developed a high performing Legal and Compliance team that excelled in helping Canada’s largest companies operate within the hardening regulatory regime facing creditor insurance solutions (e.g. RBC and TD)
• Recruited, developed and retained top-performing talent across multiple jurisdictions; established deep professional relationships with key staff through investment of time to train and career development support (top annual employee engagement survey feedback across regions)
• Marketing and Communications Strategy:
• Oversight of CRM upgrade from Hubspot to Microsoft Dynamics, along with introduction of AI Agents to drive next generation of connectivity & conversion performance
• Oversight of Paid (Google/Meta) & Organic Marketing to drive leads and orders, along with CRM email, referral and re-marketing campaigns.
• Omnichannel (offline retail & digital) marketing plans developed across all B2B2C clients. Leveraging Sale Performance Management to optimize results (industry leading conversion rates across countries)
• Engaged Global Head of Samsung Care+ (we managed 14 countries) to review regional marketing plan performance monthly (with all countries and distribution channels benchmarked to draw attention/action).
• Adopted Tiktok challenges and WhatsApp/Messenger/Kakao communications to engage with distribution sales agents and key client stakeholders; aligned, promotions to align with client business targets (e.g. free Samsung Care+ with new device launches)
• Extensive market insights on customer experience (sales CX to optimize conversion and service NPS)
• Partner Strategy
• Developed Business Development Platform capturing and monitoring progress against the sales cycle of all targeted prospects (new business) and clients (upsell), and took active oversight of strategic sales opportunities throughout Asia. Established and executed relationship development plans with Asia’s largest mobile operators (KDDI, NTT DOCOMO, SKT, LGU+, China Unicom, and Taiwan Mobile), OEMs (Samsung and Apple) and retailers (Best Buy/Five Star, Suning, JD.com, Lotte and Japan Post)
• Established a track record of material deal closes with such strategic brands as SKT Korea, Samsung Korea, Best Buy/Five Star China, Fortress, Taiwan Mobile, China Unicom, China Telecom, Haier and Suning
• Developed and executed on a third-party consultancy plan for prospect development and C-Suite introductions in each of Greater China, Korea, Japan and Thailand
• Drove local relationships and fostered trust with key market intermediaries such as Brokers and local insurance companies to support market positioning and solutions development with targeted strategic clients (e.g. Aon/Marsh and local Korean insurers supported Samsung & SKT winning proposals)
• Legal & Compliance
• Managed high performing Insurance/Brokerage Legal teams in Canada and Asia. Was the Lead internal lawyer for ~10 M&A transactions for Manulife.
• Managed Compliance function for multiple Canadian regulated insurance and service companies (developed compliance training for business teams to navigate compliance risk); navigated compliance risks for Canada’s direct marketing and online insurance sales
• Managed Provincial Industry Relations function across Canadian provinces for multiple insurance companies; would meet with all provincial regulators to discuss product innovation opportunities and evolution of distribution licensing requirements. Represented insurers with CAFII and CLHIA.
• Performance Monitoring and Reporting
• Managed daily, weekly and monthly performance meetings against KPIs for functional, country and global client P&Ls; KPIs were aligned, monitored and managed for Sales (conversion metrics linked to incentives) and Service (customer NPS post service)
• Monthly Business Review reporting rolled-up to Quarterly Business Reviews internally and with clients. Client QBRs were important planning and engagement tools, while also being key to relationship development (engaging for dinner and socializing teams where possible).
• Value Chain Optimization
• Oversight and development of strategy to manage all product and service country risk within region through localized reinsurance solutions (direct risk placement via brokerages such as Aon and Marsh)
• Drove strategic development of Korean mobile device buyback, refurbish and data wipe services through both partnering and acquisitions within supply chain; permitting our repurpose of devices to Korea, Hong Kong and US
• Drove relocation and outsourcing of Customer Service, Administration and Claims functions from Beijing to Xian, China to meet and support hyper growth requirements. Overall transformation initiative resulted in ~40% operating expense improvement.
• Drove development and implementation of an outsourced and cloud-based IT front-end system to manage both Home Warranty sales and claims, which permitted innovative client/user experience models not available under legacy systems
• Introduced free mobile device Crack Screen insurance benefit to mitigate risk on larger mobile device swap program (reduced severity materially and improved overall program profitability)