Australia’s leading life insurer, TAL, is transforming its business to be truly customer focussed and has created a new business unit to centralise and align its various customer services functions and operations.
Current TAL executive Penny Coates has been appointed as the head of the new operating unit in the role of Chief Customer Service and Operations Officer.
Moving from the role of Chief People and Culture Officer, Ms Coates has a strong background in organisational change, business transformation and customer alignment.
TAL Group CEO and Managing Director Jim Minto said the new business unit will be crucial in helping the company continue its success in the face of changing consumer behaviours and a continuing uncertain economic climate both nationally and globally.
“Transforming our operating model to realign our business systems, processes and culture around our customers will allow TAL to continue to meet the emerging challenges of today and the future,” Mr Minto said.
Ms Coates said the TAL strategy centres around moving away from a transactional approach to building meaningful relationships with customers based on a deep understanding of their needs throughout their life stages.
“We are consolidating our service platforms and operations from across existing business divisions,” she said. “This will bring focus, efficiency and greater responsiveness to all parts of our business so we can deliver the services business partners and customers want, when and how they want it.”
Mr Minto said: “This is an exciting time for our business as we become truly customer focussed. We have grown to be Australia’s second biggest life insurer over recent years, but we must transform in order to meet changing consumer behaviour, market developments and to be truly customer centric.”