Urbana, MD, December 12, 2016 – Legal & General America has today announced the appointment of Jacquline L. Morales as senior vice president and chief operating officer.
Morales will be responsible for creating our vision and driving operational excellence to develop new capabilities that support organizational growth and significantly improve LGA’s business and financial results and its customer experience.
She will work collaboratively with Bernie Hickman, chief executive officer of Legal & General Insurance, in the attainment of profitable business performance by ensuring the optimization of day-to-day operations. Morales will direct all aspects of LGA’s operations infrastructure, responsible for the achievement of short-term and long-term financial and operational goals for Underwriting, Administrative Services, and Information Technology. Sharon Jenkins, Eric Lester, and Randy Binger will report to her.
In a new initiative for LGA, Morales will drive process changes across our company to improve performance and other vital measures that maximize customer satisfaction and deliver competitive advantage. She will develop and execute quarterly Net Promoter Score (NPS) improvement goals.
According to LGA's Executive Committee (Jim Galli, Drew Love, and Barbara Esau), Morales is a good fit because of LGA's plans to reach customers through diverse distribution channels where diversity means resiliency. LGA is broadening the digital experience. It calls for reinvention and LGA wants to be leading that effort. LGA is not retreating from brokerage and plans to spur growth in that channel through underwriting, admin services, and digital efficiencies.
Says Morales: “The insurance industry is such an important part of the financial security of millions of Americans and I have had the privilege of having this be my life's work. I am very excited to join the team at LGA as we optimistically focus on an innovative and customer-centric future."
About Jackie Morales
Morales has more than 20-years’ experience as a life insurance executive. She has worked for Americo Life, UICI, and Lincoln Financial Group. In 2007, she assumed responsibility for annuity service operations as senior vice president at AXA. She was promoted in 2012 to managing director of life operations where her staff totaled more than 700. Her leadership position included new business, the call center, claims, inforce underwriting and processing as well as business and shared services. She was the primary business partner for data analytics, provided direction for $60M in systems hardware and software upgrades, and oversaw the first completely paperless "agent to customer" experience. Morales successfully transitioned the MONY/MLOA Operations from AXA to Protective Life. She has an MBA from Southern Methodist University.
Morales will be relocating to Maryland. Her start date is December 12, 2016. She can be reached at jmorales@LGAmerica.com.