SVP and Chief Operating Officer
Michelle joined Banner Life Insurance Company and William Penn Life Insurance Company of New York (the Banner Life family of companies) in 2022 and serves as Senior Vice President and Chief Operating Officer. Michelle leads the underwriting and operations functions for the business and is transforming the service experience to be more efficient and effective, to better support more than one million customers and partners.In her role, Michelle oversees service delivery across the entire value chain, including underwriting, new business, licensing, commissions, reinsurance, in-force service, payment processing, and claims. She is recognized for her ability to lead large-scale transformations, achieve cost reductions, launch growth initiatives, deliver exceptional experiences, and build high-performing teams. With more than 35 years of experience in operations management, client servicing, and program management, Michelle has a proven track record of success across the financial services, healthcare, group benefits, property & casualty, and life insurance industries. Her areas of expertise include business and system integrations, mergers and acquisitions, divestitures, strategic goal development and execution, customer relationship management, and the creation of digital customer experiences.
Michelle joined the Banner Life family of companies from The Hartford Insurance Group where she was the Senior Vice President of Service Operations, responsible for the operations strategy and delivery of client services for Middle, Large, Global Specialty, Premium Audit, Billing and Licensing and Contracting operations. She improved customer experience in all channels using data and analytics, artificial intelligence and machine learning. Michelle designed an industry-leading premium audit model that transformed paper- and people-intensive processes to a digital experience and developed a comprehensive talent strategy to include new recruiting and hiring strategies, enhancing skills of existing staff and creating a new “future of work” model.
Michelle holds a Bachelor of Science in Business Administration with a specialization in Finance and a minor in Economics from Eastern Connecticut State University. She is a former member of the executive board of Insurance Innovation, a former board member of Our Piece of the Pie and is involved with multiple charitable organizations including the American Heart Association.