Head of Service Delivery

Publicly Traded Insurance Company
Hire a Successor for the Chief Customer Service Officer
Role Focus
Own and drive the delivery of customer experience to Life, Annuity, and VUL inforce customers and beneficiaries
Total Placements with this client

Head of Service Delivery – Succession Hire for the Chief Customer Officer

A Life Insurance Company headquartered in the South with more than 3,200 employees, annual revenues of $6.5 billion and assets of $127 billion was seeking a successor for the Chief Customer Officer, who was being promoted to Chief Operating Officer.

The client needed an executive search firm with a deep specialization and understanding of the leadership landscape not only for the life insurance industry, but across financial services, as the sector experience was critical based on significant interaction required with key leaders in Product, Underwriting, Finance, IT, Legal/Compliance, and other areas of Operations.

The position also required relocation to the South, and the firm ultimately chose to retain SLATE based on our specific focus working with clients in smaller market cities, our reputation in the financial services and insurance industry, and our success placing executives in the customer experience function.

“I’m so pleased with our result! With the difficulty of this search, and of finding someone to relocate here, my biggest concern was the timing. Not only did SLATE deliver a very well qualified set of candidates that we never would have found on our own, they did it quickly. We were able to hire an AMAZING, under the radar executive for this role well within the deadlines we had set for ourselves”

This position manages a multi-level, multi-site, cross-LOB team (~4.5M inforce customers, ~85,000 beneficiaries, ~600 employees, +100 contractors, ~$50M budget), responsible for driving the delivery of customer experience to Life, Annuity, and VUL inforce customers and beneficiaries. As a key member of the Customer Experience leadership team, the incumbent was to drive customer engagement, employee engagement and operational scale.

We tailored the search to provide a clear and complete picture of appropriate operational leadership talent not only in the insurance industry, but also among all the adjacent sectors of financial services (for example, the retirement plan business, and the health insurance sector).

Already armed with a significant amount of intel from decades of relationships with operational leaders, we were able to quickly move through the market, taking a “top down” relationship-based referencing approach, coupled with a “bottom up” full market outreach approach. This led us to quickly understand who the best possible candidates were, and how best to represent the firm and the opportunity to them, resulting in the perfect candidate, who was ultimately hired.

Southern Focus

From Chattanooga to New Orleans, we value the distinct Southern charm and a face-to-face conversation. We combine the art of conversation with the science of analytics to find the right fit at your firm.

Tell us what’s on your mind. We’ll use our extensive network and cutting-edge technology to find the best solution for you.

Andre Arbelaez
Strategic Advisor

Andre Arbelaez is a global technology executive and a leader in the hispanic community as the President & CEO of the Hispanic C-Suite Corporate Council (HC3), a non-profit organization focused on the promotion, advocacy, connectivity and development of the hispanic executive. 

Named by Latino Leaders magazine as a “Technology Diversity Guru”,  Andre is a frequent speaker on technology, diversity and inclusion as well as Smart Cities and has spoken at events from the White House to the United Nations headquarters. He serves as Oakland University’s (Rochester, Michigan) Chairman of the Advisory Board for the Information and Decision Sciences Department. 

He also serves on the Board of Directors of iWorker Innovations, a Michigan company driving equality and designing benefits tailored to America’s fast-growing independent workforce. Andre has had global technology executive roles with Globant, Argentina’s largest technology firm and Softtek USA, Mexico’s largest private nearshore firm, as their SVP and Chief Strategy Officer. 

He also has served in leadership roles in global business development with T-Systems and Covisint LLC, the automotive global portal owned by General Motors, Ford, DaimlerChrysler, PSA and Renault. Andre received the 2018 Maestro Award in Leadership in August, 2018 and was named one of the “101 Most Influential Latino Leaders in 2017” by Latino Leaders Magazine. He received the 2016 Alumni of the Year award from Northwood University in Midland, Michigan.

Matt Huffman
Managing Partner

Matt is the Managing Partner of SLATE and is fully focused on all aspects of financial services and industrial manufacturing at the board and executive level.  For over 20 years, he has designed and executed talent acquisition strategies for financial services firms ranging from Banks and Wealth Management firms, to Global Asset Managers and Insurance companies.  SLATE was founded by Matt in 2016 and exists to serve premier financial services firms in the Heartland, and in smaller market cities across the country.

His corporate experience includes building and leading the executive recruiting function for the corporate headquarters of Edward Jones, one of the largest wealth management firms in the country.  In this role he worked with the firm’s management committee on hiring strategy and succession planning, led and executed executive searches across the entire platform, and represented Edward Jones to the executive talent marketplace. 

Prior to joining Edward Jones, Matt spent 11 years working in the Global Capital Markets as a retained executive recruiter specializing in Investment Banking, Research, Sales and Trading and Institutional Asset Management.

Mr. Huffman holds a Bachelor of Science Degree in Business Administration from Maryville University of St. Louis, MO and is licensed as a Registered General Securities Representative, Series 7.

leonard mcLaughlin

Leonard McLaughlin, a Partner at SLATE, is a renowned expert in diversity recruiting within consumer and commercial financial services, industrial manufacturing, and healthcare. Since joining SLATE in 2023, Leonard has been instrumental in spearheading our mission to promote diversity, equity, and inclusion. With an outstanding track record of accomplishments, he has held influential positions as Chief Diversity Officer of the Federal Reserve Bank of Chicago, Gallagher, and Mr. Cooper Group.

Throughout his career, Leonard has led strategic initiatives to attract, retain, and advance diverse talent while fostering an inclusive workplace. Notably, he has pioneered groundbreaking diversity, equity, and inclusion (DEI) initiatives at multiple organizations.

As President of Aon Cornerstone Solutions, Leonard revolutionized the professional services landscape by establishing an exclusive network of exceptional minority and women-owned businesses for clients. Under his leadership, this initiative grew from a start-up to a full-fledged division, forging strong partnerships with minority businesses and bolstering diversity recruitment efforts.

Leonard’s extensive knowledge and remarkable achievements in diversity recruitment have established him as a recognized authority in the field. By leveraging his expertise, SLATE continues to excel in connecting clients with the highest caliber of diverse talent in the financial services industry. Leonard’s unwavering passion for driving diversity, equity, and inclusion, coupled with his unwavering commitment to delivering exceptional results, solidifies him as a leader in diversity recruitment.

Jonathan Allard
Senior Associate

Jonathan Allard, a Senior Associate at SLATE, has been an instrumental financial services and manufacturing specialist since joining the firm in January 2020. His expertise lies in successfully leading search engagements across various sectors, including banking, wealth management, private equity, asset management, insurance, annuity platforms, and family offices. Currently, he oversees all aspects of search execution, from relationship building to candidate placement.

Prior to SLATE, Jonathan spent six years as a private wealth advisor with Wells Fargo Advisors and Edward Jones. His career was defined by leveraging nationwide banking and advisory relationships, specializing in a range of functions. This included crafting tailored portfolios for individuals and small businesses, as well as addressing Private Banking needs for major insurance companies and Wealth Management firms.

Mr. Allard holds Bachelor of Science Degrees in both Accounting and Finance from Southern Illinois University, Carbondale, IL.