24 CEO MONTHLY / GLOBAL CEO EXCELLENCE AWARDS 2021 , May21272 Most Influential Insurance CEO (Southeast Asia): Sally O’Hara Krungthai-AXA Life Insurance PCL has gained an impressive reputation as a leader in life insurance protection. In Thailand, there are few finer. This is due, in no small part, to the tireless work of its CEO, Sally O’Hara. Her drive and tenacity has ensured she has achieved incredible success in CEO Monthly’s Global CEO Excellence Awards. We dig a little deeper in the firm, and into her personal history, to find out more. Established in 1997, Krungthai-AXA Life (KTAXA) is a joint venture between Krungthai Bank PCL., the largest state-owned bank in Thailand and the AXA Group, global financial protection and asset-management specialists. For the people of Thailand, the organization has gained an impressive reputation for excellence in its products and services, its payer to partner strategy and joint venture with Krungthai Bank. Over the last few years, the company has transitioned from a payer of claims to a long-term, trusted partner. It’s a change that has been guided and overseen by CEO Sally O’Hara. Sally hails from Australia, but has lived and worked in Thailand for the last twenty years. For the last three, she has led the team from KTAXA. Throughout her career, she has held multiple senior executive roles across various functions, including Chief Agency Officer, Chief Officer - Operations and Chief Marketing Officer allowing her a unique insight into the operation of a large business, and an understanding that has put her in good stead for the work to come. Over the years, Sally has come to understand the Thailand insurance industry well. It’s an incredibly dynamic market, in a still growing economy. The penetration rate is relatively low, but awareness of insurance needs is increasing amongst the Thai population, as medical costs rise. Since the COVID-19 pandemic first started, customers have seen the value in good quality health insurance. Many people are also recognizing that there are strong tax benefits from getting a life or health insurance policy, so that will also help grow the market. The achievements she has been able to accomplish in her position are due to the strong values of the company, namely putting the customer first, having integrity, courage and making the case for One AXA. The team that Sally manages is incredibly diverse, reflecting the world that many of us live in. Many employees are from the LGBT community, with the inclusive environment fostering a culture of innovation and creativity. Sally’s leadership style is equally inclusive and collaborative, so that every voice can be heard. The approach she champions is one which embraces the collective and this has allowed her to see some fantastic results. One of the biggest changes that Sally has made to the business is in her exploration of how technology can play a role in what the business does. iHealthy, for example, is KTAXA’s most comprehensive and bestselling health product, and the company recently launched iLink, a hybrid product offering both protection and investment as well. The team’s sound digital transformation strategy has allowed for the introduction of many initiatives such as EMMA, Big Data, Telehealth and Telemedicine. These ultimately provide a smoother and more efficient customer experience. Over the last few years, the company has also invested significantly in technology for 16,000 agents, through the provision of platforms such as Advisor Zone, Perfect Advice and Digital Remote Selling which promote professionalism and enhance the customer’s experience. For Sally, the work she has done at KTAXA is incredibly satisfying, but far from over. She wants KTAXA to be a name synonymous with customer experience excellence and sustainability and to be the number one employer of choice in Thailand. With so many talented and passionate people behind her vision, it’s hard to see what could stand in her way! Company: Krungthai-AXA Life Insurance PCL Name: Sukanya Isaranuwatchai Email: Sukanya.isa @krungthai-axa.co.th
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