Familiar faces in new roles to begin 2021 are working to enhance our service to producer partners across the country. PHLY has named a new Chief Strategic Operations Officer as well as six new Senior Vice Presidents, two of which will be responsible for leading the brand new Northeast and South Territories.
Bob Pottle Promoted to Chief Strategic Operations Officer
The establishment of the new Chief Strategic Operations Officer (CSOO) position will "bring on a new age at PHLY," said President & CEO John Glomb.
Bob Pottle has been promoted to the new position and now holds the title of Executive Vice President and Chief Strategic Operations Officer. With a 34-year career at PHLY, Pottle most recently served as SVP of the Eastern Territory. The Chicago native also previously oversaw PHLY's North Central Region before being named SVP of the Midwest Territory in 2006.
In his new role, Pottle has four key initiatives:
Help strengthen collaboration between PHLY Marketing and Underwriting teams
Continue to enhance interactions with brokers and customers
Develop technologies that complement PHLY's strong relationships with our trading partners
Ensure consistency across the country, showing our commitment to "The PHLY Difference."
Consistency is a crucial part of Pottle's approach. "It's absolutely critical for us to have consistent execution in every region," Pottle said. "We must set high standards for engagement with our agents and brokers, and we need every region to live up to that high standard."
Additionally, Pottle aims to focus on PHLY's "ease of doing business" (EODB). EODB is already engrained in PHLY's company culture, indicated by our Net Promotor Score (NPS). NPS is a quantitative measure to determine customer satisfaction. In 2020, PHLY hit an all-time high NPS score of 67.
To continue improving EODB, the Company plans to invest in technologies, such as PHLY's customer portal and mobile app.
"But EODB isn't just about technology; it's about our most important asset - our people," Pottle said. "No amount of technology will ever supersede the importance of the relationship between our customers and TEAMPHLY. Any investments we make in technology will be made to enhance that relationship - not replace it."
Territory Split to Enhance Agent Relations
PHLY has re-aligned to better serve the needs of our agents and customers. The former Eastern Territory is now split into the Northeast and South Territories (see map below). Bill Misita has been promoted to SVP for the Northeast Territory, while Brent Kruse has been promoted to SVP for the South Territory. Misita and Kruse previously led regions as Regional Vice President and have both been with the Company for over 20 years. They know what makes PHLY special.
We focus on relationships.
"We build long-lasting and trusting business partnerships," said Brian O'Reilly, Executive Vice President and Chief Marketing Officer. "We think the territory split will help us enhance both our service and customer loyalty."
The split has provided exciting momentum for PHLY as we continue into 2021. We look forward to the positive impact these changes will bring.
