006: Enhancing the customer journey through strategic partnerships with Michelle Taylor

In this episode of MGAA Conversations, host Mike Keating interviews Michelle Taylor, Director of Strategic Accounts at Aviva. Michelle discusses her role in maintaining and expanding strategic relationships, her transition back to Aviva from Zurich, and the changing landscape within the organisation. She highlights the importance of responsiveness, visibility, and execution in delivering excellent broker service. Additionally, Michelle touches on the evolving market dynamics involving MGAs, their growing significance, and the need for collaboration to enhance service delivery. She also shares valuable advice for women in the insurance industry, emphasising the importance of building a network, being authentic, and continuously learning.

 

Key Quote
"Be comfortable with what your skills are, what your strength is and get somebody to tell you what they think they are. Because sometimes you won't know what they are. Or they're things that you think you're not very good at. Someone's going to tell you you're amazing at. So, I think asking for feedback and Dave's probably been great in that. He's probably made me do different changes in my career that I didn't even know I wanted to do." Michelle Taylor

 

Quotes

“So okay, have we got this right? So, our strategies, we need to be visible, we need to be responsive, and we need to execute. It's really simple. But what we've done is we're not just saying that we've got actions behind each of those headings, right? So, for us, what does visibility really look like? What does it mean? So, for us, is that face to face?” Michelle Taylor

“It's all great having a strategy, but we've got really clear actions that we measure, and we monitor.” Michelle Taylor

“Just get comfortable with yourself, right? Knowing who you are, being really self-aware, getting comfortable who it is, and just turn up and be that person every day. And don't let anybody say you need to be somebody else.” Michelle Taylor

“So being brave, being yourself, being authentic, asking for help, having a network and. Having a conversation. I think we have a part to play in making this, everybody know this could be a fantastic career. And I will literally speak to any women who wants to have a chat with me about how I did it, how I can help them.” Michelle Taylor

 

Resources:

https://connect.avivab2b.co.uk/broker/

 

About the Guest

Michelle Taylor is the Director of Strategic Accounts at Aviva, one of the UK's largest insurance companies. She has recently returned to Aviva after what she jokingly calls a "10-year sabbatical" working elsewhere in the industry, including a stint at Zurich.

Michelle is passionate about implementing Aviva's strategy of being visible, responsive, and executing flawlessly in their broker relationships as well as developing new propositions for Aviva's strategic broker relationships.

Michell is an experienced leader who is committed to improving the insurance industry, particularly in areas of service, relationships, and diversity.

Michelle’s LinkedIn Profile: https://www.linkedin.com/in/michelle-taylor-8a96084/

 

About the Host:

Mike's extensive expertise in the insurance sector has allowed him to witness and adapt to the dynamic shifts within the industry. Throughout his 40 year career, he has navigated the traditional realms of insurers, brokers, and MGAs (Managing General Agents) across both Commercial and Personal Lines markets.

He has held Executive positions at AXA, Midas, UK General and most recently Insurtech start up Qlaims before becoming Chief Executive Officer at the MGAA in September 2020. 

Mike is excited about the new MGAA podcast series, which aims to showcase key figures in the UK insurance industry and beyond, providing insight into the challenges and opportunities that the MGA industry encounters.

Mike's LinkedIn Profile: https://www.linkedin.com/in/michael-keating-230b8424/