Ben Khemmich

Experience

• 

  John Hancock

  Feb 2007 - now

  1. Oversee the management and security of safe access accounts for life insurance policyholders.2. Develop and implement strategies to ensure secure, efficient access to policy information for customers.3. Establish and enforce policies for account security, including authentication protocols and access controls.4. Lead initiatives to enhance digital security measures, protecting against unauthorized access and data breaches.5. Coordinate with IT and cybersecurity teams to monitor and address security threats and vulnerabilities.6. Ensure compliance with regulatory requirements related to data protection and privacy in the financial services industry.7. Provide leadership and guidance to the team responsible for account management and customer support.8. Analyze customer feedback and usage data to identify areas for improvement in account access and security.9. Develop training programs for staff on security best practices and customer service excellence.10. Foster relationships with key stakeholders across the organization to support cross-functional initiatives related to life insurance accounts.11. Stay informed about technological advancements and industry trends in digital security and account management.12. Manage budget and resources allocated for the maintenance and enhancement of safe access account systems. Show less 1. Assess and document the data architecture of all 17 legacy systems.2. Identify and map data overlaps and discrepancies between the systems.3. Develop a comprehensive data remediation plan, including timelines and milestones.4. Lead the design and implementation of data cleansing, validation, and consolidation strategies.5. Coordinate with IT and business stakeholders to ensure data integrity and compliance with regulatory standards.6. Oversee the migration of data from legacy systems to the new unified system.7. Implement data quality controls to ensure accuracy and consistency during and after the migration.8. Facilitate training sessions for team members on new data management practices and tools.9. Monitor the progress of the data remediation efforts, adjusting plans as necessary to meet project deadlines.10. Communicate regularly with project stakeholders to provide updates and resolve any data-related issues. Show less 1. Oversee daily operations of the life insurance and long-term care (LTC) death claim call center.2. Ensure the call center meets service levels, key performance indicators (KPIs), and compliance standards.3. Develop and implement policies and procedures to maximize efficiency and quality of customer service.4. Manage, train, and evaluate call center staff, fostering a supportive and productive work environment.5. Coordinate with IT, legal, and compliance departments to ensure systems and processes adhere to regulatory requirements.6. Handle complex customer complaints and issues, providing resolutions in a timely and empathetic manner.7. Analyze call center data to identify trends, forecast demand, and implement improvements.8. Collaborate with other departments to streamline claim processes and enhance customer experience.9. Monitor and manage the department's budget, including forecasting and cost control.10. Stay updated on industry trends, regulatory changes, and best practices in life insurance and LTC claims management. Show less Accountable to manage, develop and motivate a team to ensure the delivery of high quality service while understanding the appropriate compliance framework and service levels.1. Make decisions regarding employment, compensation & related personnel actions2. Gather and participate in business requirements3. Allow for and contribute needed resources; coordinate work efforts as necessary; monitor progress; provide clear direction and communicate priorities; focus on key metrics and the achievement of short-term objectives 4. Create an atmosphere in which timely and high-quality information is available; convey information clearly and effectively5. Set clear performance expectations; prepare effective performance plans and reward people for good performance; step forward to address difficult issues6. Provide staff with on-going performance feedback on service, quality and productivity 7. Assess strengths and development needs of staff; allocate time and resources for development; provide coaching in order to cultivate personal accountability and ownership; ensure that each staff member has an active development plan Show less 1. Run Complex Individual & Census Illustrations2. Investigate and resolve complex business needs/issues that arise within critical turnaround times 3. Serve as primary contact & support for large distribution partners 4. Conduct advanced, complex data & product analysis; Financial processing, distributing, reporting5. Assist Producers with Post Issue product questions, website assistance and prepare basic to advanced illustrations in a timely and accurate fashion.6. Responsible for Issue, Reissue and Term conversion for M Coli New Business Via McCamish. Show less

  • Director of Operations

    May 2022 - now

  • Director of Operations

    Jul 2018 - May 2022

  • Director of Operations

    Sept 2015 - Jul 2018

  • Operations Manager

    Nov 2011 - Sept 2015

  • Senior Consultant, Coli & Single Life - Specialty Products

    Sept 2009 - Oct 2011

  • M service liaison

    Feb 2007 - Sept 2009