“The best leaders do not just improve processes; they elevate the identity, standards and long-term value of the profession itself.”
Damien Gallagher, Executive General Manager, CX and Growth at CGU and WFI, believes the future of insurance will not be shaped by efficiency alone, but by leaders who understand people better than systems do.
As automation reshapes the work, he says the focus is shifting from products and processes to human judgement and capability raising an important question: is the industry doing enough to strengthen professionalism for the future?
In this podcast, Gallagher reflects on his journey from financial services into insurance leadership, challenging traditional career pathways and industry thinking.
From building a purpose-led approach to financial planning to stepping into insurance without a conventional apprenticeship, his experience highlights the power of curiosity and customer insight.
Take me to the Business Made Personal website
Meet the host: Mark Silveira
B.Bus (Ins), Cert Mgt
Mark Silveira is an experienced Presenter, Master of Ceremonies and an insurance professional with over 40 years in the business. His understanding of the insurance landscape enables him to ask the pertinent questions of podcast guests to assist those listening to learn from and advance their own careers.
Business Background:
- Managing Director of The Lionheart Group – consulting service to the financial services sector
- Head of Sales – TravelCard real-time travel insurance
- General Manager – Coveright Insurance Brokers
- National Marketing Director – Steamatic disaster restoration and recovery
- Chief Executive Officer – AFMA IAAA insurance authorised representative group
- General Manager – Steadfast insurance broking group
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