Steve Murphy

Senior Practice Director

Steve Murphy is an experienced strategic leader with demonstrated operational acumen and a history of success delivering significant measurable outcomes. He has a proven ability to analyze processes and trends to deliver innovative sales and service solutions ensuring optimal outcomes and customer satisfaction. He is adept at leading large teams to achieve business goals while also enhancing employee engagement. He brings a depth of experience and valuable knowledge in operational efficiency, call center management, continuous quality improvement, strategic planning, and operational redesign in the insurance industry.

Prior to joining Nolan, Steve was Vice President, Performance Optimization at Horace Mann where he established and executed critical priorities with a dynamic team in a fast-paced environment to support the integration of the NTA acquisition. Prior to that he was President, NTA Life Management and Chief Marketing Officer and Vice President, NTA Life. Prior to his work with Horace Mann and NTA he was a Principal Consultant with The Nolan Company where he led major projects in operations management, operational efficiency, process design, call center management and design, continuous quality improvement, agency management, compensation design, strategic planning, organizational design, and operational redesign.

Among Steve’s major project experiences/accomplishments:

  • Developed and staffed an Optimization function that leveraged cross-functional partnerships to redesign processes, improve efficiencies, and reduce expenses by over $20,000,000.
  • Lead an initiative to redesign the premium services functions into a centralized cross-trained function which eliminated all backlogs and reduced customer billing complaints by 80% while reducing expenses by $2,000,000.
  • Lead a 300+ agent field force with over $25,000,000 in annual sales to grow a $135,000,000 book of business.
  • Developed and executed a persistency improvement program that delivered a 20% improvement in first-year persistency.
  • Streamlined agency operations to eliminate non-value-added functions while focusing on improving agent support and development.
  • Collaborated with operations leadership to redesign the end-to-end back-office functions for insurance operations and introduced a performance metrics package to sustain effective and efficient delivery which resulted in NTA being a perennial Ward’s 50 selection.