Inside Zurich Programs
Our new Head of Programs: Eric Cittadino
On September 1, Eric Cittadino officially stepped into his new role as Head of Programs for Zurich North America, succeeding Denise Olson after her retirement (see accompanying article). Eric’s appointment assured a seamless transition, as he had been serving as the Strategic Business Unit Leader for Programs for several years. In that role, his duties included providing strategic and operational management to the CAT Excess & Surplus, Industry-focused and Unique Programs market baskets.
Eric brings over 20 years of organizational experience to his new role. He first joined Zurich in 2000, starting as an Underwriting Manager before serving as Construction Regional Vice President for the Midwest territory, then Chief of Staff for the former Alternative Markets business unit before assuming the role of Strategic Business Unit Leader.
As Head of Programs, Eric joins the U.S. Middle Market Senior Leadership Team and provides insights and guidance to the overall management of the business unit.
In announcing Eric’s appointment, Alex Wells, Head of U.S. Middle Market for Zurich North America, said, “With his strong leadership skills, extensive knowledge of the Programs business and 25+ years of underwriting expertise, Eric is uniquely positioned to drive continued success for the Programs business. He and I will work together to ensure a smooth and effective transition for our distribution partners, customers and employees.”
Our new Head of Programs: Eric Cittadino
Our new Head of Programs: Eric Cittadino
On September 1, Eric Cittadino officially stepped into his new role as Head of Programs for Zurich North America, succeeding Denise Olson after her retirement (see accompanying article). Eric’s appointment assured a seamless transition, as he had been serving as the Strategic Business Unit Leader for Programs for several years. In that role, his duties included providing strategic and operational management to the CAT Excess & Surplus, Industry-focused and Unique Programs market baskets.
Eric brings over 20 years of organizational experience to his new role. He first joined Zurich in 2000, starting as an Underwriting Manager before serving as Construction Regional Vice President for the Midwest territory, then Chief of Staff for the former Alternative Markets business unit before assuming the role of Strategic Business Unit Leader.
As Head of Programs, Eric joins the U.S. Middle Market Senior Leadership Team and provides insights and guidance to the overall management of the business unit.
In announcing Eric’s appointment, Alex Wells, Head of U.S. Middle Market for Zurich North America, said, “With his strong leadership skills, extensive knowledge of the Programs business and 25+ years of underwriting expertise, Eric is uniquely positioned to drive continued success for the Programs business. He and I will work together to ensure a smooth and effective transition for our distribution partners, customers and employees.”
Denise Olson retires from Zurich
This past September, Denise Olson retired as Head of Programs for Zurich North America, capping an impressive career of nearly two decades with the company. Though she did not take the reins at Programs until spring of 2022, Denise served many years helping Zurich build on its success through key leadership roles in underwriting, product development and actuarial capacities. As part of our Programs team leadership, she had previously served as Technical Director and Head of New Programs.
In announcing Denise’s retirement, Alex Wells, Head of U.S. Middle Market for Zurich North America, wrote:
“Her leadership and extensive knowledge of the Programs business have been instrumental in helping us to drive continued success despite a challenging marketplace. She has led the Programs team with a level of professionalism and grace that I deeply admire. She embodies the best of what it means to be a Zurich leader.”
Upon hearing of Denise’s retirement, many of her Zurich colleagues, in and outside of the Programs team, shared their thoughts:
“I am a better person, a better professional, and a better leader because of Denise. I want to thank her for all that she has done for me, all that she has done for our colleagues and distribution partners, and all that she has given to Zurich.” Ryan Whitney, Vice President, Programs and Distribution
“It has been a pleasure to work with Denise and learn from her these past few years. I want to express thanks for all she has brought to Zurich and those she’s worked with.” Rob Page, Director of Operations, Programs Support
“It has been such a pleasure working with Denise over the years. I have learned immensely from my discussions with her and I truly appreciate the time she has taken to educate me. She will be missed and I wish her all the best in her next life endeavor!” Steve Chochon, AVP, Program Manager
“I’ve truly enjoyed being able to learn from Denise over the past several years. She has always been so approachable and ready to share her knowledge. She has been an amazing leader and will be missed.” Amy McConnell, AVP, Program Manager
“Having had the privilege of working with Denise in a number of different capacities, I know I am a more compassionate leader because of those experiences. I appreciate everything she has given to Zurich the organization and all of her Zurich colleagues.” Lynn Zeitler, Head of Underwriting, U.S. Middle Market
Twice as nice: Zurich North America repeats Program Insurer of the Year win
Zurich honored again at Program Manager Conference & Awards.
For the second year in a row, Zurich North America was named Program Insurer of the Year at the Program Manager Conference & Awards ceremony. This year’s edition was held at the landmark Gotham Hall in Midtown Manhattan on May 17.
“Winning this award two years in a row is a real testament to the quality of our Programs portfolio and the long-standing relationships we’ve built,” said Denise Olson, serving as Head of Programs at the time of the event. “I’m truly in awe of the talent on our Programs team, our support team and within our Program Administrators.”
The honor reflected multiple accomplishments by the Zurich Programs team in 2022, including continued profitable growth of the business, hosting 2,000 attendees for Programs-focused continuing education courses, and generating almost 5,000 leads for our Program Administrators through ZProgramsMatch. Olson said that the judging committee had noted “the outstanding marketing support provided through ZProgramsMatch” as pivotal in Zurich’s repeat victory.
“I couldn’t be more proud of our team and all the colleagues who support us,” Olson said. “We will continue working harder than ever to help our PAs succeed.”
Denise Olson, former Head of Programs; Ryan Whitney, Vice President, Programs and Distribution; and Rosemarie Rogers, Programs Vice President, pose with their Program Insurer of the Year award.
Our Awards of Distinction for 2022
Each year, we honor top-performing Program Administrators who work with Zurich with our Awards of Distinction. These are given to PAs who have met or exceeded goals for profitability, gross written premium, loss ratio, and other financial, underwriting and compliance criteria. The Program Managers who work with the winning PAs are also recognized with a certificate acknowledging their contributions to this shared success. Three levels of achievement are recognized: Gold, Platinum and Pinnacle, with Pinnacle being the highest level.
All of this year’s winners were also honored at one of the three levels last year, proving the strength and consistency that helps us best serve our customers. Congratulations to all!
Here are the winners for 2022:
Pinnacle
Platinum
Gold
- US Assure – Builders Risk (Stacy Topf, Zurich Program Manager)
- Arrowhead General Insurance Agency – Forestry Program (Stacy Topf, Zurich Program Manager)
- MDP Programs – Historic Properties (Stacy Topf, Zurich Program Manager)
- Arrowhead General Insurance Agency – Difference in Conditions and Residential Earthquake (Carol Ulrich, Zurich Program Manager)
- Artex Risk Solutions – Workers’ Compensation for Professional Employer Organizations (Carol Ulrich, Zurich Program Manager)
Pinnacle
- US Assure – Builders Risk (Stacy Topf, Zurich Program Manager)
Platinum
- Arrowhead General Insurance Agency – Forestry Program (Stacy Topf, Zurich Program Manager)
- MDP Programs – Historic Properties (Stacy Topf, Zurich Program Manager)
Gold
- Arrowhead General Insurance Agency – Difference in Conditions and Residential Earthquake (Carol Ulrich, Zurich Program Manager)
- Artex Risk Solutions – Workers’ Compensation for Professional Employer Organizations (Carol Ulrich, Zurich Program Manager)
Here are the criteria for each honor level:
Pinnacle
Platinum
Gold
- Best-performing PA overall among all those who met the Platinum criteria
- Exceed plan gross written premium by 5% or more
- Loss ratio below plan by 1.5 points or more
- Underwriting review – effective
- Compliance review (if applicable) – effective
- Financial review – effective
- Meet gross written premium plan for the year
- Meet loss ratio plan for the year
- Underwriting review – effective
- Compliance review (if applicable) needs improvement with low-impact (minimal) recommendations
- Financial review – effective
- Profitability target met or exceeded
Pinnacle
- Best-performing PA overall among all those who met the Platinum criteria
Platinum
- Exceed plan gross written premium by 5% or more
- Loss ratio below plan by 1.5 points or more
- Underwriting review – effective
- Compliance review (if applicable) – effective
- Financial review – effective
Gold
- Meet gross written premium plan for the year
- Meet loss ratio plan for the year
- Underwriting review – effective
- Compliance review (if applicable) needs improvement with low-impact (minimal) recommendations
- Financial review – effective
- Profitability target met or exceeded
Thanks to Regina Sells in Internal Communications for contributing to this content.
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3 PROGRAM LEADER