Meet the Team – Ryan Chen – Head of Commercial Value and Retention

Get to know ... 

Ryan Chen
Head of Commercial Value and Retention

What is your role at TAL?

As the Head of Commercial Value and Retention at TAL, I have the privilege of leading a team that’s focused on making a real difference for both our customers and our adviser partners – a role that is both dynamic and rewarding.

For me, it’s all about striking the balance between affordability and sustainability in the premiums we offer, and we are committed to designing product propositions that meet advisers’ unique needs while maintaining long-term viability.

What I love about my role is the way we use data and historical insights to inform our retention initiatives. By taking a data-driven approach, we are able to personalise our services to help people keep their valuable cover for longer. This also enables us to build deep, lasting relationships with both our customers and advisers, so they feel valued and supported at every stage of their journey with TAL.

What is your professional background?

With nearly two decades of experience in the life insurance industry, I’ve worked across a wide range of areas, including pricing, product development, health and wellness initiatives, customer engagement, and data analytics.

Throughout my career, I’ve been fortunate enough to collaborate with brilliant professionals from diverse parts of the business. This has not only sharpened my technical skills but also deepened my understanding of the evolving needs and challenges that customers and advisers face every day.

What role do you play in helping to support advisers to deliver value for their clients?

My team and I are deeply invested in providing advisers with the tools and resources they need to thrive. One of the ways we do this is by pricing our products in a way that is both competitive and delivers long-term value.

In terms of retention, we leverage the richness of our data to run highly targeted and personalised campaigns. By delivering these services at the right time and in the right way, we’re committed to making it easier for advisers to support their clients manage their insurance needs effectively.

What are you most excited about in your role for the coming 12 months?

The next 12 months are exciting - we’ve made incredible strides in our digital capabilities and self-service offerings, and there will be more opportunities to further leverage these innovations.

The integration of advanced digital tools allows us to streamline processes, reduce admin burden and ultimately make it easier for advisers to do business with us. It also gives us the opportunity to offer retention solutions that are more relevant and timely than ever before.

I’m particularly passionate about how these advancements will help advisers better manage premium affordability for their customers, making insurance more accessible. There’s so much potential for collaboration and growth, and I’m really looking forward to seeing the impact we can make together.

How do you think your role will evolve over the coming years as the industry changes?

As the industry evolves, so too will my role. The core of what I do however – supporting our advisers through innovative products, pricing, and retention services – will always remain the same.

I anticipate that the tools and methods we use to deliver these services will become far more sophisticated. The ongoing development of technology, AI, and data analytics will allow us to be more agile in how we deliver value. We will be able to anticipate customer needs with greater accuracy, make smarter decisions, and implement strategies more efficiently.

My goal is to ensure that we stay ahead of these changes and continue to support our advisers and customers in the most effective way possible, no matter how the industry evolves.

Tell us something that’s guaranteed to brighten your day (what’s something that made you smile recently?)

I have a huge sweet tooth – especially when it comes to a perfectly baked pastry. Of course, I balance this out with a healthy lifestyle, but a little sweet moment is something I look forward to every now and then. It's the simple pleasures that can really brighten your day, don’t you think?