Michael Skeens has been promoted to the newly created position of chief operations officer at Tower Insurance, effective immediately, the company’s chief executive, Paul Johnston, announced in a statement on Monday.
Skeens joined Tower in 2024 and was most recently head of customer contact centre, responsible for leading customer sales and service, and scaling up the insurer’s Fiji operations. He transitioned through various leadership positions across aviation, technology, and business process outsourcing during a career spanning more than 20 years.
In his new role, Skeens will be responsible for leading Tower’s operational hubs, teams, systems, and processes.
The internal promotion reflects Tower’s focus on developing and advancing its talent, according to Johnston.
“Mike has a strong track record of leading change in complex, customer-focused environments, and I’m delighted to welcome him to the Tower executive. He is a values-led leader who creates a culture where people can do their best work for our customers”, he said.
“Under Mike’s leadership, we’ve strengthened our customer experience, expanded our service hub in Suva, and invested in a new AI-enabled contact centre – helping reduce call times by more than two and a half minutes on average over seven months,” Johnston added.
