"Max Mouwen appointed new CEO ANVA," headlined the news release distributed in late November 2021. Together with Justin Schlee as Chief Product Owner (CPO), Max will form ANVA's executive team as of December 1, 2021. But how does he actually like this? What has he noticed over the past six months? How does he look ahead to the coming months and years?
Max started his career studying business administration and has worked for several banks and an insurer. In recent years he has focused mainly on innovation and business development, was involved in the start of e-commerce and internet banking. From various positions he increasingly focused on business transformations, in which digitalization was often the trigger. In his own words, he is not a "hard core IT guy", but rather focuses on the surrounding business context and its significance for customers and society.
"To be successful as people, we focus on craftsmanship, learning ability and interpersonal skills," starts Max. "To make an organization successful, meaning is also very important. You derive meaning not only from the past, but also from what customers expect from you and what the trends are within and outside the industry. You want to respond to future needs, which arises from trends. Of course, this does not mean that we within ANVA no longer have to meet current customer needs. Certainly not! In fact, that's where the biggest priority and challenge for ANVA is right now".
Indeed, the powerful ANVA Backoffice software used by many offices has brought much to the insurance industry in recent years. At the same time, the Backoffice also directly represents the biggest challenge in terms of software. Max: "The many customer versions built in the past from a very good intention are now creating our gridlock. Every customer quite rightly considers himself unique. But if we don't move toward configured standardization now, we simply won't be able to modernize in the long run."
To achieve this configured standardization, ANVA plans to reduce the number of versions of the Backoffice. "We already have a lot of experience with new technology, that's the good news. In recent years we have invested heavily in a data warehouse and now we are working according to an open API strategy. Of course according to a controlled model, so that not just anyone can access the data. Together with our customers and partners we will shape the renewal. To this end, we will set up our partner model even more effectively and efficiently. This will allow us to discover how we can make it even easier and better for our customers. Moreover, we will attract and train new colleagues to strengthen our Back Office and we ask the willingness to go back from all kinds of customization to more configured standardization. Loose customization is simply not of this time and cannot be sustained," said Max.
He continues: "Of course we will do our best to make each customer unique on the map, but under the hood we will start working toward configured standardization. The Backoffice is only future-proof if we make our renewal available on the latest version. That means we need to make sure that this version is of good quality, which will build trust among our customers to always want to work on the latest version. The application renewal and cloud based approach will bring about more intensive contact with our customers.
Even though the ANVA Back Office has been around for 27 years, Max still sees it as the engine of ANVA. "It's hugely important and powerful. Millions of policies are processed at lightning speed. That is precisely why it is important to start the renewal at the Backoffice." Of course, ANVA is tackling this improvement project together with customers and several industry peers.
Major shareholder Adfiz's mission is to make and keep the Netherlands financially healthy. Max agrees with that very much. "I think ANVA should take an emphatic role in that. We already do, by providing an important platform which helps intermediaries to give good insurance advice." However, the need for financial advice among organizations and consumers is great and will grow even more in the coming years. Those (individuals and organizations) who need the advice the most are unable and/or unwilling to pay for it. Therefore, the role of intermediaries will certainly remain very important for the next decade. "In my view, political Netherlands and the associated regulations must start creating the conditions so that it can also be used by everyone. Digitalization is a very important key in this. If that succeeds, ANVA can contribute to making financial advice more easily and cheaply available, of which dealing with risks is and will naturally remain an important part," Max concludes.
