Biography at a Glance
Lorene Gordon is an innovative business leader with over 25 years of experience re-engineering and driving organizational transformation to attain long term marketplace advantage in the insurance and financial services industries. She is skilled at organizational design strategy planning, customer experience and engagement, product development, sales and marketing, operational compliance and thought leadership.
Lorene has a strong reputation for successfully championing innovation solutions – through large scale strategic initiatives that strengthen customer experience, positively shape and impact organizational culture, and empower future leaders. She is highly regarded for her inspirational leadership, pragmatically managing risk, and ensuring alignment with diverse stakeholder needs and organizational objectives to deliver results.
As SVP, Chief Operations & Program Management Officer at Pacific Life Insurance Company, Retirement Solutions Division, Lorene has overall responsibility for the service and administration of all Retirement Solutions Division (RSD) lines of business, ensuring exceptional service to financial advisors, brokers and contract owners. She is responsible for the oversight and direction of the Program Management Office which drives the division’s strategic initiatives, and of the Innovation Management team, which is responsible for integrating innovation methods and thought leadership throughout the division. Lorene also oversees two Third-Party Administrator outsourcing relationships for Mutual Funds and Institutional & Structured Settlement products. Under her direction, RSD’s call center has been the recipient of several DALBAR Awards for service excellence. Lorene joined Pacific Life in 1995 and was promoted to vice president of the Operations and Program Management Office for Pacific Life’s Retirement Solutions Division in 2004 and to senior vice president in 2015.
Lorene began her career with E.F. Hutton & Company, Inc. and later joined Eden Financial. She is an active member and former chair of the Insured Retirement Institute (IRI) Operations and Technology Senior Steering Committee, which seeks to shape industry change and automation.