Inspiring Insights: Aflac Leader Shares Life Lessons and Mantra for Success
Achieving success is a product of hard work and perseverance, not merely a handout. Throughout my observations, I've found that every individual who has reached success, irrespective of their background, has faced significant challenges and put in immense effort. Expecting success without demonstrating dedication is presumptuous.
As part of our exploration into "Life and Leadership Lessons Learned In the Military," we had the honor of conversing with Virgil Miller. Virgil, who joined Aflac in 2004, assumed the role of President of Aflac U.S. in January 2023. In his current capacity, Virgil oversees all operational aspects within the U.S. market, setting strategic direction and managing performance across Aflac's diverse business segments and product offerings, including Individual and Group Voluntary Benefits, Dental and Vision, and Life and Disability Solutions.
Having served as a U.S. Marine during Operation Desert Storm, Virgil began his professional journey as a call center employee and steadily progressed through various leadership roles at Aflac. He is renowned for his ability to inspire teams and deliver tangible results, as well as his commitment to providing innovative and compassionate customer experiences. Virgil embodies Aflac's mission of offering "care on purpose," assisting customers in achieving financial security and extending philanthropic support to underserved communities.
We are immensely grateful to Virgil for sharing his insights with us. Could you please provide us with some background on your childhood?
Growing up in rural Georgia, just outside Macon, my life centered around family and faith. I displayed an aptitude for mathematics from a young age and became involved with the finance committee at my church when I was 12. Looking back, this early experience of handling finances, writing checks, and being accountable for financial responsibilities laid the groundwork for my current career.
I made the decision to enlist in the Marines during my junior year of high school, a choice that had been on my mind for some time. My father, who served in the Army, encouraged me to pursue military service as a means of gaining discipline and financial support for college. From my earliest years, I harbored aspirations of a professional career involving numbers and business. Little did I know the challenges and rewards that awaited me on my journey, ultimately leading me to my current role at Aflac.
In my current capacity, I am responsible for overseeing all operations within the United States for Aflac, encompassing areas such as finance, technology, products, and marketing. Since joining Aflac in 2004, I have served in various roles across nearly all facets of our operations, providing me with a comprehensive understanding of the company and the ability to unite people and teams to foster innovation and collaboration.
One of our primary focuses at Aflac presently is integrating cutting-edge technologies like artificial intelligence to streamline the claims filing process for our customers. However, we recognize that, as an insurance provider, our customers often reach out to us during challenging times. Our call center staff are at the forefront of offering support to our customers when they need it most. Our aim is to introduce technologies that simplify their tasks, enabling them to concentrate on their core strengths — offering comfort and empathy to our customers in their time of need.
Upon assuming my current role, one of the initial steps I took was to request all our company managers to file a claim themselves — to experience firsthand the process on Aflac's website, meticulously following each instruction and prompt. By putting ourselves in our customers' shoes, we enhance our ability to serve them effectively. For instance, we recently decided that when a customer contacts us with a cancer diagnosis, the specialist they speak to that day becomes their dedicated specialist throughout their treatment. Cancer represents one of the most disruptive medical events an individual can face, and having a familiar figure dedicated to guiding them through the process is a small way we can alleviate their burden.
Regarding my military background, I served as an active duty Marine and later as an active reservist. My deployment included service in Operation Desert Storm. Upon completing my service, I transitioned into corporate America, where I have been working since. I consider myself fortunate to have had the experiences and lessons from my time in the Marines, which I continue to apply in my daily work.
As for a memorable story from my military career, it involves an unexpected display of compassion from my Marine Corps drill instructor. He was the epitome of toughness, yet when a fellow trainee attempted suicide, he demonstrated remarkable tenderness and care, cradling the young man and reassuring him until help arrived. This experience taught me that sometimes the tough exterior we project is just a role we play, and true success lies in recognizing when to show empathy and connect with others on a human level, both in the military and in business.
Upon completion of my basic training, I ranked first in my program, partly due to my adoption of the Marine persona — resilient, spirited, and brave. This principle has resonated in my professional journey as well. I strongly believe in authenticity in the workplace, yet I recognize the importance of aligning one's behavior with the expectations of their role and the aspirations they hold.
Exploring the essence of heroism, it's evident that heroic acts aren't confined to life-threatening situations. One poignant example from my experience involves a fellow active reservist who volunteered to take my place when I was activated for Desert Shield while simultaneously attending college. As a sheriff deputy, he understood the significance of education and selflessly prioritized my academic pursuits over his own, stepping forward to defend our nation in my stead. This selfless act epitomizes heroism. Although I was later activated for Desert Storm, his sacrifice remains etched in my memory.
Reflecting on my military background, I've distilled five leadership and life lessons that have profoundly influenced my approach:
As part of our exploration into "Life and Leadership Lessons Learned In the Military," we had the honor of conversing with Virgil Miller. Virgil, who joined Aflac in 2004, assumed the role of President of Aflac U.S. in January 2023. In his current capacity, Virgil oversees all operational aspects within the U.S. market, setting strategic direction and managing performance across Aflac's diverse business segments and product offerings, including Individual and Group Voluntary Benefits, Dental and Vision, and Life and Disability Solutions.
Having served as a U.S. Marine during Operation Desert Storm, Virgil began his professional journey as a call center employee and steadily progressed through various leadership roles at Aflac. He is renowned for his ability to inspire teams and deliver tangible results, as well as his commitment to providing innovative and compassionate customer experiences. Virgil embodies Aflac's mission of offering "care on purpose," assisting customers in achieving financial security and extending philanthropic support to underserved communities.
We are immensely grateful to Virgil for sharing his insights with us. Could you please provide us with some background on your childhood?
Growing up in rural Georgia, just outside Macon, my life centered around family and faith. I displayed an aptitude for mathematics from a young age and became involved with the finance committee at my church when I was 12. Looking back, this early experience of handling finances, writing checks, and being accountable for financial responsibilities laid the groundwork for my current career.
I made the decision to enlist in the Marines during my junior year of high school, a choice that had been on my mind for some time. My father, who served in the Army, encouraged me to pursue military service as a means of gaining discipline and financial support for college. From my earliest years, I harbored aspirations of a professional career involving numbers and business. Little did I know the challenges and rewards that awaited me on my journey, ultimately leading me to my current role at Aflac.
In my current capacity, I am responsible for overseeing all operations within the United States for Aflac, encompassing areas such as finance, technology, products, and marketing. Since joining Aflac in 2004, I have served in various roles across nearly all facets of our operations, providing me with a comprehensive understanding of the company and the ability to unite people and teams to foster innovation and collaboration.
One of our primary focuses at Aflac presently is integrating cutting-edge technologies like artificial intelligence to streamline the claims filing process for our customers. However, we recognize that, as an insurance provider, our customers often reach out to us during challenging times. Our call center staff are at the forefront of offering support to our customers when they need it most. Our aim is to introduce technologies that simplify their tasks, enabling them to concentrate on their core strengths — offering comfort and empathy to our customers in their time of need.
Upon assuming my current role, one of the initial steps I took was to request all our company managers to file a claim themselves — to experience firsthand the process on Aflac's website, meticulously following each instruction and prompt. By putting ourselves in our customers' shoes, we enhance our ability to serve them effectively. For instance, we recently decided that when a customer contacts us with a cancer diagnosis, the specialist they speak to that day becomes their dedicated specialist throughout their treatment. Cancer represents one of the most disruptive medical events an individual can face, and having a familiar figure dedicated to guiding them through the process is a small way we can alleviate their burden.
Regarding my military background, I served as an active duty Marine and later as an active reservist. My deployment included service in Operation Desert Storm. Upon completing my service, I transitioned into corporate America, where I have been working since. I consider myself fortunate to have had the experiences and lessons from my time in the Marines, which I continue to apply in my daily work.
As for a memorable story from my military career, it involves an unexpected display of compassion from my Marine Corps drill instructor. He was the epitome of toughness, yet when a fellow trainee attempted suicide, he demonstrated remarkable tenderness and care, cradling the young man and reassuring him until help arrived. This experience taught me that sometimes the tough exterior we project is just a role we play, and true success lies in recognizing when to show empathy and connect with others on a human level, both in the military and in business.
Upon completion of my basic training, I ranked first in my program, partly due to my adoption of the Marine persona — resilient, spirited, and brave. This principle has resonated in my professional journey as well. I strongly believe in authenticity in the workplace, yet I recognize the importance of aligning one's behavior with the expectations of their role and the aspirations they hold.
Exploring the essence of heroism, it's evident that heroic acts aren't confined to life-threatening situations. One poignant example from my experience involves a fellow active reservist who volunteered to take my place when I was activated for Desert Shield while simultaneously attending college. As a sheriff deputy, he understood the significance of education and selflessly prioritized my academic pursuits over his own, stepping forward to defend our nation in my stead. This selfless act epitomizes heroism. Although I was later activated for Desert Storm, his sacrifice remains etched in my memory.
Reflecting on my military background, I've distilled five leadership and life lessons that have profoundly influenced my approach:
- Adaptability: My military service instilled in me the importance of adaptability, a trait crucial in navigating dynamic environments. During a training exercise, unexpected weather conditions forced us to swiftly modify our strategies, emphasizing the value of flexibility and quick decision-making.
- Resilience: Enduring the rigors of military training taught me resilience. I recall a particularly challenging obstacle course where persistence and resilience were paramount. Despite numerous setbacks, I persisted until I successfully completed the course, underscoring the significance of perseverance in overcoming obstacles.
- Teamwork: Military service underscored the significance of teamwork in achieving collective goals. During a mission, effective teamwork was essential for coordinating complex maneuvers and ensuring the safety of our unit. This experience underscored the importance of collaboration and communication in achieving shared objectives.
- Leadership by Example: Leading by example was a cornerstone of effective leadership in the military. As a squad leader, I recognized the importance of setting a positive example for my team through diligence and commitment. By embodying the values I sought to instill in my subordinates, I fostered a culture of accountability and excellence within my unit.
- Integrity: Upholding integrity was non-negotiable in the military, serving as the bedrock of trust and cohesion within our ranks. I recall a situation where maintaining integrity meant confronting misconduct within our unit, despite potential repercussions. By prioritizing honesty and accountability, we upheld the principles that define our military service.
These lessons, gleaned from my military experience, continue to inform my leadership approach and guide me in navigating the complexities of corporate leadership within a multi-billion dollar organization.
These principles encompass:
- Embrace Confidence: Whether facing adversaries on the battlefield or battling imposter syndrome internally, fears will always surface. Nonetheless, exude confidence. Seize the toughest challenges and prove your mettle. My journey to where I am today is a testament to a lifetime of trusting my abilities, tackling daunting tasks, exhibiting sound business judgment, making prudent decisions both professionally and personally, and absorbing leadership insights from various sources. Confidence, especially among Black individuals, may be mistaken for arrogance, but it's not — it's assertive and astute.
- Embrace Individuality: While adherence to protocols and etiquette is vital in both military and corporate settings, it's equally crucial to embrace your uniqueness — your diverse experiences, skills, and perspectives. Diversity is imperative in today's eclectic marketplace. Your individuality enhances team dynamics, provided you function as a team player. As a Marine, I learned that individual achievements contribute to the collective success and, at times, survival of the unit. Balance being true to yourself with fulfilling the expectations of your superiors. Remember, supporting a supervisor who appreciates your efforts is invaluable, especially in higher-level meetings you may not attend.
- Pursue Diligence with Realistic Expectations: My career commenced in a call center, answering phones. While not my ultimate aspiration, it was a significant starting point, contributing to the company's mission and delivering exceptional service. Don't slack off because your current job doesn't align with your aspirations. It serves a purpose on your journey to your true ambitions, akin to how boot camp lays the groundwork for becoming a confident and proficient Marine. Success requires time, patience, and a thirst for learning — there are no shortcuts.
- Dress for Success: While seemingly superficial, presentation matters. I've often been teased for prioritizing my appearance at work — not extravagant, but polished. Why not? Feeling good about how you look enhances performance. In the military, this meant meticulously maintaining uniform standards. In business, it translates to presenting oneself appropriately for the role, garnering respect from leadership. However, "dressing for success" isn't uniform. I've witnessed how societal norms scrutinize Black women for deviating from traditional attire. Yet, everyone should feel empowered to express themselves at work. I encourage my daughters, colleagues, and teammates to embrace their unique style while adhering to professionalism.
- Attention to Detail: In the Marines, precision is paramount, even in seemingly mundane tasks like marching. Every step is deliberate and exact. Attention to detail, especially in life-or-death scenarios, is critical. Similarly, in my line of work at Aflac, where providing customers peace of mind and facilitating financial freedom is paramount, meticulousness is indispensable.
As for whether my military experience prepared me for business, it undoubtedly did. The military's emphasis on objective performance benchmarks laid a solid foundation for navigating the subjective nature of the business world. Early in my career, I developed "The Formula," assessing expectations across three dimensions: people, process, and performance. This approach has been instrumental in my professional growth and success at Aflac.
I devised a performance evaluation system centered around these three principles. Annually, I evaluate my performance based on specific, measurable metrics. This method has proven effective in depersonalizing performance reviews, focusing solely on factual outcomes. I've extended this approach to many of my direct reports, finding it to be a pragmatic way to assess performance.
As you're aware, some individuals grapple with lasting challenges stemming from their military service. Did I encounter difficulties post-deployment? Certainly. However, I found solace and strength in my family, a robust support network that reminded me of my purpose — defending my country. Reconnecting with my underlying motivation helped me navigate the transition. For others in similar situations, I recommend embracing new challenges. The Marines ingrained a resilience to face adversity, making the pursuit of fresh endeavors, be it professional, personal, or physical, invaluable during the transition to civilian life.
Currently, we're engaged in several exciting projects aimed at enhancing the value we provide to our customers. Our focus often returns to our core offering — our cancer insurance product. Aflac has been at the forefront of cancer insurance since 1957, driven by our unwavering commitment to support policyholders during challenging times. Cancer touches nearly everyone, and each journey is unique. We continuously seek ways to augment the support we offer families facing a cancer diagnosis, with several innovative projects underway to achieve this goal.
In terms of advice for fellow leaders seeking to cultivate thriving teams:
- Embrace Humble Beginnings: No task is beneath you, whether it's cleaning facilities or working an entry-level position. Engaging in the same tasks as your team fosters credibility and trust. Lead by example and demonstrate your willingness to roll up your sleeves alongside your team.
- Maintain Vision and Transparency: Clear communication of goals and insights into potential outcomes are essential for mission success, be it a military operation or a product launch. Ensuring alignment within the team fosters a sense of collective purpose and drives success.
- Aspire to Excellence: Strive to excel in your field and encourage your team to do the same. Top performers are invaluable assets, and their achievements elevate the entire team.
- Performance Over Pedigree: Your track record speaks volumes. Focus on delivering results rather than credentials. Success is not dictated by the prestige of your alma mater but by your capabilities and accomplishments.
- Embrace Diversity and Complexity: Recognize the multifaceted nature of individuals and embrace their uniqueness. Viewing team members as whole individuals fosters empathy and strengthens team cohesion.
- Earn Success Through Commitment: Success is the result of hard work and perseverance. Every successful individual, regardless of background, has weathered challenges and demonstrated unwavering dedication. Expecting success without commitment is unfounded.
What guidance would you offer to fellow leaders on effectively managing a sizable team?
When business leaders hear "military," they sometimes associate it with being "militant," assuming that the rigidity, inflexibility, and uniformity wouldn't translate to a corporate setting. However, based on my experiences, most businesses would benefit immensely from the qualities instilled by a soldier's perspective: patience, perseverance, discipline, fortitude, and prudence. Individuals who have traversed the world through a soldier's eyes understand what it means, and what it requires, to push beyond conventional boundaries to achieve success in a manner that is always productive, collaborative, and loyal.
Undoubtedly, my leadership approach has been profoundly influenced by my military background. However, I draw inspiration from athletic coaches such as Deion Sanders, Dawn Staley, and Mike Krzyzewski. Exceptional coaches possess a deep comprehension of behavioral and performance management, adept at eliciting peak performance from their teams. Similar to the military and sports, each team member strives to fulfill their mission, yet the ultimate outcome — whether victory or defeat — rests on the collective shoulders of the team. Effective leaders, whether in sports, the military, or business, strike a balance between prioritizing their team's well-being — fostering an environment of psychological safety — while holding them accountable for their results.
None of us reach success in isolation; we all rely on support along the way. Is there a particular individual to whom you owe gratitude for aiding your journey? Can you share an anecdote about their impact?
My uncle emerged as my earliest role model in the business world. He was the first businessman I encountered, and for a significant period, he remained the sole exemplar I knew. I aspired to emulate him — even as a 12-year-old, I carried a briefcase to school, mimicking his daily routine. He nurtured my budding interest in mathematics, numbers, and commerce.
Since then, I've been fortunate to benefit from the guidance of numerous mentors, including our CEO, Dan Amos. Yet, I firmly believe that progression in the corporate realm isn't a matter of chance; it's a deliberate endeavor. It requires courage and intelligence. Take ownership of your career, and favorable outcomes will follow.
How have you utilized your achievements to make a positive impact on the world?
I am deeply invested in the success of each individual within my teams. Establishing meaningful relationships with team members is paramount, as it facilitates candid conversations and enables effective coaching. I emphasize the importance of transparency and open dialogue, conveying to my team that our mutual success is intertwined — I can only thrive if they excel, and vice versa.
Beyond my immediate team, I am privileged to work for an organization committed to philanthropy. We celebrate every time we fulfill a customer's claim; it's ingrained in our organizational culture. Moreover, we have a longstanding dedication to supporting children, families, and healthcare professionals affected by childhood cancer and blood disorders. Since 1995, we've contributed over $170 million to childhood cancer research and treatment. Additionally, we spearheaded the creation of My Special Aflac Duck in 2018, a smart, robotic companion designed to provide comfort and support to children undergoing medical procedures. Distributing nearly 30,000 ducks free of charge to children with cancer and sickle cell disease underscores our commitment to making a positive impact on the world.
If you had the opportunity to spark a movement that could positively impact the lives of many, what would it entail? Your ideas have the potential to ignite remarkable change.
While not necessarily a conventional movement, I often echo a simple yet profound phrase at Aflac: "It's a great day at Aflac." This statement serves as a poignant reminder of the immense privilege we have to be part of a company adorned with remarkable attributes such as our brand, culture, and financial stability. Simultaneously, it instills a sense of accountability among all who hear and utter it, urging them to contribute to the collective effort in making each day remarkable. Its intrinsic positivity coupled with a call to action fosters a potent environment for driving results and achieving desired outcomes.
Could you share your favorite "Life Lesson Quote"? How has it resonated with you throughout your life?
"My personal mantra is, 'No quit, no retreat, no surrender.'" This ethos encapsulates the principles upon which I've built my career — diligence, resilience, and empathy, reminiscent of the values instilled by my Marine Corps background. In the competitive arena of business, preparation and perseverance are paramount. The business landscape rewards those who consistently exert maximum effort and intellect. While this may seem obvious, some fail to grasp its significance. Mediocre efforts yield mediocre opportunities; it's as straightforward as that. Success hinges on giving nothing less than 100%, and failure to do so leaves one with none to blame but oneself.
I'm sincerely grateful for the opportunity to share these insights with you. It's been an uplifting exchange.
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