WITH three decades of financial leadership behind him, Desmond Johnson has stepped out of the corridors of NCB Financial and into his own arena.

Through his holding company Shiloh Investment Limited, Johnson recently acquired a majority stake in FIRM Insurance Brokers Limited, assuming the dual role of chairman and chief executive officer. It is both a personal milestone and a strategic bet on Jamaica’s evolving insurance landscape.

“I had reached a point in my career where I wanted to control my own destiny,” Johnson told the Jamaica Observer in an exclusive interview. “FIRM presented the perfect opportunity — it already has strength in general insurance and employee benefits but there’s scope to expand into pensions and fund management, areas where my expertise lies.”

Johnson is no stranger to the industry. For nearly 30 years he held senior leadership roles within NCB Financial Group, overseeing pensions, employee benefits, life and general insurance, commercial leases, and mortgages. It was a career that took him to the top of one of the region’s most powerful financial institutions. Yet, by his own account, success had reached a plateau.

“You get to the top, and at some point you want to do your own thing…to shape your own future,” he reflected.

The acquisition, he believes, was no accident.

“I think it was a divine happening. I’m a believer in Christ and so for me, things don’t just happen coincidentally. I was looking for an opportunity, and I heard about FIRM Insurance and it aligned with what I wanted to do…it was a perfect fit.”

FIRM Insurance Brokers, founded in 1996, operates three branches across the island–one in Kingston, Mandeville, and May Pen in Clarendon. Johnson has set his sights on adding at least three more locations within the next five years, with Montego Bay in St. James, St. Ann, and Portmore in St. Catherine high on the list. He sees these parishes as among the most dynamic in Jamaica, with booming business districts, infrastructure upgrades, and rising middle-class demand.

“Montego Bay has always been unique, with its vibrant business community; St Ann is buzzing with new development along the highway; and Portmore is set to transform with its new urban centre. We want to be where the growth is,” he told the Business Observer.

But physical expansion is only part of the plan. Johnson wants to diversify FIRM’s revenues by introducing pension advisory, retirement schemes, and fund management. This is where his experience gives him an edge.

“There is a need for another fund manager in the market, another retirement scheme provider. That gap is there, and FIRM is uniquely positioned to fill it,” he said without divulging details about his strategy, citing competitive reasons.

The move comes at a time when Jamaica’s insurance players are banding together to tackle challenges within the industry. Penetration remains low — less than 20 per cent of the working population is covered by a formal pension, and many Jamaicans still see insurance as a burden rather than a safeguard.

Johnson is undeterred.

“Insurance shouldn’t be viewed as just a monthly expense; it’s an investment in your security and financial future. Our role is to simplify products, communicate their value, and empower Jamaicans to protect their assets and build lasting wealth,” he said.

Part of Johnson’s push is to bring more attention to the institution that has been quietly operating. Johnson intends to roll out financial literacy campaigns in schools, universities, and corporate workplaces, highlighting insurance and pensions as cornerstones of wealth creation.

“Too many Jamaicans are uninsured or underinsured. Too few are saving for retirement. We want to be part of changing that reality,” he noted.

To tackle any mistrust within the industry Johnson is betting on transparency and technology. He wants FIRM to embrace digitisation — from online policy management to mobile apps that provide real-time updates. But he is also careful not to alienate customers who prefer traditional service.

“Not every client wants a digital first experience; some still want to sit down face-to-face, and we will respect that. It’s about offering balance and easing clients into digital solutions at their pace,” he said.

He is equally mindful of the back end — the claims process that often shapes public perception of insurance.

“The insurance carriers know us and trust our expertise. The challenge is awareness among clients. Once people understand our credibility and the service we provide, confidence will follow,” he explained.

If Johnson’s strategy sounds ambitious, his numbers are even more so. The chairman wants to double revenues within two years and triple them within four to five. Expansion will come through a mix of organic growth, partnerships and, in time, acquisitions.

“Sometimes you have to be a bit crazy with your goals,” he laughed. “If people don’t say it looks impossible, then it’s not a good goal.”

He has not ruled out a public listing in the future, acknowledging the visibility and capital that come with being on the Jamaica Stock Exchange.

“The listed companies enjoy name recognition even before people know their products. That’s something we’re considering,” he said.

Beyond products and profits, Johnson is intent on shaping a workplace culture that reflects his philosophy. He speaks openly about wanting FIRM to feel like a family, with flexibility for working parents and respect for employees as partners.

This softer side of leadership reflects a generational shift in the workplace, he argues.

“We can’t manage people the way we used to. Flexibility matters. Respect matters. When you treat people well internally, it shows externally in how they treat clients,” Johnson said.

He is already expanding the sales force, looking for talent in life, health, and general insurance while also investing in training to bring in new entrants to the industry. Currently FIRM employs over 30 people across the three branches, but Johnson is actively seeking to grow that number to 100 staff over the medium term.

Only three months into his tenure, Johnson insists the groundwork has already begun. A five-year plan is in motion, with short-term wins being implemented alongside longer-term strategies. Partnerships are on the table, and new services are being developed in the background.

He defines success in two ways: achieving sustainable financial growth, and reshaping how Jamaicans interact with insurance and pensions.

“Ultimately, success is not just about profit. It’s about becoming a trusted partner that helps Jamaicans protect their assets, plan for the future, and build lasting wealth,” he said.

“I want FIRM to stand out for its integrity, its innovation, and the way it empowers Jamaicans. That’s the legacy I want to build,” Johnson continued.

Office service assistant Valrie Samuels at Firm Insurance Brokers’ Kingston branch. The company, now majority-owned by Desmond Johnson, is entering a new phase of expansion into pensions, fund management, and wider market outreach.

The Employee Benefits Department at Firm Insurance Brokers, comprising (from left) Sandra Mattis, senior EBD administrator; Tricia Henry, billing administrator; Charm Ewart, EB manager; Janet Morgan, EB supervisor; and Sandra Lewis, claims coordinator. The team is part of the company’s push to strengthen its core offerings under new majority owner Desmond Johnson.