- Diriger l'ensemble des opérations client : souscription, vie du contrat et gestion des sinistres- Garantir la qualité de service et la maîtrise technique de l'ensemble de la chaîne de valeur

- Define a claims management strategy fostering the best policyholders' experience while ensuring best-in-class operational excellence- Lead the claims teams to operate following the claims management strategy

- Define a strategy to reach our clients satisfaction and growth targets- Lead and coach a growing team of Customer Success Managers- Design a powerful client satisfaction monitoring tool providing accurate and actionable KPIs- Collaborate closely with Sales, Data Science, Delivery, Partners teams to identify new ways to ensure client satisfaction- Communicate with Insurance Claims, Fraud, or Underwriting leaders about their adoption trends, priorities, and mine opportunities for deeper engagement- Organize and steer User Community meetings to foster fruitful interactions, share best practices and collect actionable feedback

- Co-design, implement and lead the internal customer satisfaction process (KPIs, governance, process)- Lead customer support (fraud fight best practices, organization and process optimization) in Europe and Africa- Design and lead internal trainings (claims and fraud fight)

- Insurance : Operational excellence project management- Investment banking : Data management international project management- General Data Protection Regulation (GDPR) implementation

- Large claims department (3 teams) deputy management- Large claims department anti-fraud coordination- Motor claims and personal injury team management

- Leading a team of 8 anti-fraud analysts across P&C and Healthcare claims teams- Leading a team of 3 field investigators

- Car claims team management- Personal injury compensation process reengineering project