Bertrand Porteu

Responsable du Département Succession

Turnover : 3,0 M€ - 20 people Risks Insurance for Real Estate Rentals, Reselling Cover Management of a Contract Management Team and a Claims Team - 20 people 700 Customers (Real Estate Group : ORPI, CITYA, PICHET ; Property Developers : BOUYGUES) 1000 Policies subscribed to 4 mains Insurance Companies : SADA, GREAT AMERICAN, AXA, ALLIANZ Management of Transformation Projects and Organization Improvements : - Online for candidate plateform approvals (9000 approvals issued per year) - Delegation of unpaid rent recovery post-compensation (2,500 paid claims per year) - Creation of a website dedicated to Real Estate Professionals (Pitch, specifications, monitoring developments, relationship with the webmaster) - Creation and Animation of Webinars dedicated to Customers on contract management and compensation processes (2 sessions / month) Negotiation of framework contracts and delegation protocols with Insurance Companies and Partner Companies (County court Bailiffs, Internet Platform)

Operations Manager responsible for leading Consumer, Commercial and Multinational Operations in France for all lines of business. Leading people, process and service management. Managing a portfolio of 18,000 insurance policies and 450 international programs for all risks: Financial Risks, Accident & Health, Property, Liability, Casualty, Aviation, …) Leading strategic business transformation projects : - Leading a transfer of activities into an offshored subsidiary, definition of the outsourced processes, transformation of remaining local entities (25% of the transactions outsourced, 5 FTE dedicated to France) - Participating in the preparation of the transfer of 50% of the activities in a nearshored subsidiary, - Leading the integration of the HSBC Property Casualty portfolio Leading people, process and service management. Supervision of 4 units (including a Contact Center) - 65 people - € 6M budget. Participating in operational audits in Europe (Belgium 2010, UK 2013)

On time processing of all sales, lease, rental, upgrade and swap orders as well as on time processing of all master data amendments. This also includes postal license request management and processing of license approvals. Daily review ok keyed in orders to ensure correct status and on time release to supply chain. On time response to customer issues and requets related to sales order processing. CUSTOMER SERVICE MANAGER (2003 – 2009) Managing highly demanding operations processing a range of both complex (rental, leasing and purchase) and high volume (25k+ per annum) orders from over 100k active customers, ensuring smooth order flow through the entire order processing lifecycle • Sales Oder Processing : Back Office Improvement (team structure, working time) Process improvement for the entire order processing lifecycle (postal meters delivery for example) Created a mapping skills by profession linked into a compensation grid Supervision of 30 people – direct and indirect • Operational performance improvement : Back Office productivity increased by 55% between 2003 and 2009 Managing a portfolio of 26 000 contracts yearly (60% of postal meters rentals and 25% of sales) Improved Customer Order lifecycle : 2,5 open days in 2009 (from customer signature to delivery "on time") Improved Net Promoter Score drastically by implementing new robust processes • Responsible for the relation with the french Postal Administration Leading projects on procedures and processes improvement, moving from paper to electronics exchanges HEAD OF SALES ORDER PROCESSING DOMAIN (2001 à 2003) Implementing SAP, member of the poject team, responsible for sales ordrer processing domain users training (30 people) LARGE ACCOUNTS SALES ORDER PROCESSING MANAGER (2001 A 2003) Responsible for overseeing, designing and controlling Key Accounts operation processes, Designed and implemented robust processes : Contracts, Billing, Collections, Complaints, Managing 3 people

Management of sales administration, logistics, customer accounting and marketing Managing 10 people