Jean-Marc Cazeneuve

> Operations manager for France, Germany, Switzerland, Netherlands, Belgium (3 managers, 1 Black Belt, 60 associates): - Headed the operations team for Premiums management, Service management (internet, phone, complaints), Claims management (25,000 new claims + 50,000 continuing claims /year) & Reporting to business partners. - Developed & implemented a regional strategy on 6 axis: * Operational excellence (service metrics + customer feedback) * Productivity: 7% achieved in 12 months * Customer satisfaction: 5,000 people surveyed in 12 months * Controls / procedures deployed in each process * Process simplification (LEAN, technology) * People management: accurate performance tracking, review & associates development - Global performance reached: 95% premiums/claims managed in 5 days, 2% lost calls, 12 seconds average speed of answer. - Monthly review with major business partners.

> Master Black Belt for European Operations (13 branches, ~ 300 associates) - Managed a team of 5 Black Belts dedicated to business regions. - Created a LEAN initiative in European branches in order to improve service standards (phone, claims,...). - 65% reduction in process turn-around time observed in branches. - Implemented satisfaction surveys for end customers / business partners, including Net Promoter Score. - Supervised new technologies implementations in branches (scanning,...) - Implemented new productivity measurements across branches. - Outsourced French Payment Protection Insurance underwriting process (15,000 files /year, 25 M€ premium /year). - Implemented in 3 months a new operations team (for Payment Protection Insurance) in Mexico for local business needs (500,000 files /year & 40 M€ premium /year).

> Implemented Six Sigma program in GE Insurance, Paris: - Trained more than 50 people to DMAIC quality improvement methodology. - Created a project leading pipeline for business efficiency. - Set-up profitability analysis tools leading to a clearer business & portfolio management. > Supervised & managed with the local business leadership team the IPO process (Jan. 2004 to Dec. 2004): - Transitioned local GE Insurance business into a Genworth Financial branch. - Worked on splitting business in 2 distinct business (old legacy GE business & newly created GNW business). - Project scope included: HR, IT, shared processes, portfolio (products & customers) split.

> Headed Six Sigma quality initiative for Product Design & Manufacturing for X-ray tubes (BUC site, France) - Managed quality system for a pool of 66 people (engineer ; associates): project coaching, training, meetings facilitation. - Centralized all activities on new developed product (X-ray tube for mammography applications) reliability. - Made tangible analysis ; proposals to optimize product reliability & increase average maintenance delay by 20 days ( x 3). - Developed a project funnel in manufacturing to get 900 k€ savings /year.

> Worked on product improvement (BUC site, France, X-ray tubes) - Training ; use of Six Sigma DMAIC / DFSS methodolody (based on statistical approach). - Tracking of product reliability across the globe. - Developed, implemented new reliability metrics & 2 internet based databases to track product performance worldwide (30,000 units).