Marie Jonathan Jean-Philippe HENRY
Albion
Summary
Adept at driving operational excellence, I leveraged claims management expertise and team motivation skills at Jubilee Insurance to enhance claims processing efficiency and staff development. By implementing innovative process improvement strategies, I significantly improved stakeholder relationships and achieved notable cost reductions, marking me as a results-driven leader in the insurance sector.
Overview
24
24
years of professional experience
Work History
Head of General Insurance Claims
Jubilee Allianz General Insurance (Mauritius) Ltd
Quatre Bornes
02.2014 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Work out new and proper process for the good running of the Department.
- Provide input for Management reporting.
Senior Claims Manager
Jubilee Insurance (Mauritius) Ltd, Port Louis
Port Louis
10.2019 - 11.2021
- Consistently met or exceeded key performance indicators in areas of customer satisfaction, cost containment, and claims resolution timeframes.
- Facilitated collaboration between departments for more efficient resolution of interrelated claims issues.
- Managed high caseloads while maintaining excellent attention to detail throughout each claim''s lifecycle from initial reporting to final settlement or litigation process.
- Implemented cost-saving measures through strategic negotiations with vendors and service providers.
- Work out new process for the good running of the department.
- Enhanced customer satisfaction by resolving complex claims issues and providing timely claim updates.
- Established strong relationships with key stakeholders, including insurance providers, attorneys, and other professionals.
- Mentored junior staff members on effective negotiation techniques, fostering professional growth within the team.
- Reduced claims processing time by implementing efficient workflow systems and streamlining procedures.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Manage up to [Number] calls and up to [Number] scheduled appointments daily to gather information to initiate claims process.
- Provide input for Management reporting.
Motor Claims Manager
Jubilee Insurance (Mauritius) Ltd, Port Louis
Port Louis
02.2014 - 09.2019
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Streamlined communication between surveyors, providers and clients, expediting claim resolution times.
- Enhanced customer satisfaction with timely and accurate claims process.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Validation of claims received.
- Approval of payments.
- Work out new process for the good running of the department.
- Advise team members of the best way of proceedings and conducting regular meeting to agree on same.
- Work out recovery against Third Party Insurer.
- Provide input for Management Reporting.
- Improved claims processing efficiency by implementing streamlined workflow procedures.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Negotiated settlements with claimants, achieving fair outcomes while controlling costs.
- Developed targeted strategies for reducing overall company exposure while maintaining customer satisfaction levels through effective risk mitigation practices within the claims department.
- Coordinated catastrophe response efforts, ensuring prompt deployment of resources during high-volume periods or natural disasters.
- Determined proper course of action for claims processing.
- Analyzed claims data, identifying trends and areas for improvement in processes and policies.
Assistant Manager - Liaison Officer
Mauritius Union Assurance Co Ltd
Port Louis
08.2013 - 01.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Ensure proper coordination between the Head Office and the branch of MUA Seychelles.
- Made visit to the branch in Seychelles.
- Developed strong working relationships with staff, fostering a positive work environment.
- Ensure the smooth running of the branch from Mauritius and ensure that there is a proper way of communicating among the different stakeholders involved.
- Review of ongoing process and worked out new processes for the good running of the branch.
- Ensure that the procedures were adhered to.
- Provide technical assistance to staffs of the branch.
Assistant Manager in the Branch Operations
Mauritius Union Assurance Co Ltd
Port Louis
11.2012 - 07.2013
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitoring of the day to day operations in the Customer Service Hall while ensuring that the Team Members attend to clients queries and expectation.
- Developed strong working relationships with staff, fostering a positive work environment.
- Worked out proper process flow to ensure that Team members work as a Customer Centric Organisation.
- Worked out KPI for the Customer Service Hall and ensure same was implemented and followed by team members.
- Provide technical assistance to team members.
- Mentored team members to enhance professional development and accountability in workplace.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Coaching of new recruits.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects tasks.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Increased sales through effective merchandising strategies and targeted promotions.
Assistant Claims Manager
Mauritius Union Assurance Co Ltd
Port Louis
09.2010 - 11.2012
- Analyzed complex claims data to identify trends and recommend improvement strategies for future operations. (Review of Claims Cost / Identify Garage partners)
- Implemented new technologies within the department to improve productivity and streamline daily tasks.
- Work out proper process for the good running of the department.
- Advise and assist team members of the best way of proceedings and conducted regular meetings to agree on proper way of process.
- Responsible for the day to day operations of the Motor Claims Department.
- Responsible of a team of around 40 team members.
- Provide input for Management reporting.
Executive Claims Senior Officer
Mauritius Union Assurance Co Ltd
Port Louis
03.2006 - 04.2010
- Established strong relationships with key clients to maintain customer loyalty and drive repeat business opportunities.
- Monitoring of the Claims handling process on a daily basis.
- Provide technical assistance to staffs.
- Produced reports each month outlining [Type] metrics.
- Optimized supply chain management practices by evaluating current processes, identifying inefficiencies, and implementing cost-effective solutions. (Review cost element)
- Coached junior team members, fostering professional growth and improving overall team performance.
Motor Claims Handler
Mauritius Union Assurance Co Ltd
Port Louis
08.2000 - 02.2006
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a safe, and organized environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Coach new recruits.
- Provide technical assistance to staffs members when required.
- Lead the Team to become a Customer Centric Organisation.
- Follow up on approval of repairs and ensure of the most economical way of how to proceed.
- Approval of payment up to a limit of Rs 1M.
- Work out proper process for the good running of the Department.
- Provide input for Management Reporting.
Education
High School Diploma -
St Mary's College
Rose-Hill02.2000
Skills
- Claims Management Expertise
- Claims Processing Efficiency
- Staff Training and Development
- Fraud Detection Capabilities
- Process improvement strategies
- Time Management Competence
- Stakeholder relationship management
- Technical Insurance Knowledge
- Planning and Organization
- Team motivation
- Claims Processing
- Team Management
- Procedure Implementation
Languages
English, French
Native language
French
Proficient
C2
Timeline
Senior Claims Manager
Jubilee Insurance (Mauritius) Ltd, Port Louis
10.2019 - 11.2021
Head of General Insurance Claims
Jubilee Allianz General Insurance (Mauritius) Ltd
02.2014 - Current
Motor Claims Manager
Jubilee Insurance (Mauritius) Ltd, Port Louis
02.2014 - 09.2019
Assistant Manager - Liaison Officer
Mauritius Union Assurance Co Ltd
08.2013 - 01.2014
Assistant Manager in the Branch Operations
Mauritius Union Assurance Co Ltd
11.2012 - 07.2013
Assistant Claims Manager
Mauritius Union Assurance Co Ltd
09.2010 - 11.2012
Executive Claims Senior Officer
Mauritius Union Assurance Co Ltd
03.2006 - 04.2010
Motor Claims Handler
Mauritius Union Assurance Co Ltd
08.2000 - 02.2006
High School Diploma -
St Mary's College