KAREN DUCHENE
Lakeshore,Canada
Summary
A dedicated professional specializing in group insurance programs with a proven track record of creating innovative solutions, exceeding client expectations and managing engaged and motivated team members. Technical expertise in plan design, account management and efficient benefit administration, recognizing the uniqueness of each client. A leader proficient in managing a variety of challenging projects and tasks with a focus on continuous improvement. A detail oriented, critical thinker who is passionate helping clients with their group insurance programs resulting in healthier, happier plan members.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Senior Consultant
NFP Canada
02.2020 - 08.2024
- Identified key areas in need of improvement and implemented plans to rectify issues.
- Facilitated workshops with clients to identify pain points, establish goals, and define actionable steps towards achieving desired outcomes.
- Collaborated with internal teams to develop customized solutions that addressed unique client needs.
- Streamlined project management processes, improving efficiency and reducing overall costs.
- Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.
- Evaluated clients' needs and created plan of action to provide solutions.
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Principal Consultant, National Benefits
Cowan Insurance Group
01.2019 - Current
- Build strong relationships with clients by providing expert advice on plan design, financials and plan administration ensuring plans stay current with industry trends
- Develop innovative solutions tailored to meet client specific needs
- Promote additional services when appropriately aligned with client needs
Manager, Employee Benefits / Senior Benefit Consultant
PBL Insurance Limited
01.2005 - 01.2018
- Manage a block of in-force business for Employee Benefits and Retirement programs:
- Develop and strengthen relationships with key client decision makers and suppliers
- Recommend solutions to meet client specific requirements
- Stay abreast of changes in benefit and pension legislation and emerging trends
- Provide exceptional customer service to ensure client satisfaction and retention, and
- Provide technical advice and assistance to Benefit Consultants
- Responsible for fulfilling the consulting needs of assigned clients including:
- Analyze client claim and financial information and predict future claiming patterns
- Providing advice on appropriate plan design tailored to each client’s unique requirements
- Effectively negotiating with insurance carriers on annual renewals and market surveys
- Preparing and presenting annual renewal report as well as regular experience updates
- Conducting employee education sessions
- Acting as an advocate for the client on service issues, and
- Educating client on legislative changes and developing trends
- Manage the shared support team of Client Service Consultants and Administrative Assistant:
- Manage the workloads and assign priorities of required work
- Ensure team is fully trained on internal processes as well as industry knowledge, and
- Streamline workflow to improve efficiency
- Develop business through the attainment of new clients and expanded services to existing clients
Partner, Administrative Solutions Practice
Morneau Sobeco
01.1990 - 01.2002
- Held progressive positions in various office locations
- Major responsibilities and accomplishments throughout the 12-year timeframe include:
- Identified new business opportunities and provided leadership to ensure that opportunities were captured
- Benefits Administration Consultant for several large corporate outsourcing clients across Canada
- Fostered and strengthened client relationships to ensure that expectations were being met and facilitated the promotion of additional services
- Leader of a team of individuals responsible for developing and implementing a new business development program of large employee benefits outsourcing clients
- Managed the growth of the practice area from 15 individuals and $1 million in revenue to 65 individuals and $7 million in revenue
- Ensured continued competitiveness in the changing marketplace by tracking trends in the industry and initiating corresponding changes to the business plan and product offerings
- Managed the customer service call centre and benefits administration transaction processing departments with a total of 65 employees
- Reviewed and redeveloped procedures and processes and implemented Quality Assurance and Quality Control programs in the Administrative Solutions practice
- Managed strategic reviews of association benefit programs
- Project managed the implementation and ongoing service of trade and professional association member benefit programs
- Worked as a liaison with the systems development team as a subject matter expert on administration systems for member benefit service centres
- Responsible for the equitable distribution of annual renewal adjustments to the participating member firms of Trade and Professional member benefit programs
- Provided analytical, research and administrative support to consulting and management staff concerning benefit program control and development
- Conducted comprehensive inter-branch seminars on corporate policies and procedures
Education
Bachelor of Arts - Economics
McMaster University
Skills
- Project management
- Project coordination
- Digital transformation
- Technology implementation
- Analytical thinking
- Problem-solving
Certification
- LLQP - Life & Accident Insurance License
Timeline
Senior Consultant
NFP Canada
02.2020 - 08.2024
Principal Consultant, National Benefits
Cowan Insurance Group
01.2019 - Current
Manager, Employee Benefits / Senior Benefit Consultant
PBL Insurance Limited
01.2005 - 01.2018
Partner, Administrative Solutions Practice
Morneau Sobeco
01.1990 - 01.2002
Bachelor of Arts - Economics
McMaster University
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