5 questions to Erlé Couvrand
Customer Business Manager, Societe Generale Epargne Salariale
1. Could you tell us a little about your career ?
« Having obtained my accounting and management qualification and an accounting and finance degree, I worked in an accounting firm for a few years. I then joined the Societe Generale group in 2006, first in the Issuers department and then on secondment to S2E, the Employee Savings department. S2E carries out all administrative middle and back-office processing of employee savings accounts on behalf of Societe Generale Custody Account-keepers. I am currently in charge of Customer Business at S2E in Nantes, responsible for employee-customer relations, particularly the call centre and the Societe Generale Employee Savings information and complaints department. »
2. Can you describe your role in three words ?
« CUSTOMER RELATIONSHIP : Customer satisfaction is a key concern for me and I certainly have a lot of customers, from the employees of Societe Generale Employee Savings’ client companies and the points of contact within those companies, to account-keepers, other S2E departments, sales representatives, etc. This wide range of customers compels us to understand their specific needs and requirements in order to meet their expectations as precisely as possible. It is a job that requires listening, adaptability and questioning.
ACTION/REACTION : It’s in my nature. I’m a man of action and that is what motivates me on a daily basis. In this role, I need to constantly anticipate, analyse, optimise, implement corrections and provide feedback in order to continuously improve our processes. The ultimate goal is to constantly increase customer satisfaction.
COOPERATION : I am a team manager, a supplier, a customer of other entities, a partner – I could not take on all these roles without communicating, collaborating and discussing with my various contacts. Cooperation is fundamental in my daily life. We resolve so many problems and find so many solutions by talking together and it’s better than a long email, isn’t it?! »
3. What makes the job worthwhile ?
« Each morning, I know I will start my day by having breakfast with my large family. I have four young children and our discussions and daily exchanges are very precious to me. Generally speaking, I build myself up through contact with others – being on a desert island wouldn’t suit me at all! The knowledge that I’m going to be able to exchange and share with my colleagues, my wife and my children is really what gets me up in the morning ! »
4. Erlé, what’s your motto, your philosophy ?
« 1+1 = 3’, an equation which speaks for itself. We are more effective when we work together … »
5. What are your interests in life ?
« CONSTRUCTION : In every sense of the term :
• I like spending time with my children, helping them discover things, the little pleasures in life, helping them to build and grow.
• I really like DIY, especially “major DIY”. I have completely renovated our house, including the plumbing, electrics, plasterboarding, etc. The more ambitious, the better !
• I am also very involved in my town, where I am a councillor and a member of the board of directors of a nursing home.
As you can see, building a better future and being part of it is my whole life – and at 40 I hope I still have a few years to give :) »