Sébastien Marie

As Project Director, I support the technical teams (BPCE SI and BPCE IT) as well as the business departments (CE & BP Network, Middle Office, subsidiaries) in defining and formalizing needs for the renewal of the customer interaction management solution (CCaaS) currently based on Genesys Engage.

• Implementation and animation of project governance (steering committees, technical committees, budget monitoring, and reporting to management).

• Transverse coordination of business and IT teams in the scoping and requirements definition phases.

• Production of requirements deliverables, reporting materials, and decision-making summaries.

• Development of the target project plan for the BUILD phase, integrating inter-team dependencies and critical milestones.

• Providing functional and technical expertise on CCaaS architectures, including comparison of market cloud solutions.

Ensuring the convergence of functional and technical needs to prepare for the replacement of the Genesys Engage solution, while guaranteeing service continuity for all entities of the BPCE group.

In this context, I am responsible for:

- Managing the tender process

- Collecting and formalizing business needs and the scope of the consultation

- Drafting the consultation documents and managing the consultation process

- Drafting the selection/cost analysis documents over 5 years in P&L

- Managing the business and IT impact studies related to integrating a CCaaS solution into a banking IT system

- Structuring and facilitating design workshops

- Supporting risk and DPO teams in evaluating outsourcing risks in a project qualified as EBA/PCI

- Building the BUILD schedule and deployment strategy

- Defining the target change framework (defining RACI and user impacts)

• Leading the Omnichannel tender project to renew the customer service infrastructure (36 39, Ma French Bank, Distribution Network customer flows) on a CCaaS hosting model.

• Scoping business needs to contribute to the General Functional Definition of the solution.

• Defining the detailed service of the selected provider for La Banque Postale (schedule, deliverables, scope of commitment).

• Contributing to the feasibility studies for integrating the CCaaS solution into the banking IT system.

• Leading the ROI study and associated Business Case.

• Supporting risk, DPO, and legal teams in evaluating outsourcing risks in a project qualified as EBA/PCI.

• Defining the operational framework for the BUILD program.

• Building the BUILD schedule and deployment strategy.

• Defining the target change framework (defining RACI and user impacts).

• Managing the tender project by coordinating business, Procurement, MOA, and IT teams (20 people).

• MOA consulting for functional feasibility and conducting solution design workshops.

• Managing a multidisciplinary project team (business, AMOA, IT).

• Managing outsourcing risk studies.

• Reporting to PPH IT Management.

Renewal of the customer flow management infrastructure for 36 39 and the distribution network (50 million incoming calls and 20 million omnichannel interactions).

In this context, I am responsible for:

- Managing the tender process

- Collecting and formalizing business needs and the scope of the consultation

Within the MMA Claims Department, reporting to the Operations Department, I am responsible for the project to redesign the telephony for the "MMA Solutions" front-office platforms handling customer requests for Auto and Home insurance (claims declaration and management).

The existing solution was hosted by Odigo. The mission is to ensure a migration of the infrastructure to MMA's local environment within a shared IT system, while updating software versions and implementing new integrations, notably feeding Datahub via Genesys Infomart.

• Direction of a 3,000 man-day project

• Redesign of a telephony platform for 350 agents handling 2.1 million calls per year

• Management of a multidisciplinary project team (business, AMOA, IT)

• Direct reporting to the MMA Claims Department and MMA IT Department

Ensuring the re-internalization of the claims flow management solution under time constraints related to the termination of the current solution's hosting contract with ODIGO.

In this context, I am responsible for:

- Business management of the redesign program

- Change management support (user training, creation of innovative materials)

- Definition of key business requirements for the administration and management of the new service

- IT project monitoring