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Winter 2004 Edition- January 2004 Volume 4


Luce Moisan, Associate Member, CMPA
MANAGING CHANGE IN THE INSURANCE INDUSTRY

Luce Moisan is the Manager of Group New Business and Linguistic Services at The Canada Life Assurance Company's regional office in Montreal.

The Canada Life Assurance Company, a subsidiary of The Great-West Life Assurance Company, and a member of the Power Financial Corporation group of companies, provides insurance and wealth management products and services through its offices located in Canada, the United States, the United Kingdom, the Republic of Ireland, Germany, Brazil, Bermuda and Hong Kong. Founded in 1847 as Canada's first domestic life insurance company, Canada Life is one of the largest, most profitable insurance companies in Canada. The company serves over six million customers and employs close to 4,000 people from coast to coast.

Luce Moison,
The Canada
Life Assurance
Company
With ten years of experience in the insurance industry, Luce focuses on providing a work environment conducive to the well being of individual contributors with a focus on respect, commitment to selfdevelopment, team work, empowerment and accountability. She firmly believes in the Balanced Scorecard concept where human and technological resources are the foundation on which a company can build efficient and cost effective processes that will help it provide a timely and accurate service to its customers and in turn generate financial results that will exceed expectations. In her current role, she is responsible for managing all aspects of Group New Business and Linguistic Services with twenty direct reports. She ensures that both departments comply with business unit strategies, respond to the regularly changing needs of their customers and internal stakeholders, and align initiatives with organization objectives.

Over the years, she has led business process improvement projects, developed best practices committees, and developed and became editor of a monthly regional publication for Canada Life employees in Quebec and the Ottawa region. She has also drafted a better business letter writing manual in French.

With the recent acquisition of Canada Life by Great-West Life, Luce has to deal with many issues related to change management. Helping her employees navigate uncertainty about their jobs, roles and leaders has become her number one priority. Luce is convinced that communication and transparency are the keys to a successful merger/ acquisition.

Luce graduated from the Université du Québec à Montréal with an Executive M. B. A. and from the Université de Montréal with a Master's in Translation. In addition, Luce completed studies in Linguistics and Law, many LOMA courses (insurance industry) and the Canadian Securities Course.

Since the beginning of 2003, she has enrolled in the French CEBS program (Certified Employee Benefits Specialist) at the Université Laval in Quebec City to further her knowledge of employee benefits and compensation.

Before joining Canada Life, Luce worked in Translation for Morneau Sobeco in Montreal, a consulting firm in the field of benefits and pension design and for Crown Life Insurance Company in Regina and Montreal.

Luce is a member of the Ordre des administrateurs agréés du Québec (ADMA) and holds the professional designation of Administrateur agréé (Adm. A.). She is also a member of the Ordre des traducteurs, terminologues et interprètes agréés du Québec (OTTIAQ) and holds the professional designation of Certified Translator (C. Tr.).

As for future plans, Luce is looking forward to continuing to take courses in Finance and Human Resources and keeping current on issues and best practices related to the insurance industry.

In her spare time, Luce enjoys reading historical novels, going to the movies, spending quality time with family and friends, and swimming.

Gary M. Smith, RPR, CMP
HOTELIER AND ANIMAL RIGHTS ADVOCATE

Gary Smith was educated in Great Britain where he also began his career in the hotel industry at the age of fifteen. In 1980, he moved to Canada to work with Common-wealth Holiday Inns in Thunder Bay, Ontario, which began an extensive career with three major hotel chains spanning five Canadian provinces. Since 1997, Gary has worked with Canadian Hotel Income Properties (CHIP) Hospitality where he is presently General Manager at the Red Deer Lodge Hotel and Conference Center in Red Deer, Alberta. As General Manager, Gary has total accountability for all operations including service, quality, profitability and vision. CHIP Hospitality is a publicly traded company with 31 hotels across Canada including a number of branded hotels such as Delta, Holiday Inn, Radisson, Ramada and Marriott.

Gary M. Smith
Canadian Hotel
Income Properties
Gary and his wife Libby moved to Red Deer in January of 2001 from Gander, Newfoundland where Gary was General Manager of the Hotel Gander, a full service conference facility. Since the move to Red Deer Lodge, Gary has become involved in many aspects of the city including the Sunrise Rotary Club and he is a board member with the Red Deer Visitors and Convention Bureau. Most recently, Gary has become a valued member of the Edmonton Regional Executive of IPM's Associations

As a company, the Red Deer Lodge has participated in a number of community events including Random Acts of Kindness in 2002. During this event, the management and staff chose to volunteer their time and services to the Society for the Prevention of Cruelty to Animals and the Red Deer Food Bank. All CHIP properties participated in this event and it was a huge success creating high morale and a feeling of community service.

As an avid model railway enthusiast, Gary spends much of his spare time creating rail layouts and networking with others involved in the hobby in Canada as well as the United Kingdom. Gary enjoys an eclectic collection of music and is involved with animal rights issues; he also has a Wheaten terrier at home. Gary and his wife look forward to doing more international travel, as well as visiting Maritime Canada where there they still have many friends and family.

Gary's goals have evolved over the years with new circumstances and challenges. At the present time, he is looking forward to continuing an exciting career in the hotel industry.

CPTA





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