Interview: Sébastien Wyss, Client Executive
Sébastien Wyss has been working for Kessler since 2012. He is a Client Executive and a Property and
Business Interruption Insurance Broker.
Mr. Wyss, what do you spend most of your days at work doing?
As a Client Executive I coordinate the collaboration between our clients in the financial sector, our specialists and the insurers. As a specialist in property and business interruption insurance I advise our
clients regarding risks that could lead to the interruption of their business.
What do you like most about what you do?
My work is highly varied. I often need to find the best solutions for clients and take decisive action in
difficult situations. It’s just like my hobby of playing golf. Strategizing alone will get you nowhere – at some point you just have to hit the ball. At work this means I need to decide, organize, delegate and communicate. But the human touch is most important of all when dealing with clients, colleagues and
What direction would you like your development to take?
I have developed an interest in the subject of risk management. Recently I completed a bachelor’s degree in business communication, and my next goal is a master’s in risk management.
Working and studying at the same time is difficult. Where do you get the energy from?
For relaxation I most enjoy spending time in nature with my friends, playing golf or skiing in the winter,
sometimes on the slopes and sometimes on tours. If the weather is bad I like to cook for my family and
friends – with a good glass of wine of course.
Interview: Natalie Kolb, Head of Marketing
Natalie Kolb has been working for Kessler since 2014. She is a member of senior staff and heads up Marketing.
Ms. Kolb, what are your duties as head of Marketing?
I’m responsible for Marketing for the entire company. This includes managing all communication channels as well as branding. Right now we’re very busy implementing our new corporate visual identity.
What is the new corporate visual identity all about?
Satisfied customers are our top priority. That’s why we’d like to be even closer to our customers and advise them on an even more personal and individual basis. Our intention is that our new corporate visual identity should reflect this by focusing on our employees and appealing to our customers on a personal level.
How do you measure customer satisfaction?
Since 2008, we’ve been conducting surveys among customers and potential customers every three years in collaboration with an independent market research institution. These surveys measure how satisfied our customers are and how they perceive us. We have just received the results..
What are the initial findings?
Our customers remain very satisfied, so that’s something for us to be pleased about. Nevertheless, the
survey did produce some vital insights. For example, we found out that our customers greatly value personal service and regular contact with their client executive. We will gladly continue to meet these needs.
What next steps are planned?
We will now closely analyze the results and take appropriate action, both at the level of individual client executives and company-wide. Our main objective is to have even more satisfied customers and to maintain a high customer retention rate of 97 percent.
Interview: Sabine Wanner, Legal Counsel
Sabine Wanner is Kessler’s Legal Counsel. She worked in the Zurich head office for 17 years, but moved to Lausanne in 2016 and has since been supporting Kessler from there.
Mrs. Wanner, you’ve been working for Kessler since 1999. What are your tasks?
As the legal counsel, I’m responsible for answering all queries about legal issues. Primarily, though, I support our clients when they make claims, including in negotiations with insurers, who are adopting an increasing critical view and are constantly and laboriously looking for ways to reduce the amounts they pay out.
Why do you think that is?
Well, one reason is the pressure on costs. Because their premium income is falling, they’re operating in a more competitive environment and subject to more and more regulation. Another is that it’s more difficult now for insurers to generate investment returns.
So, you’re negotiating with insurers year in and year out?
No, I also help our clients with all the legal and regulatory issues they have to deal with in terms of insurance. That includes contract management in terms of liability and insurance cover. I’m also responsible for compliance at Kessler.
Now that you’re working in Lausanne, does that mean all your clients are from French-speaking Switzerland?
No, I work for Kessler as a whole and am often in Zurich. I moved with my family to French-speaking Switzerland last year because my husband works in Geneva. I can now carry on working for Kessler from Lausanne. That’s a privilege.
So, working in Lausanne and Zurich, with two children of school age – how does that work out?
My husband and I split childcare and career, so we manage to reconcile the two. Not only can our children grow up bilingual, but they’re doing it in one of the most beautiful regions in Switzerland.