By RCCAQ

Diane Joly was never destined for a brokerage career; it's only by chance that she ended up in the insurance field! As luck would have it, she started off her career as a receptionist and now heads Groupe DPJL, a major firm with 130 employees.

After being hired as a receptionist by BCLP Inc., Diane Joly quickly began to expand her sphere of influence within the company. Since she was good with numbers and customer service, she decided to train as an insurance broker. Her supervisors soon came to appreciate her leadership and HR management skills: at age 26, she was appointed branch manager. Her business insurance experience certainly also weighed in favour of her rise up the ladder.

When the opportunity arose in 1991, she acquired Groupe DPJL, together with her business partner Bernard Provost. They had a straightforward goal: build up the firm while staying true to their core values and principles. They both wanted the business to keep its human touch as it continued to expand.

Over the next 10 years, Groupe DPJL completed 14 acquisitions (over 70% of its current workforce are employees of acquired companies). “Learning how to integrate companies is an art,” says Ms. Joly. “However, business leaders don't talk about that too much. They're more focused on transactions. But carrying out the transaction is maybe only 10%-20% of an acquisition! The hard part starts as soon as the deal is done.”

That no doubt explains why Groupe DPJL places so much importance on its employees. The firm is very proactive in the area of HR management and with what Ms. Joly calls “open-door administration”, through which employees are continually updated on the firm's business dealings and priorities. Much importance is placed on staff training, including a personalized development plan for each employee.

Groupe DPJL's management also ensures that all employees uphold the firm's core values. For example, they are encouraged to volunteer with community organizations. They are also encouraged to devote one full working day per year to their volunteer activities, paid for by the firm.

But transmitting values to employees doesn't end there. Ms. Joly and her team also foster local purchasing, including a program that encourages employees to obtain goods and services from DPJL clients and local merchants.

Several years ago, Groupe DPJL decided to assign a large portion of its personal insurance portfolio to one insurer. Ms. Joly maintains that this clientele has great potential, although it also poses a challenge. “The transformations currently affecting our industry are certainly challenging. But they're also exciting! And I'm convinced that we've got what it takes. Each year, we invest lots of money in understanding our clients, anticipating what they'll want tomorrow and identifying new patterns of behaviour among the younger generation. This information enables us to innovate and ensure that we are the partner of choice for all of our clients. Above all, we want to ensure that their client experience exceeds their expectations," she says.

Ms. Joly notes, however, that this proactive approach to human resources and clientele building requires considerable rigour and follow-up. “We've built a highly structured organization, based on planning and thoroughness. Nowadays, it's essential for a firm of our size to have plans in place and to be disciplined enough to follow through with them. Otherwise, no matter how promising a project looks, it will always remain at the project stage and will never come to fruition.”

Needless to say, you don't create a firm like DPJL without thinking of the next generation of leaders. In this regard, Ms. Joly is very enthusiastic. “We're lucky to have a very solid team of experienced managers who share the same values as us. Thanks to them, the next generation of leaders is in place, not only in terms of managerial skills, but also in terms of our business culture.” Ms. Joly adds with a smile that the next generation includes both men and women! “Nowadays, it's important to look for a balance between male and female talent. We need both! Of course, I'd be very happy to see more firms in our industry being led by woman, but I'm convinced it's on its way.”

Groupe DPJL wants to keep on expanding by focusing on acquisitions. “Seeing as we have such extensive integration experience, acquisition-based growth is one of our trademarks. The managers and staff of other firms know that the transition will be smooth if they join forces with us. Employee retention has always been a priority for Groupe DPJL when we're carrying out a transaction,” says Ms. Joly.