Aiste Skardze: My motivation is positive feedback from clients

• Title Head of Cash Management Client Services department at SEB Global Services
• Education Bachelor’s degree in Business Management, Vilnius Technical University
• Personal interests Basketball, podcasts and longs walks along the beach

Aiste leads a team of 100 people most of whom are in direct contact with SEB’s corporate customers from Scandinavia, UK and Germany each day. “Interaction with customers, making sure they get the best service and hearing their feedback are the best parts of my job,” says Aiste.

How long are you with SEB?

I joined SEB in 2008 because it has an excellent reputation as an employer and I wanted to work in an international environment. I was recruited as manager of the team responsible for opening and closing accounts for private individuals in Sweden. Over the years our organization kept on growing and taking on new functions, and eventually it was reorganized as a department. Then I went on a maternity leave and when I returned, I accepted the Payments Operations department manager position in Riga. I spent three years in Riga, and during this time I grew as a leader and changed the way I work. I came back to Vilnius in 2019 and I am currently responsible for Cash Management Client Services department.

Tell us about your responsibilities

Unlike most departments in Global Services, my department works directly with customers. We have approximately 70 client service managers in my department, and each of them has a client portfolio. Our customers are corporate organizations from Nordic countries, UK or Germany who are using our cash management services. We also have a team of 20 employees who are integrating client finance IT systems into our infrastructure for a quick and convenient access to our services.

My highest priority is making sure that our clients receive the best service we can offer. I am always looking for opportunities to develop the knowledge and skills of my team members so they can be better in supporting our clients. My work day is usually quite full with meetings, but if something goes wrong and we have an issue with a client or there is a complaint, I am dropping everything and joining my colleagues to help fix it. Client feedback is key for us.

What are the things that motivate you?

We have a culture of sharing positive feedback from clients. Whenever someone in my team receives good client feedback, we share it with the whole team. For the team it is important to celebrate our success together. For me, it is very motivating and it is the best inspiration to continue going the extra mile.

Please share your hobbies with us. What are the things you like to do after work?

I am a curious person. I do a lot of self-learning through sites like Coursera, I listen to podcasts and audiobooks about leadership, business and psychology. Basketball is my favourite sport since the childhood. I played it since the age of seven until I was 18, and now I like to follow interviews with the best basketball players to understand their motivation and what drives them to improve. I also like being in nature, going for walks and hiking. I am an outgoing person, but I also need time to be alone. So sometimes I put on a good podcast on my earphones and go for a long walk.