Business Services

Christina Norrbring

Head of Business Services

Great place to learn about banking from the ground up

“Once the sale is completed, our job starts. We work with the bank’s deliveries every day and make sure everything works,” says Christina Norrbring, who heads the Business Services unit and is leading SEB’s automation journey.

Christina Norrbring has a long career at SEB and has moved among various parts of the bank’s operations. She joined SEB in 2008 in the Technology division, where she was in charge of 1,200 employees in IT development. After just over a decade, she became head of business development for the Swedish banking division, Corporate & Private Customers.

She has now gone over to the Business Services unit, where she leads some 1,700 employees. They are the link between customers and the bank and make sure that all practical matters work surrounding loans, handling of funds, trading settlements, customer reports and enquiries from authorities.

“We work with all of the bank’s customer segments in all countries and in all markets,” she says. “Our largest units are in Riga, Vilnius, Stockholm, and Singapore. Business Services is an essential part of the customer delivery and a great place to learn banking for real.”

As head of Business Services, Christina is leading the work with SEB’s automation journey. This entails fully automated processes as far as possible, where customers’ transactions can be performed directly without manual handling by the bank’s employees. This transformation is being conducted with the help of robot programming and to a growing extent with machine learning and AI.

The aim is to improve the customer experience, shorten lead times and increase accessibility 24 hours a day.

“Of course, there are complex matters that require human dialogue. But in many cases, customers expect a greater amount of automation,” Christina explains. “A customer applying for a home mortgage does not want to wait for manual handling, but instead wants an answer immediately to be able to cancel, refinance or pay off a loan on their own. The same goes for businesses. They don’t want to have to call someone to get a report on their bank data or make a change to their banking arrangement.”

Greater automation also reduces the risk for errors. The more manual work that is done, the higher the risk is for an error.

How is it working for a bank?

It’s not at all like people think. Now I have had the good fortune to be part of the transformation that the entire banking sector is currently undergoing, with digitalisation as the main driver. It’s very exciting! Since I have worked in various parts of the bank, I have also had the opportunity to see this development from many perspectives.

It also adds an extra dimension to work in a societally essential company that plays a vital role in keeping the wheels of the economy rolling. It’s stimulating to feel a sense of purpose of why you go to work.

What advice would you give yourself as a younger person?

Take it a little easy. It’s not important to have your career crystal-clear and charted out. On the contrary: Take opportunities as they come but be cognizant of what energises you and not only what others think is important. Trust your instincts and don’t be afraid to try something new.

If you want to work for a bank, Business Services is a great place. Here you get insight into the bank’s entire customer deliver and all its business processes.

Inga Burmeistere

Team manager at Client Data Management, SEB Global Services

Inga's career story: seizing growth opportunities

Inga started her career at SEB five years ago, changing her field of work from aviation to finance. In January of this year, Inga became a team manager, and she admits that these five years have been full of learning, new experiences, and challenges, but Inga saw an opportunity to develop and grow in every challenge.

How did your path in SEB begin? Did you deliberately choose a job in a bank?

Before that, I worked in the aviation field for more than six years. Daily, I faced various challenges, primarily – with clients, addressing their questions. I realized that I had grown out of this position and therefore I was looking for a job in another industry, where I could not only perform my daily duties but also influence processes, improve them, and introduce new ideas. I don't like routine. I know that many people consider the bank to be a boring workplace, but when I read the job advertisement, I noticed that the list of duties was different from what I had seen before. I felt that there would be an opportunity to challenge myself, and my intuition did not fail me. Currently, I work with colleagues from many countries around the world – Singapore, China, and Europe – and no two days are the same.

Did you have to learn a lot about work processes and systems when changing the field of activity?

Yes, of course, but the process of learning the duties was organized and I was surrounded by knowledgeable colleagues all the time, there was also a mentor to whom I could ask questions, and online lessons were available that I could learn independently at a time convenient for me. I am curious by nature. I like to understand how processes work. I usually don't limit myself to my duties but try to explore other related processes as well. If you have an initiative or ideas, there is always an opportunity to improve something.

Why is it important to be open to new knowledge and opportunities?

SEB is a dynamic international environment, new opportunities to learn or improve your skills are constantly appearing here. You can get involved in a new project group, which will allow you not only to learn something new about bank processes and participate in their improvement but also to meet new colleagues and possibly gain work experience abroad. I have participated in a project where I worked in Sweden for several months and it was a great experience!

You became a team leader in January. Please tell me how you reached this new career milestone.

I have worked in this team since the first day at SEB. I feel good here, I have colleagues around me who have supported me every step of the way. During these five years, I have used various opportunities to improve myself – I learned from people around me, analyzed daily processes improved them, and participated in the development of completely new processes. I feel satisfied and happy about the opportunity to take the next step and lead a team that I have known for so long and with which many challenges have been overcome.

I take my new responsibilities very seriously and currently, my main priority as a team leader is my colleagues' well-being, development, and growth. I try to encourage my colleagues in the same way that the management once encouraged me – to show initiative, to step out of my comfort zone, and to propose ideas even in cases when I do not yet know if and how they can be implemented.

What support does SEB offer if you are in doubt about the next step in your career?

There are many opportunities to move forward. We have knowledge platforms Campus and Pluralsight with learning materials on a wide range of topics, from finance and technology to psychology and leadership. Development coaches are available to help you understand what direction you want to go and what skills you need. At SEB, you can find many opportunities to develop your career not only vertically, but also horizontally – we have many business areas and each of them has different work tasks. It is not always possible to understand in which field you will be able to find a better application of your abilities, therefore we also have internal career days and opportunities to shadow colleagues in other departments, as well as an internal job advertisement portal. Everything is in your hands!

What would you recommend to people who are considering joining SEB?

I would say – if you have the desire to grow and develop, here will be the right place for you. Here, learning is part of the internal culture. People are supportive and open to new ideas and your initiative will not go unnoticed. There are also many opportunities to enjoy being together with colleagues and "recharge your batteries" without leaving the office – visiting the gym, game room, library, in warm weather – enjoying the panorama of Riga from the roof terrace. This environment and people inspire me every day!

Kalvis Kulbars

Team Manager at Payment Services Testing Team, SEB Global Services

The result depends on your willingness to learn

Kalvis is a dad of two who has been working at SEB for 8 years now. The interesting fact about him is that if he did not work at SEB, he would be a historian. As the current team manager for the Payment Services Testing Team in the Payment Services department, Kalvis has been eager to foster a culture of curiosity and learning amongst his colleagues. He sees SEB and the world in general as an ever-changing environment, which teaches him something new every single day. Kalvis is always ready to upskill and keep growing to succeed and help his teammates, even if it means stepping out of his comfort zone. 

What do you do at SEB? 

Currently, I am the team manager for the end-to-end testing team in the Payment Services department. Recently, I switched teams from the production to the testing team. I have worked at SEB for eight years, so quite a long time. I still enjoy coming to work and I love what I do, which is why I'm still here. 

What does curiosity mean to you? 

Curiosity is one of the traits that I value the most in myself and my colleagues. I think that curiosity is one of the reasons why I am where I am today. I think that in general, curiosity is one of the things that has led all of us to be where we are. If we are curious and look at things from different perspectives, we accomplish a lot.

How do you see that reflected in your everyday work? 

You cannot teach someone to be curious. You can try to, but I think it comes from the person themselves. Every day we have a lot of tasks. For someone, simply completing tasks is fine, but I like to understand the steps that got me to the result and understand what comes after. If you understand the behind-the-scenes things, it is much easier for you to work in general. 

Do you think that curiosity leads to career success?

We have different roles in which our colleagues can develop, and there are many behaviors and characteristics that need to be developed, but not everyone has all of them needed. There might be certain positions where curiosity plays a bigger role than other skills, but every person has different skills, and we can find a suitable role for everyone, where they can develop their skills best. 

Do you think that SEB is a good place to develop your career?

Certainly. Eight years ago, we had an only internal learning website, but now there is much more available - SEB Campus, Coursera, Pluralsight platforms, and other workshops that are available for employees, both internal and external. Everyone in SEB can find what their heart and mind want to learn, everything is here, but the result depends on whether a person is willing to learn. If you do not have the willingness to learn, then there is not much we can do about that. This is what I am telling my teammates. I am trying to guide them and show why learning is so important. Everything in the world and the bank is changing by hours or minutes and even now, we may be behind on the skills that are needed at the moment, so it is very crucial to reskill, upskill, and keep growing. 

Was there a certain moment in your career where you felt that you took a big step forward?

Yes, for me that moment was when I became a manager. I had worked for four years in my team, and I knew the team very well, both the processes and the colleagues. I somehow assumed that I would become a manager there, but then an opportunity to become a manager of a completely different team with new systems and people appeared. This team covered five different sites, so I needed to completely step out of my comfort zone and convince myself that I will learn and succeed there. There are always opportunities, and we must take advantage of them. At that time, I was watching an interview with one of my colleagues, and she said that if you have proven yourself in your current role, SEB will give you a new opportunity, and trust that you will learn and thrive in that position. 

What do you think makes a good team manager? 

When I became a manager, I thought I would not micromanage my employees, that I would look overhead and direct them, but allow them to make mistakes so they could learn from them while assessing potential risks. A good manager should always have an open-door policy. My workers are always welcome to come and talk to me whether it's work-related or personal issues. Psychological safety is important for employees because making mistakes is natural. I also do not mind getting my hands dirty and helping employees when they are overloaded or need some support. When I became manager of a new team, I had to find out what they were doing and after that I was ready to help because I knew what to do. Of course, boundaries are needed, but I felt that it was the best thing for me and my team. 

What are your hobbies? 

I have quite a few hobbies. The thing is when you have two small children it is difficult to combine everything. You can have hobbies, but you do not have the time for them. Now my kids are growing up and I feel that I will have more free time soon. I like playing golf. I didn't play it at all last year, but I plan to play it a few times this year. I also like riding a motorcycle. I like riding to work, it is a bit faster than public transport and it is a very nice way to clear your head after a long day at the office. I also really like history. If I did not work in SEB, I think I would become a historian. I like things like ancient mummies, Egypt, and the kind of stuff like that. Sometimes, I like walking around with a metal detector and searching for lost things. It is not about the value of the things but about the feeling of surprise and not knowing what you will find. It ties in with the feeling of curiosity, there is a moment where you do not know what you will find and that is exciting. 

Have you ever participated in any SEB events outside of work? 

I have not participated myself, but I enjoy helping to organize events. I have organized participation in the VEFRESH volleyball tournament from the SEB side and this year it will be the fifth year when I am organizing our department’s chess tournament. If there are events and I have time, I will apply. I think it is great that SEB organizes such events for employees because it can be an additional opportunity for team building and networking amongst colleagues. 

Jeļizaveta Sazonova  

KYC Regulatory analyst, KYC department, SEB Global Services

I always strive to reach my goals in work and sports

Jelizaveta started her journey with SEB through the SEB Youth LAB internship. Her path has taken her from the business services department at SEB Latvia to an international role in Sweden, and now to a position in the KYC Department at SEB Global Services centre in Riga. In just three years, Jelizaveta has shown a commitment to continuous learning and growth, which was driven by a supportive work environment and inspiring managers, and colleagues. Outside of work, she is a volleyball champion and an active runner, always pushing her limits.

Tell us, how did you start working in SEB?  

I started working at SEB through the “Youth LAB” summer internship programme. When I signed up for it, I was surprised at how many interviews there were. After I got hired, I worked in the business services department for 2 months. When my internship was done, I got an opportunity to apply for a position in the crediting board department.  There I continued my journey at SEB. I worked in that position from September until May, when I got offered another opportunity to go to Sweden for a year. There I was also in the crediting board department, but there the work consisted of broader scope tasks in the group credits department with our global clients. Afterward, I returned to Latvia where I applied to my current position – KYC Regulatory analyst in the KYC department. In July it will be 3 years since I have been working in SEB. 

What do you like the most about SEB? 

I really like the work environment and culture. I think SEB offers many opportunities, but everyone must understand that you must find and take them on your own. I really like the managers who I have had and have right now. In Sweden and in Latvia my managers have always been very understanding and supportive. They have always inspired me and shown me that everything is possible if you want to learn and achieve something. For example, when I worked in the credit board department and I wanted a change in my everyday work tasks, I went to my manager who was very open to helping me do that. He gave me different and new tasks. With his guidance, I successfully gained new knowledge and opportunities, which have brought me where I am today. 

How is curiosity and continuous learning encouraged in your team?

In my opinion, it is very important that the person is interested in their own career and development. It is crucial to understand that to grow you always need to look around and not have “tunnel vision”. For example, a good opportunity to develop yourself is through the SEB Campus learning platform, where you can find a lot of different courses. I think that the motivation to continuously grow and learn depends on the environment and the colleagues. If you are surrounded by people who are always trying to learn, then that encourages you to always reach higher and prove that you can do more. Personally, my colleagues from Sweden really inspired me with their experience stories. Most of them have been working in SEB for 20-30 years and hearing them talk about their time here motivated me to continue striving for my goals. Right now, I am involved in a project with our German colleagues and next week I have had the opportunity to visit them in Frankfurt to see and learn how they are working.

What are your thoughts about SEB Campus and other learning and development opportunities offered by SEB? 

Unfortunately, I am not using SEB Campus right now as I am very busy with other ongoing projects. But, for example, in Sweden, I had the opportunity to learn Swedish, which I gladly used. I know that there are also opportunities to take Swedish and higher-level English courses here in Riga. Sometimes, we also have different training courses and conferences. SEB also offers a grant for their employee’s education, which I am planning on using in the future to get a master’s degree in financial economics. 

In your opinion, are curiosity and a desire to learn important for success?  

Definitely! I think it is important to continuously develop yourself and step out of your comfort zone to broaden your knowledge and perspective. Every day, I communicate with colleagues from different departments, which helps me to learn and look at situations or problems from different points of view. I think it is essential to always keep in mind that every situation teaches us something new, even if you think that it is a small and boring task.

What has been the biggest driver in your SEB career?  

I think that many factors have influenced this. One of them is my personality, I am very determined. When I have a goal in mind, then I will always strive to reach it, not only in work but in sports too. I think the work environment is a big factor in it too. If you are surrounded by strong and ambitious people, then it will have a huge influence on you and motivate you to grow and always look for development opportunities. I am used to a very dynamic work setting, but I really like it. I do not like monotonous work tasks. 

Where do you see yourself in the next five years? 

I have a plan to become an expert, gain a lot of different competencies, and then look at the options where I can grow and develop myself further. In five years, I see myself still working at SEB, because I like everything here. I love the fact that SEB offers the opportunity to work in other countries as well, which I would like to try in the future. 

What do you enjoy doing in your free time? 

I am a volleyball player and, right now, I am playing in an amateur league. I have participated in every SEB tournament, where my teammates and I have won first place. This Saturday we have a beach volleyball tournament in Lithuania, where we are planning on taking the first place too. I also really enjoy running. I have finished a half marathon twice, the last one of them was the Riga marathon, which was this May. This gave me the confidence that one day I would be able to run a whole marathon. I think it is very important to keep ambition in work and sports because it gives you a big confidence boost that you can always achieve something more than you thought.

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