Working in different parts of SEB has given me a good understanding of the bank

Catrin Tetzell works as Head of Customer Lifecycle Services (CLS), the newest area within Business Services, which covers lifecycle-related services and processes spanning across SEB. As the leader of an organisation with around 200 people, the majority of whom are based in the Baltics, Catrin focuses on ensuring stable customer delivery while also driving development initiatives – something her strategic and operational background uniquely equips her to handle.

Catrin joined SEB in the autumn of 2010 after five years as a management consultant, with the bank as a client. She began her internal career as a strategic consultant at SEB Way, a role that laid the foundation for her career path within the bank.

– Through SEB Way, I gained a good understanding of the bank’s business areas, and I then moved on to become a team manager within Business Services. Since I had previously worked strategically, switching to Business Services was an adjustment, but it gave me a completely different understanding of the bank’s operations. Two years later, I was responsible for an entire department within the unit. In the following years, I also had the opportunity to manage Nordic customer service at SEB Kort and served as Head of Transformation & Development for the Group & Business Services division, before stepping into my current role as Head of Customer Lifecycle Services.

Customer Lifecycle Services: A broad area with great responsibility

CLS works on processes related to regulatory requirements and the prevention of financial crime, such as Sanction Screening and KYC, as well as lifecycle processes like reporting, offboarding, and data management.

– Business Services works toward efficient and high-quality customer delivery, often at the request of a clear counterpart from one of SEB’s business divisions. However, within CLS, we work with many parts of the business side and multiple products and customer segments. This can be challenging, but we have made significant progress in improving several of SEB’s cross-services by driving more strategic development in these areas, where Business Services often has a comprehensive view of the customer delivery.

The best part of the role

– I’ve always felt that I’m growing and learning more in every role I’ve had at SEB. What’s particularly exciting about my current role, and Business Services in general, is being part of the journey to becoming a more data-driven organisation with a strategic focus on improving and automating customer delivery. I get to work on issues that are truly at the heart of the bank and, in many cases, critical to the customer experience. My role gives me incredible breadth, both in terms of specific issues and also the many touchpoints. While working so broadly can be challenging, it’s also what makes it fun, and I see great potential for CLS and all of Business Services moving forward.

What has kept you at SEB?

– I’ve always had fun at work. There have always been new things and roles to take on, which keeps the pace up and ensures that development never stagnates. There’s so much to learn at SEB and from all the competent and professional colleagues.