Customer Services Manager, Lithuania
It’s my job to lead the IT Service Desk staff so that they provide great support for all. I get to influence the Desk’s strategy and direction, and I analyse our service performance so that I can identify where and how to improve it. Effectively I own the relationship with other Support areas and, as importantly, I have to make sure the right support is in place when new services become live.
The most exciting project I’ve run was insourcing and transferring the IT Service Desk from Budapest to Vilnius, which meant training 85 new agents at the new location, implementing and adjusting procedures to give better customer service, analysing statistics, forecasting, planning and much more. We transferred it successfully and met all our main Key Performance Indicators earlier than planned.
Barclays really cares about people development and career planning. The variety of training and support we receive allows us to achieve the best results and develop our strengths and talents. Supporting our colleagues on any IT query gives us all a deep understanding of how important the right technology is nowadays.
As for the future, I see myself gaining more experience and responsibility in this company. Barclays is a huge corporation and there are many opportunities for me to take, and to contribute to its success.