29 May 2019 ... min read Listen

When client services scrum

Lara, Circle Lead, about working agile in client services.

At ING Client Services went agile too. That means we work in teams of people with different roles and expertise, called circles. Our circle focuses on issues related to daily banking, like opening an account. Our goal? To get things done faster for our customers. My role? Circle Lead. Come again?

Like managing a team. But different.

Circle Lead is what you get when you mix a Channel Lead with a Product Owner. Well, more or less anyway. It means I do performance reviews and coach people. But I’m also responsible for the quality of the service we offer our customers.

Bottom line: it’s all about the customer experience. I play my part by making sure my team is happy and confident so they can do a good job. That also means me putting my hands in the dirt when needed.

It’s like getting up in the morning. You know you need to get dressed. But you decide what you want to wear.

Make it happen

Being successful as a team is all about communicating and helping each other out. But at the same time, it’s about trust. Taking responsibility. Showing what you can do. And getting things done. That’s how people grow. And that’s how you get chances and opportunities.

Working in an agile team comes with a lot of autonomy. I’m not there to decide for my team. It’s like getting up in the morning. You know you need to get dressed. But you decide what you want to wear.

About Lara

  • Studied Business Administration and has a master's degree in Economics
  • Is a former professional basketball player
  • Completed the International Talent Programme Retail
  • Took on the role of Circle Lead in Client Services
  • Her advice to people: do what you love
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