Episode 3: Nurturing long term employee motivation and commitment is a key enabler of excellence
Nina has been with Lombard International Assurance for over 16 years and knows the company like the back of her hand. Today, she is a Senior Account Officer within the German Partner & Client Services team. With all this experience, she expertly uses and shares her knowledge with great enthusiasm and passion to deliver excellence to the partners and clients she serves, whilst helping and supporting her colleagues. Always cheerful and encouraging, she is well known for her positivity and good spirits. We had an engaging conversation with Nina to find out more about her and where her legendary enthusiasm comes from.
You joined Lombard International Assurance in 2002, 16 years ago. Are you still truly motivated?
It’s a question I’m often asked but I don’t really understand why I should feel less motivated in my job, just because I have been here for 16 years. It’s actually the opposite feeling for me! Having such an in-depth knowledge of the company is highly fulfilling and helps make my day-to-day work more efficient and pleasant. It actually pushes me to remain at the top of my game, to step out of my comfort zone and try to cover more ground. It is very rewarding and I think the more you get involved, the more you learn and the more committed you become! Nevermore so at Lombard International Assurance where we have such a dynamic and innovative working environment - it’s impossible to get bored! And believe it or not, knowing how much the company has grown and evolved over the years, I sometimes feel like a new joiner all over again! I love that feeling!
So then, what specifically motivates you at work?
It’s a mix between feeling good in my current position, being recognised by my boss and colleagues and sharing the company’s vision and values. More broadly speaking, I think that motivation relies on two factors: one that is subjective and depends on your aptitude and what you like; and the other that is more about the ability of a company to define and communicate its values and vision which is then shared with the people. At Lombard International Assurance we have our SPIRIT* values. They work well for me and I like the fact that the company is vocal about its mission to create and deliver high-end bespoke wealth and succession planning solutions to our partners and clients, delivering an outstanding standard of service. And there’s more: Lombard International certainly is a company that takes care of its employees and allows them to enjoy both their professional and personal life, I am working part time so I can spend more time with my kids who are my biggest inspiration and driving force.
What do you like the most about working in the Partner & Client Services department?
Firstly, the opportunity to work in a multi-cultural environment that creates an amazing working atmosphere. PCS represents a central part of our company as we are the ones interacting every day with our partners and clients in all of our 20+ markets, answering their questions and striving to meet their high expectations on a daily basis. Our job might not be about complicated strategies and mathematical formulas, yet handling our partners and clients’ queries efficiently, here and now, while maintaining an innovative and forward thinking mindset, it’s quite impressive and this truly energises me every day. No two days are alike.
What does Service Excellence mean to you?
For me it’s about exceeding our partners and clients’ expectations. I’m proud that, over the years, I have managed to build trustworthy relationships with our longstanding partners. Every day, they get in touch with me knowing I’m by their side and that they can count on me. Exceeding expectations also means understanding the specifics and uniqueness of each client, and being able to offer them a tailor-made approach which will make them feel special. I have to admit that German clients and partners are quite unique in character: they know exactly what they want!
What would you say to a person who would like to join PCS?
It’s the right place for people who enjoy delivering great results by delighting the customer. Patience, reliability and self-confidence are also strong assets. My wish is to maintain our great team, the spirit and support Lombard International’s growth.
SPIRIT: Soul of a small company, Passion, Integrity, Respect, Innovation and Teamwork