Shauna Ward – Account Executive – Omni
Since joining Castle Trust Bank, I have had several roles (starting in Customer Services, then Collections, followed by Retail Support. I managed to secure a secondment opportunity in sales and found the relationship management aspect to be an exciting challenge. This combination of supporting retailers and managing relationships sparked my interest and motivated me to pursue this role.
What did you do before joining CTB?
Before joining Castle Trust Bank, I worked as a carer and support worker for young vulnerable adults.
What attracted you to working for CTB?
What attracted me to working for Castle Trust Bank was the opportunity to start a new career with development opportunities and pursue new challenges. The comprehensive benefits that CTB provides, along with its supportive work environment, made it an appealing choice.
What roles have you had since joining CTB?
Since joining Castle Trust Bank, I have had several roles. I started as a Customer Service Advisor in Omni Operations, then moved to the Collections Team. After that, I transitioned to the Retail Support Team, followed by a secondment as a Business Development Executive for the Omni Sales Team. Currently, I hold a full-time position as an Account Executive.
What attracted you to the role that you are in today?
What attracted me to the role I am in today is my experience in retailer support, where I really enjoyed communicating with retailers and providing them with the support they needed. During my sales secondment, I got a peek into the commercial team and found the relationship management aspect to be an exciting challenge. This combination of supporting retailers and managing relationships sparked my interest and motivated me to pursue this role.
What (and why) do you enjoy most about the role that you do?
I enjoy being an Account Executive for a CTB because it allows me to work closely with retailers. What I find most rewarding is building strong relationships with clients and seeing the positive impact our services have on their businesses. Within this role, I also appreciate the opportunity to collaborate with different departments across CTB, which allows me to build internal relationships and gain insights into various aspects of our operations. The fast-paced nature of the role keeps me engaged, as I continuously learn and adapt to meet the evolving needs of our clients and industry.
What have you found challenging about your current role?
A challenge I have faced in my role as an Account Executive is navigating the diverse needs of retailers. Every account is different, and learning how to manage and address specific requests has been an ongoing learning experience. However, overcoming these challenges has been rewarding as it provides opportunities to develop my skills and deepen my understanding of client needs. It's gratifying to see how effectively meeting these diverse needs strengthens client relationships and contributes to their success.
What training and development opportunities have you / are you receiving?
All colleagues received the training development pack which provides guidance on identifying learning needs, planning for new initiatives, and utilizing a Skills and Competency Framework for self-assessment. In addition, we have regular training sessions we can attend face to face, for example I have recently completed the conflict management, prioritisation and presentation skills training sessions.
What are your future career aspirations?
My next step in my career aspirations is to become an Account Manager. I'm eager to take on more responsibility and further develop my skills in client relationship management and strategic planning.
How would you describe the culture here at CTB?
At CTB, the culture is incredibly supportive. In every team I've worked with across the business, there's a strong willingness to collaborate and help each other succeed. The managers here are also remarkably supportive, understanding, and motivating, which creates a positive atmosphere for growth and achievement.
What makes CTB a unique place to work?
CTB is a unique place to work because it offers a level of flexibility and adaptability that you don't often find in the banking industry. The flexibility allows us to quickly adjust to changes in the market and customer needs, which keeps us agile and responsive. It nurtures a work environment where creativity thrives, and ideas are efficiently implemented to meet client needs.