Katrin Laanemets: Holm - A Wonderland for Employee Growth and Self-Realization

I feel like "Alice in Wonderland" at Holm, where the impossible becomes reality. I thrive in a changing environment; it's stimulating and exciting, creating opportunities that just need to be seized. I'm used to a fast-paced work rhythm, which captivates and motivates me. I can't imagine doing a job that's calm, framed, and planned out every day.

Rapid Growth 

I joined the Haapsalu-based company that offered Liisi hire purchase a little over six years ago. Soon after, the company obtained a banking license and became Holm Bank AS. Since then, there has been tremendous growth – teams and the bank have grown, numerous new products have been developed, efficient procedures and IT solutions that enhance customer convenience have been created, and the Latvian market has been added to Estonia, among other things. Holm is a small Estonian bank that understands the Estonian people, offers personalized solutions, and competes boldly with large banks.

The Company Creates Growth Opportunities 

I initially worked in the card sales department as a client consultant, but just six months after starting, I was offered the opportunity to lead the department. I greatly appreciated the opportunity; it was both recognition of my quick grasp of the department's topics and motivation to learn new nuances and continue developing.

The bank developed rapidly, the card sales department was merged with the after-sales service unit, and after some time, also with customer support. Today, I am the head of the card and customer support unit. I am sincerely grateful to Holm for offering development opportunities to the company's employees first and only then looking for new people from outside. I like to think that everyone finds a job in our company that matches their profile, either they immediately fall into a suitable role, or they move there over time. The important thing is that there is an opportunity to develop.

Team Integration and Activation 

The changes at the bank have been significant for both myself and other employees affected by the departmental restructuring. As a young manager, my biggest challenge was how to get the new teams formed from different units to trust and support each other, to breathe in unison. Changes are not equally easy for everyone, and my task was to figure out how to unite and motivate people in new formations, to create a sense of security. It seems that I managed quite well, as I was awarded the title of "Support Person of the Year" at the end of the same year.

Diversity Rules

I really enjoy the diversity of my work, and often I find myself dealing with topics I had no idea about in the morning. I am just one person at Holm, but thanks to my work, I can shape the company's image and thus be part of something bigger.

I could go on talking about the team and people, but my job also involves leading the development of the card as a product. The main developments coincided with the Covid period, which was very intense. But we managed, and thanks to that, we can now offer customers functionality that the card did not have before. There were certainly setbacks, but we learned from them, and in the end, I think we got an almost perfect product, and customers have a safe and functional credit card to use. However, the work did not end there; we continuously develop and improve the card.

Time is Valuable for Both the Customer and the Employee 

Our company understands the importance of time. Tasks must be done efficiently and conveniently for both customers and employees. Work on developing processes and systems is constantly ongoing. All our services are online; we are like a bank in your home, and it must be very convenient and fast.

Employees particularly appreciate that Holm respects each other's time, our meetings fit within the allotted time frame, and thanks to this, it is easy to plan work. Information flows well between teams, everyone is aware of their goals and results.

The Importance of Customer Feedback 

The goal of customer service work is to support and advise clients. We aim to create value for customers and provide solutions. I am happy when we can bring a sparkle to the customer's eyes and make them feel cared for. We have developed a customer feedback program to keep track of how they rate our work and services. This information provides us with invaluable input, which we use in both customer service work and the development and improvement of services.

Active Lifestyle

At Holm, a sporty and healthy lifestyle is highly valued, and many employees engage in various sports or prefer to walk a lot. Above all, I enjoy walking in nature, often using my lunch break to walk by the sea in Haapsalu. It relieves stress and keeps the mind fresh. Additionally, I go running in the evenings, which tires me out and helps me sleep peacefully through the night, so I can be fresh, rested, and full of energy in the morning.