1. Magdalena Gacek
● Mobile: 07738200753 ● E-mail: magdalena.gacek@yahoo.com
Education
2001-2006
WSB-NLU School of Business – National Louis University
• Master of Art in Corporate Management Nowy Sacz, Poland
• Bachelor of Art in Marketing and Management Chicago, USA
1997-2001
II High School
• Concentration in biology and chemist Rabka-Zdroj, Poland
Achievements
Award for the best Risk and Control Service Manager in the Region, Santander UK
Award for the best employee of the quarter, Santander UK
Work Experience
12.2008-10.2009
03.2010-present Santander UK London, England
Risk and Control Service Manager/Assistant Bank Manager
Managing the branch within quality and control procedures, ensuring risks are identified and
addressed:
• Ensuring the branch environment and team operate within defined policies and procedures in line
with regulatory and financial security requirements as well as all areas of Risk detailed in the
Branch Risk and Control Binder.
• Assuring all areas of the Branch Risk and Control are fully actioned and finding reported to the
Branch Director, immediately notifying managers and Regional Risk & Control Manager of any
significant findings or breaches.
• Preparing Weekly Risk Managements Review meetings and reports.
• Monitoring all Risk and Control updates on a daily basis and reviewing Operational Risk MI
reports.
• Carrying out regular compliance testing and AML checks.
• Developing and implementing remedial action plans where service quality and control is below the
required standard. Making sure that root causes are identified and correct actions are taken to
avoid recurrence.
• Implementing and maintaining the Risk Management Control Manual across the whole branch and
team, making sure all staff are aware and trained in these procedures.
• Making sure all recurring risk and control tasks are completed within timescales specified in the
activity schedule, proactive approach in thought and action.
• Supporting investigation processes by internal departments and ensuring recovery plans are

2. effectively implemented.
• Supporting other Risk and Control Service Managers by covering different branches and
implementing new changes and procedures to the region.
• Working close with Regional Risk & Control Manager in the region by training and couching exiting
and new members of staff.
• Managing change communications and interventions to all Risk and Control Service Managers in
the region to prepare for implementing and embedding the changes.
• Change specialist and Risk coordinator in the region.
• Observing practices in different branches, initiating the actions plans and monitoring effective
improvements and reporting to Regional Risk & Control Manager.
• Assisting where difficulties are identified to support other branches and Risk and Control Service
Managers.
• Providing new plans and recommendations to ensure that regional enforcements is improved and
enhanced.
Providing a great experience for customers:
• Ensuring the professional appearance of the branch at all times.
• Assuring the image of the Bank is promoted effectively through a positive and motivated workforce.
• Planning, monitoring and reviewing the customer service provided in branch to ensure all service
standards are met.
• Ensuring customers are served efficiently through effective queue and customer flow management
all the times.
• Following company complaints procedures - Meeting customer and resolving their complaints and
issues quickly and efficiently.
• Making sure all customers are offered a choice of how they would like to do business with us and
through all channels. 100% customer focus.
Delivering business and sales performance:
• Agreeing actions for a team with Branch Director and always knowing how they are performing
against these.
• Observing and coaching service team to ensure they deliver efficient sales and service
performance.
• Looking for opportunities to attract new customers and retain and grow relationship with existing
customers.
• Ensuring customers are referred to the right sales colleague in the appropriate branch and
channels to meet their needs.
• Working with sales colleagues to track the referrals, reviewing effectiveness of hand offs and gather
feedback for purpose of coaching and recognition.
Leading and developing branch team:
• Identifying and addressing training and development needs for staff.
• Leading and motivating a team that continually aims to deliver high performance and taking pride in
helping customers make and save money every day.
• Setting challenging performance standards and recognising good results and behaviours.
• Addressing and managing under performance and conducting in a timely way as soon as it is
identified following company guidelines.
• Involving whole team on working together to improve branch performance.
• Helping team to understand and implements new changes successfully.
• Knowing the skills of service team, allocating people to the right activities according to their skills
set and developing them to realise their potential.
Managing resources effectively and within budget:

3. • Planning future requirements and allocating resources effectively.
• Planning ahead to ensure that key positions in the branch are manned at all times.
• Supporting Branch Director in recruitments interviews, ensuring that people with the right skills and
behaviours are recommended for the jobs.
• Monitoring and acting on instances of high turnover and sickness absence.
• Following employment policies and procedures and keeping HR Online records up to date at all
times.
• Carrying out responsibilities in respect of health and safety of colleagues and customers.
11.2007-11.2008 Santander UK London, England
Nominated Deputy Manager (Supervisor)
• General banking back office administrations support. Duties as follow: cash banking, book-keeping,
preparing daily reports, running daily huddle, sending and checking applications from banking
sector (bank accounts, savings accounts, loans, credit cards), attending teleconferences, preparing
internal post, diary management, answering, directing and logging on calls, photocopying, faxing,
scanning, filing, typing and archiving documents and records.
• Dealing with large amount of money (deposits, withdrawals, transfers, telegraphic transfers
oversees, cash and cheques banking)
• Cashiers supervise and support (balance checking, authorising cashiers transactions)
01.2007-10.2007 Santander UK London, England
Customer service advisor
• Efficient and accurate customer service.100% customer focus.
• Providing an advice and support to the customers in regards to any enquiry related to banking
services, ranging from updating customers details, accounts support, phone and mail customer
contact to booking in appointments and applying for account facilities.
• Downloading and submitting forms related to banking services, taking on complaints and writing
business letters.
• Liaising with variety of departments in order to get any enquiry resolved and building rapport with
customer to help deliver friendly and responsive customer service.
10.2009-02.2010 Carrier break, traveling
Skills and key competencies
IT skills: Microsoft Word, Excel, Power Point, Access.
Courses: Customer Service, Risk and Control, Sales Management and Effective Planning, Effective
People Management, Effective speaking course, BAC-Business English Certificate Course
Languages: Polish – native, English – fluent, German - pre-intermediate
Interests and references
Marketing, advertising, PR, sport, music, travelling, foreign languages and cultures.
References available on request.