1. Martin Gates ACIB
16 Churchfields, Devauden, Chepstow, Monmouthshire NP16 6NB
07751 456272
martingatesjs@gmail.com
A top performing team leader with a wide range of skills and experience gained over 30 years at NatWest
Bank / RBS Group, currently in the estate / probate field. Passionate about delivering high quality customer
service, often in rapidly changing situations. Adaptable, hardworking, conscientious, innovative and
professional, possessing the skills required to exceed the needs of customers and colleagues at all levels.
Following redundancy, seeking a new challenge that embraces my skills and experience.
Key skills
Communication
 Speak with and write to recently bereaved relatives empathetically on a daily basis
 Compiled information to accurately complete probate and tax forms
 Designed, planned and delivered key business presentations, notably introducing a divisional Quality
Programme to 280 staff over 13 meetings – understanding of key messages validated at 99%
 Guide groups of National Trust members on deer park tours of Dyrham Park near Bath
Organisation
 Managed a varied caseload of estate administration cases end-to-end
 Researched, networked, co-ordinated and cascaded information about Net Promoter Score (NPS)
methodology and client surveys across RBS Wealth Planning Services (WPS) department in 2014
 Important contributor in planning the inaugural Welsh National Horse Driving Championships
 Planned, managed and delivered the roll-out of the AMOps Quality Programme, Innovations (continuous
improvement) and Excellence Awards to 280 staff at Bristol Customer Service Centre (CSC)
People Skills
 20 years managing teams ranging in size from 5 to 70+
 Performed recruitment, promotion, sickness, disciplinary and appraisal and development interviews
 Improved working relationships with internal partners, notably Business Managers
Achieving Excellence
 National Award nominee for saving over 200 hours p.a. streamlining sales data production
 Planned and implemented an audit on retail branch safe deposit items and introduced systems to
improve future audits. Yielded additional £400k regional annual income as a direct result
 Created a system to develop Bristol CSC call handling quality, which improved from 81% to 93%
Technical Knowledge
 Attained professional qualifications to validate strong computer literacy and industry knowledge
 Acquired strong skills in leading continuous improvement activity and service measurement
 Managed and resolved complaints and queries to a complex level and regulatory standards
 Well-developed analytical skills and attention to detail ensure accurate MI production and interpretation
Key Achievements
 Led the introduction of Net Promoter Score methodology and surveys across WPS as above
 Key national co-ordinator for 2004 ISA campaign and 2004 NatWest Student campaign, both very
successful
 Completed the 2010 Great Manchester Run, raising £1000 for Meningitis Now
 Nominated for the ‘Chairman’s Award for Community Excellence’ in 2009 for my work as a National
Trust volunteer ranger for 6 months during a career break
 Assessed, organised and communicated the impact of over 10 national NatWest marketing campaigns
 Created a team of approx. 70 staff across 4 disciplines from scratch, including 28 new recruits
 Played a key role in organising a task-based centre structure while expanding it to absorb another centre
 Introduced resource management systems, producing productivity gains that allowed me to reduce staff
numbers by 30%, while significantly improving performance
 Awarded a National Achiever’s award in 1999 as part of a team sent to assist a poor performing centre

2. Career History
Assistant Manager, Wills & Executor Service, WPS, Coutts & Co (Bristol) Nov 2008 – present
Managing all aspects of a team of 13, delivering an estate administration service highly-rated by clients
The National Trust, Erddig (Wrexham) Mar 2008-Oct 2008
Voluntary work with the countryside team, delivering the first Welsh National Horse Driving Championship
Estate & Trust Administrator, Coutts & Co (Bristol) Apr 2005 – Feb 2008
Handling all aspects of estates of deceased clients and managing Trust Funds from opening to closure
Relationship Support Manager, NatWest Operations Central Support (Bolton) Dec 2004-Mar 2005
Enhanced working relationships with internal depts. and helped control a £4.5M budget
Service Quality/Improvement Manager, NatWest CSC (Bristol) Jan 2003-Nov 2004
Developed processing quality and promoted continuous improvement to 330 staff
Customer Service Manager, NatWest CSC (Bristol) Sep 2001-Dec 2002
Managed 75 staff across 4 teams handling all aspects of regular payments and client enquiries
Deputy Operations Manager, NatWest CSC (Bristol) Nov 1998-Aug 2001
Managed 7 Assistant Managers, each running a team of 16-25 staff; Quality Controller
Manager, Accounts Control, NatWest Customer Service Centre (Bristol) Jun 1997-Oct 1998
Managed 36 staff in 4 distinct teams; Account reconciliation, Statements and Customer enquiries
NatWest SW Regional Office (Exeter & Bristol) Mar 1991-May 1997
Regional Sales Co-Ordinator1, Assistant Regional Administration Manager2
Establishments Officer2, Lending Officer & MI Officer
1Responsible for a £4M budget including charitable donations and administration for over 40 peripatetic staff.
2Handling complex regulatory complaints and negotiating regional -wide staffing levels
NatWest Branches x 5 (Exeter, Tiverton & Torbay) Jul 1984- Mar 1991
All clerical duties undertaken from cashiering to lending while on a management development scheme
Education History
Filton College, Bristol Apr 2000-Aug 2001
 City & Guilds in Computer Applications, Level 1 and 2
Torbay College, Torquay Sep 1994-May 1995
 RSA Typing stage 1
Exeter College, Exeter and Private Study Sep 1987-Jun 1993
 Associate of the Chartered Institute of Bankers (ACIB – degree equivalent)
Exeter College, Exeter Sep 1982-Jun 1984
 ‘A’ level Geography
 ‘A’ level Pure Maths and Statistics
Hele’s High School for Boys, Exeter Sep 1978- Jun 1982
Eleven ‘O’ levels attained including
 English Language
 Additional Mathematics
 English Literature
 French & German
 Physics
 Geography
Interests
 Volunteer deer park ranger with the National Trust, Dyrham Park for 10 years
 Supporting my local community by volunteering help at village events e.g. bartending
 Personal fitness – regular gym goer (qualification in health & personal fitness attained)
 Gardening & DIY
 Reading, walking and listening to music
 Former Church Treasurer, Junior Chamber of Commerce member and MD of a property management
company