Małgorzata Adamczyk

Scope of duties:
I was responsible for Internet & mobile banking for individuals and micro customers, in which:
1) Carrying and supervision of Project creation and implementation of internet & mobile banking for individuals and micro customers;
2) Designing and supervision of the implementation of business processes in electronic channels (sales and after – sales service processes);
3) Business R&D in terms of innovations in product, processes, functionalities e.g.
• first bank on the PL market build on the Open API platform;
• the highest share of digital sale in CA acquisition - 70% of CA opened fully online
• without touch of physical person in scale of sale: several thousand CA monthly (market average is ~20% e.g. Alior)
• access for third party (online proxy) for individual and companies as a first bank on the PL market;
• smart savings – virtual envelopes
• panic button for children
• one access to business and individual finances independently on number of users and type of company - IDG or partnership;
3) Leading PSD2 program – designing idea, business opportunities and implementation (regulation and non-regulation part of PSD2). Non regulation part:
(trend) financial aggregation as a first bank on PL market
(innovation) AIS in KYC process
(Innovation) CA and lending switching from bank to bank fully online in several minutes;
4) Supervision of operational risk in electronic banking area;
5) Budget planning and supervision of its implementation in terms of strategic projects and sale in digital channels;
6) Project of designing and implementation of CRM solution;
7) Cooperation with Fin-tech’s from different area (payments, process excellence etc.);
8) Planning and management of migration processes;

Achievements:
1) First bank in PL market offering fully electronic way of client identity verification based on the biometric tools and video;
2) Digital channels as a leading channels in terms of clients acquisition – 70% CA is opened in fully online process.
3) Strategic portfolio of project – ideation and implementation: Electronic Banking for individuals and micro clients, CRM, PSD2 regulation and non-regulation part e.g. switching CA from Bank A to Bank B in fully electronic way (unique concept in PL – benchmark Monzo Bank), strategic project ideation of Pan-European Bank for micro clients (concept for investors in UK);
4) Leadership of highly qualified people in three teams: eBanking, BPM, CRM, digital sale;

Scope of duties:
1) Establishing, carrying and supervision on the operational level merger and data migration from Electronic Banking Systems of Meritum Bank to systems of Alior Bank;
2) Establishing rules of communication to clients concerning merger in terms of electronic banking area;
3) Responsibility for concept of strategy for electronic channels development in Alior Bank (Internet, Mobile and Clients Service System in Branches) for the period 2016-2018.
4) Establishing Bank policy in terms of cooperation with external suppliers;
5) Elaborating and conducting of tender in terms of new systems and preparation of recommendation of suppliers;
Strategy & results of tenders were approved by Management Board of Alior Bank SA.

Scope of duties:
Responsibility for the three areas:
1) Internet & mobile banking for individuals and corporate/SME customers:
• Carrying and supervision of Project creation and implementation of internet & mobile banking for individuals and corporate customers;
• Designing and supervision of the implementation of business processes in electronic channels (sales and after – sales service processes);
• Monitoring and analysis of the competition and trends in the area of electronic channels – development of strategies for the development of electronic channels;
• Supervision of operational risk in electronic banking area;
• Budget planning and supervision of its implementation in the electronic channels area;
• Developing and maintaining cooperation with e-commerce partners – development of e-commerce tools;
2) Internet marketing
• Planning and supervise the marketing campaigns of the Bank of the allocated budget;
• Cooperation with the Media and Interactive Agencies;
• Supervise the work and maintenance of the portal (website) of the Bank;
3) Telemarketing
• Designing and implementation of Telemarketing processes;
• Planning and supervision of execution of the sales in the area of Telemarketing;
• Functional controlling and monitoring of work under its team in terms reducing the risks;
Achievements:
1) One of the most innovative electronic banking system on the Polish market in terms of functionality and ergonomy - high assessment of the banking industry and second place (after mBank) in the Newsweek rank in category Friendly Internet Bank 2011;
2) Designing of the most optimal processes on the Polish market (sales and after-sales service processes) adopted to the Internet& mobile;
3) Concept development and supervising the implementation of the first of the Polish market PFM application integrated with electronic banking system – the project was carried out on the basis of the best international trends of electronic banking development;

Scope of duties:
1) Cooperation with the management of the Bank, contributing to development strategy of electronic channels. Contributing to electronic channels policy and the development of electronic banking system based on the standards of Nordic Countries (one of the first electronic banking system on the Polish market – 2001).
2) Creating from scratch and develop Customer Service Center Nordea Bank Polska in Gdańsk area (unit exists till now).
3) Designing and development of new products and project in electronic banking area, analysis of competitors and available solutions on international markets;
4) Managing and supervising the work of the Contact Centre, coordinating activities, budgeting, reporting directly to the Executive Board of the Bank. Determination of development strategy, analysis of results. Supervising of implementation rules for recruitment, internal training and coaching staff in Contact Centre.
5) Implementation and development of the policy of selling products and services through electronic channels.
6) Responsibility for implementation of the CMS (contact management system for Poland and the Baltic countries) – from the business side.
7) Preparing and conducting external and internal presentations concerning electronic banking. Organization and participation in marketing activities, seminars, conferences.
8) Controlling and monitoring the work of subordinate units in terms of reducing operational risk, credit risk and reputation risk;
9) Cooperation with representatives of the Baltic and Scandinavian countries in range of projects.


Achievements:
1) Creating from scratch and develop customer service center Nordea Bank Poland
2) Development of electronic banking of Nordea (SOLO system), which was awarded by independent experts (one of the first on the market of banking in Poland).
3) Coordinating project of implementation of electronic signature in electronic banking with cooperation of Polish Security Printing Works.
4) Adaptation of internet banking system for blind and partially sighted people – first such adaptation on the European market.
5) Introduction of Nordea Bank Poland on the market of B2C in the electronic communication channels – development of e-commerce tools.
6) Finalization of first phase of the implementation of the CMS (contact management system) for Poland, Lithuania, Latvia and Estonia.