Pauline White

WORK HISTORY

EDUCATION

SKILLS

ABOUT PAULINE WHITE

I’m a commercially driven Senior Supplier/Head of Customer Experience/Contact Centre across many disciplines including IT Service Management, Banking/Payments/Insurance. Having over 30 years banking knowledge and a track record of leading teams to deliver enhanced multiple internal and external relationships. Highly skilled in developing and implementing strategies, budgets, project management, cost reduction and driving continuous improvement through LEAN and ITIL methodology. Recent experience managing major complex projects in global payments and managing a BPO Supplier in a technical support contact centre.I developed a Customer Experience framework in 2009 which was transferred into many other Service environments. This has been updated for 2026 to include digital enhancements e.g chatbot, operational journeys, API, AI and more using ITIL training, including Project Management, IT Service Management, Problem Management, Service Design and transition to BAU and live, exit management programme of suppliers and decommissioning of systems/products. I have used this also to improve colleague communications, reward and recognition, LEAN review of contact channels and business process management in a Market Research environment within a physical and virtual contact centre (upto 1500 Agents) and recently in a technical support contact centre for payment terminals.POSITIVE LIVING WORKS CONSULTANCY (CUSTOMER EXPERIENCE/SUPPLIER MANAGEMENT)* POSITIVE - PLACE,* LIVING - PEOPLE,* WORKS - PROCESSMajor work deliveries included* Managing up to 1500 Agents in a Contact Centre environment, creating high performance teams and building a programme of continuous improvements to reduce costs* Managing major incidents and identifying root cause and risk mitigation* Developing Governance process, Client Engagement model and Supplier Management Risk Framework. Managing Tier 1 - Tier 3 suppliers, improving NPS scores and Client satisfaction* Management of Supplier Risk Profile,(RCSA) identifying, scoring and managing risks (Conduct, Information Security, Financial, Service) within regulatory reporting* Strategy development in service environments and digital system transformation.* Renewal and renegotiation of Contracts up to £30million* Creating and reviewing exit plans for all suppliers and developing exit strategy documents. Pro-actively managed Life Insurance exit project within budget and ahead of time.* Understanding industry changes that may have an impact IDD, GDPR, PSD2, PCIDSS and Open Banking and engage appropriate areas