James White Email & Phone Number

Needham, Massachusetts, United States

Oversee Technology and Operations functions to deliver a continuously improving customer, employee experience that provides value and efficiency for our community brand.

Needham, Ma

Lead Deposit, Loan, MIS and Facilities teams to delivery support services that drive customer experience and bank operational efficiency.

Boston, Ma

Led the cross-functional credit and debit card end-to-end sales and service, product support, and portfolio lifecycle. Managed cross-functional teams including; cards product definition and parameterization processes, portfolio reporting and analysis, operations claims and loss management, and customer teams to deliver both short- and long-term strategic plans.• Successfully implemented strategic solutions by creating requirements documentation, shepherding projects from conception through completion.• Led the operational process management of a 2 million card portfolio, domestically and working with international groups. Insourced 200,000 credit cards from FIA services successfully. Increased card retention and portfolio management through new product introduction and activation campaigns with sales and service front channels. • Integrated consumer, mortgage, and deposit collections teams to continually meet loan loss reduction targets through effective collection management practices and successful credit card transformation process. Deployed processes and technology enhancements (chip and Signature, Apple Pay) that strengthened efficiency, improved customer experience, and improved overall profitability. • Managed complex regulatory/compliance functions to ensure card and collections end-to-end services met all regulatory standards.

Massachusetts, Rhode Island, And Pennsylvania

Scope: 600 staff members, $30M annual budget, multi-site/state, seven days per week, three shift virtual operation, supporting over 32 million contacts annually. Oversaw the Consumer, Small Business, and Commercial sales, service, and collections customer experience via the telephone, online, and email channels and all supporting operational and technology functions. Responsible for annual sales of over $1B in loan originations and over $30M in sales contribution to the consumer bank.• Consistently delivered best-in-class levels of service and efficiency while managing through strong cost reduction environment. • Successfully delivered a powerful knowledge base self-service internet system that deflected over 88% of emails. • Centralized and integrated multiple internal call centers to common and consistent IT platform and business process to streamline customer experience across multiple product lines. • Designed and developed multiple performance management and customer experience internal dashboards.

East Providence, Ri

Integrated three bank contact centers in largest divestiture in US history in under one year. Virtualized two regional contact centers supporting multi-bank and product environment into a universal delivery approach.• Increased efficiency of operation by delivering a powerful first call resolution rate above industry standard.• Streamlined operation through process re-engineering and straight-through system processing build. • Managed BPO of 200 seats with India Call Center over three years. Developed IVR and screen pop technology to deliver best-in-class rate of IVR containment.• Integrated over eight regional banks through strong process and project management.

Dedham, Ma

Increased profit generation of call center through strong expense management, targeted incentive programs, performance planning, and productivity enhancement programs.• Directed call center performance measurement for all critical measures of success.• Established strategic plans for executive and call center management team. • Developed tactical project plans and resource allocation to ensure successful execution of strategies.

Boston, Ma

Led cross-functional team of internal and external resources in the design, development, and delivery of a state-of-the-art retail technology infrastructure (hardware and application software). Developed cost/benefit analysis and secured funding for this $72M multi-release and year project. Delivered project on time and budget.

Completed academic credit training program with honors. Completed ad hoc assignment and analysis on key paper lending industry and future forecast models. Developed RAROC model for risk pricing credits.

Managed large and complex greater Boston branches including leadership of largest branch in affluent Boston suburb. Developed existing branch market share by increasing deposit portfolio by $83 million over three years through the sales and service of retail and business products. Deliver double digit growth of loan sales year over year through up-sell and high touch contact programs exceeding performance targets for six consecutive quarters. Developed and maintained relationships with municipal and business community.

Master Of Business Administration - Mba, Business Administration And Management, General

Bs, Finance, Management