Pauline Murray Email and Phone Number

The British Business Banks is a government owned business development bank, dedicated to promoting and emboldening business borrowers in the financial market. To counteract the impact of the Covid 19 global pandemic on UK businesses, the bank initiated the launch of a series of tiered debt guarantee schemes. These schemes enabled an offering of £80.4b to over 1.7 million businesses. This role is directly responsible for the development and execution of performance reporting and insight on the performance of the Covid Debt schemes.

Crestmoor Consulting Ltd was established to capitalise on the independent consulting market. This family run consultancy specialises in providing Project and Programme Management.

HBOSA, was the Australian division of Halifax Bank of Scotland PLC. This role was within the IT Divisional Support area, the business unit accountable for IT strategy, Infrastructure, System Support and Shared Services.

Unisys West was the contracted ITIL service provider for HBOSA, income stream $46 Million PA.This position was created to re-engineer the revenue collection, realign the servicing model, and reconcile all third-party contracts to a full funded position HBOSA contract.

The contracted service provider for Dixon’s Store Group’s sales and service divisions and their third-party contracts, (900+ FTE). This position was a senior operational and client relationship management role directly responsible for an extended hours outsourced customer base within this high-profile retail organisation.

Carphone Warehouse Services (950+ FTE), the contact centre serviced the following clients and functions: Sainsbury’s, Vodafone, O2, Talk Talk, Fresh, Lifeline Insurance, Mobile Phone Portability and Repairs. This position was accountable for the management of all network and insurance contracts.

Delivering consultancy and project support to a predominantly technology focused and Customer Service driven international client base in Africa, America, United Kingdom and throughout mainland Europe

Operational Reporting and Analysis (OR&A) area was established to provide executive management And support to the Operations group (300+ FTE) on a local and national basis. The Operation Centre compromised of the following areas: Property and Premises, Business Process Management (Projects), LAN Support (IT Services), Loans Processing, Customer Enquires and Services (Retail and Business Banking), Transaction Processing (all value processing of cheques and deposits), and the Account Management Centre (Collections and Credit).

Senior Analyst role in the Quality Assurance area, response for MI, Project Management, Procedural and Legislative Policy advise for the banks back office operations centre.

Responsible for the management of Frauds, Subpoenas, Power of Attorney, Decreased Estates, Audits, Royal Commissions and third party enquiries for Challenge Bank.