Employee Relations• Resolved employee issues• Mediation point for inter/intra departmental issues• Mentor and coach for junior staff• Performance reviews and evaluations for employees• Effectively coach during group dynamic changes including reorganizations and consolidations • Negotiated salary/compensation packages• Staff recruitment, interviewing and selection• Succession and manpower planningClient Relations• Fostered the team to act as the business unit liaisons• Primary contact for business unit management• Analyzed requirements and provided accurate solutions for technology needs• Prepared and presented reports to business unit for cost justificationVendor Relations• Primary contact with vendor management for staffing adjustments• Vendor sourcing and selection• Provided feedback for vendor evaluations• Documented performance of outsourced personnel for yearly evaluations• Facilitated team meetings to ensure that all personnel partnered to meet timelines and budgetsProcess/Procedures and Training• Provided accurate updates for website user technology tool• Scheduled on-site user training and provided documentation• Created hotline and email access for users to reach the trainers• Developed standard operating procedures based on ITIL • Continued to look for efficiencies within documentation to improve the teams’ resultsFinancial/Budgetary Savings• Negotiated pricing structure for outsourced team located in Mumbai, India• Reviewed and approved expenditure requests• Resolved billing disputes and discrepancies