Identify strategic service opportunities within client environmentsLead client account operations and fiscal managementDevelop and manage client support processes, programs and servicing teams Lead client Implementations including management and oversight of implementation plans, programs and servicesIdentify and implement process efficiencies

• Manage the overall recruiting service delivery and contractual performance for 4 accounts consecutively encompassing over 19,000 hires annually through a team of over 230 recruiting professionals.• Strategic advisor to account teams, client HR and client business executives on recruiting service delivery• Create and manage financial plans in conjunction with expected account margins and service delivery agreements• Negotiate and influence service change requests, process enhancements, and process efficiencies to improve service delivery and reduce expenses • Develop and maintain strong client relationships• Respond to RFP and RFI requests as a member of the Sales and Solutions team• Provide Subject Matter Expertise on recruiting operations and delivery during sales cycle

• Led a team of 7 relationship managers across 5 recruiting clients supporting hiring volumes in excess of 30,000 annually• Identified, analyzed, influenced and negotiated change requests increasing scope of services• Established strong partnerships with client HR executives, client business executives, internal recruiting operations leadership, internal domain leaders and account managers to ensure successful execution of contractual service delivery obligations.

• Managed the day-to-day operation of the Personnel Call Center, including servicing, staffing, performance, and budget, encompassing a staff of 80 exempt and non-exempt associates supporting 4 functions including: HR policies/procedures/products, Leave of Absence Servicing and Processing, Benefits Servicing, and Fulfillment.• Provided subject-matter expertise to project team on current state call center servicing including tools and processes.• Ensured associate morale and retention while balancing business needs and meeting or exceeding quality and timeliness service level agreements in all queues.• Ensured call center service delivery best practices across three Human Resources call center sites covering varied disciplines and uniting different cultural perspectives. • Responsible for designing, developing, implementing and leading the transition of business from internal call center servicing to third party vendors within defined budget and timeline.