Lisa Diaz Email & Phone Number

Jacksonville, Florida, US

• Manage daily operations, interfacing between client stakeholders and service providers, driving program delivery and execution to all parties and ensuring requests are managed in a timely and appropriate manner.
• Provide expert support and advice to clients, through the provision of high-quality guidance in developing and progressing people management solutions to achieve business goals, identifying innovative solutions and.
• Utilize workforce intelligence to identify people management requirements and performance issues within the contingent workforce community, establishing credibility as an expert within an operational level.
• Instrumental in the deployment of a single-phase Managed Service Provider (MSP) program across 21 countries for a Global Technology customer with $600M spend under management.
• Continually coach, support, mentor, and challenge stakeholders in the application of HR policies and practices, providing advice and guidance on complex HR issues in order to minimize risk and financial exposure to all.
• Regularly monitor and establish operational analytics utilizing PowerBI monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure operational visibility and program success.

Jacksonville, Florida, US

• Directed assigned Managed Service Programs within organization, including management of assigned account resources, oversight of order management and supplier programs, program management results, and performance and.
• Developed and implemented business plans and strategies to develop and enhance relationships within the designated Pontoon MSP client, resulting in the successful deployment of a multi-phase implementation for a.
• Accountable for recruitment, management, and retention of onsite, program management, and other dedicated resources assigned to accounts.
• Led program delivery with multi-national support structure and over $450M in spend under management for a Technology Consulting company, building operational and delivery framework, including policies, best practices.
• Managed and established stakeholder governance cadence including weekly operations updates, bi-weekly technology enhancement discussions, monthly performance talks, quarterly business reviews, and strategic innovation.
• Responsible for the development/implementation of solutions to support clients unique needs, including training to over 500 program client users and 200 supplier users, reduction of supply base from 200 to 68 utilizing.

Jacksonville, Florida, US

• Oversaw program management and operational performance for a Fortune 25 financial Managed Services Program, leading teams of 15+ to ensure client satisfaction, operational excellence, and candidate quality.
• Produced new business opportunities for program with the success of several key projects, including design of a business support model enabling team members to assist specific business units, improving knowledge.
• Managed large-scale hiring events for client, increasing contractor hires by over 18K in a 12-month time frame, collaborating with stakeholders to strategically plan and execute hiring and on boarding of contractors.
• Designed and implemented tools utilized by client to understand talent pipelines, geo-sourcing and wage analysis in key markets, and align location strategies for hiring initiative.
• Surpassed expectations with team’s voice of customer scores eclipsing client’s SLA, averaging 4.5/5.0.
• Created process to promote current contractors and backfill positions in saturated markets, creating a positive impact on growth with division by providing advancement opportunities while meeting hiring targets.

• Directed payroll services division, processing payroll for companies in 48 states and Canada, maintaining records, ensuring compliance, and timely payment to over 3.4K employees.
• Implemented cost saving programs and developed processes to save clients on payroll services, with the assistance of 28 payroll staff members and 6 direct reports, in three statewide locations.
• Instrumental in the change management process of department, by reorganizing staff positions resulting in cost savings of over $158K in salary expenses.
• Created Standard Operating Procedures (SOPs) including guidance processes for department, taxes, garnishments, and unemployment, ensuring department met service level agreements for current clients.
• Designed audit process, managing compliance and mitigating risks.

Atlanta, GA, US

• Assisted in the development of the regional strategic plan and the annual budget; monitored area, branch and Performance Partnership progress against short and long-term business objectives.
• Participated in the implementation of best-demonstrated industry and company practices as well as corporate and field quality initiatives.
• Developed recruitment strategies to manage the recruitment, selection, orientation, training, development and retention of high caliber area/branch staff; oversaw the recruitment of highly qualified, well-suited.
• Partnered with corporate and field executives on business development priorities and key sales activities (cross selling efforts, sales presentations, referrals etc.).

Atlanta, GA, US

Managed a staff of 18 payroll specialists responsible for processing a multi-state payroll for over 10,000 employees.Oversaw the billing process of over $120 million dollars in sales annually.Streamlined the payroll process which resulted in a reduction of time and errors where the department achieved a decrease of errors by over 50%.Coordinated a rollout.