Responsible for all entry and intermediate level IT hiring and placement. Work closely with our HR partners on all aspects of talent attraction, recruitment, assessment and hiring to ensure our IT&S Division is staffed appropriately to meet business demands.

Lead a team of 16 IT professionals in the Technology Leadership Program (TLP), a two-year rotational program focused on building a technical foundation, business acumen, and leadership skills. Accountable for selecting, on-boarding, coaching, growing and developing high-potential crew. Play a primary role in the creation of the enrichment curriculum as well as the development of a performance management tool for program participants. Co-lead the College to Corporate (C2C) Internship Program for rising junior and senior college students in the IT field.

• Led a team of highly skilled employees responsible for managing a book of business of Institutional Clients of whom many are Jumbo and Large in size or asset value.• Analyzed individual, divisional, and departmental dashboards to measure success, to coach to high performance expectations, and to identify issues for client relationship improvements. • Fostered strategic working relationships with internal clients and departments to achieve business goals.• Managed client relationships proactively, support problem resolution and ensure Participant Services has the appropriate representation among internal client teams.• Demonstrated initiative to ensure a continuous focus on improving departmental and corporate processes and on enhancing crew engagement.• Identified and developed talent for the organization and supported crew with career planning and advancement. Supported hiring efforts by conducting internal and external interviews.• Set performance standards, reviewed performance, provided feedback, and recommended wage increases in accordance with all applicable Human Resources policies and procedures.

• Coached and developed crew to have high quality and efficient interactions with participants • Identified and developed talent for the organization and supported crew with career planning and advancement• Held crew accountable to departmental policies and procedures • Built an environment of engaged crew that encouraged high performance and positive morale and yielded strong business results• Supported hiring efforts by conducting internal and external interviews• Set performance standards, reviewed performance, provided feedback, and recommend wage increases in accordance with all applicable Human Resources policies and procedures • Handled service recovery efforts for complex elevated client issues by managing relationships and advocating for the client.

• Virtual team partner for book of business that included 8 Jumbo clients• Exhibited dedicated client focus and represented department at all client meetings and provided solutions that supported the contact center’s business objectives• Researched complex issues and developed recommendations for corrective measures to be implemented to prevent the reoccurrence of similar problems• Maintained an advanced level of knowledge of the financial services industry• Assisted with the ongoing development of the Problem Resolution Associates by conducting both formal trainings and informal daily support• Led a department initiative which fostered crew development