Director/VP - Operations & Customer Support

Damien J. Gonsalves, CCWP, CSP, SMC, LSSBB

**** ** ***** ***** **, PH2107 Email: *******@*****.***

Miami, FL 33125 Phone: 508-***-****

SKILLS:

- Program Management, Operations, Talent Acquisition, Recruiting, Strategy

- Sales, Networking, Business Development, Revenue Generating Opportunities

- Customer Facing, Relationship building, Training, Communication, Multi-Tasking

- Project Management, Strategic Planning, Agile/Scrum, Waterfall, Prioritization

- Procure to Pay (P2P) Methodology, RFx Development, Cost/Proposal Analysis

- Business Development, Budget Analysis, Market Analytics/Intelligence

- Reporting, Supply base/vendor mgmt., Team mgmt., Team development

- Client Retention, Contract negotiation, Compliance, C-level presentations

- Salesforce Ticketing System, Workday, PeopleSoft, Ariba, VMS Technologies

- Advanced in Excel, PowerPoint, Microsoft Word/Office/Outlook/Access

- VMS Tools: Beeline(certified), IQNavigator, Fieldglass

- HR Development Program, Employee Relations, Benefits & Workers Comp

- HR Policies, Employment Law, Global Talent Management CERTIFICATIONS/RECOGNITIONS:

- Certified Contingent Workforce Professional (CCWP) (through SIA)

- Certified Sourcing Professional (CSP) (through SIG University)

- Scrum Master Certified (SMC) – ID# 765433 (through VMEdu)

- Lean Six Sigma Black Belt Certified – ID# 19014288 (through SSGI)

- W3 Award Winner (Whenever, Whatever, Wherever)

- Selected as a 2016 Emerging Leader

- Selected for October 2016 SIA Staffing Industry Review Magazine – Top Influential Millennial in Staffing

EXPERIENCE:

April 2019-present TalentHub Staffing (Virtual) Miami, FL Vice President – MSP Operations & Talent Acquisition

- Oversee client partnerships for MSPs/Contingent Workforce Programs, Talent Management programs and Enterprise Accounts ranging from $20M-$300M in spend.

- Client support of contingent workforce, freelancing, independent contractors, perm/FTE recruitment, and W2 payrolling.

- Work with client sponsors to understand program initiatives and design strategic delivery models to support the program goals.

- Function as a strategic advisor to agency leadership and managers for all talent acquisition and people management.

- Build relationships with client department heads and business units to understand existing employee and contractor performances, staffing needs, workers issues etc.

- Implement recruitment strategies by vertical to support client hiring trends

- Conduct weekly req zone meetings with recruitment staff to ensure timely req fulfillment, identify and overcome barriers, ensure high quality time to fill ratios.

- Educate hiring managers on employee relations, employment laws (HR legal issues)

- Remain current on employment relations and regulatory requirements, FMLA documentation, workers comp and benefits.

- Monitor data and analytics to ensure quality delivery to SLAs and program metrics.

- Monitor quarterly reports to identify hiring trends and educate the client/MSP on the market to ensure consistency and adjust delivery and operating model as required.

- Drive and lead teams and meet internal client needs, driving process changes to improve quality and efficiency and maintain program compliance.

- Manage daily/weekly/monthly data tracking and identify potential areas of improvement.

- Monitor monthly program spend and costs to ensure accurate support and coverage, financial reporting revenue/gross profit projections.

- Provide detailed specific information to the client and participate in client meetings to maintain a high level of customer satisfaction.

- Review, prepare and execute contract negotiations

- Review and respond to client RFx documents

- Oversee internal talent acquisition and recruitment strategies

- Build strong team dynamic and culture

- Manage all voluntary/involuntary terminations, conduct exit interviews.

- Provide consistent feedback, coaching/development and documented performance improvement plans when required for all team members.

- Management and oversight of training and development activities/programs including budgeting.

- Conduct 1 on 1 review sessions for development and succession planning. August 2016-May 2019 Allegis Global Solutions (Virtual) Miami, FL Global Program Director, Operations - State Street Bank Operations & Program/Project Management:

- Run operations for the global MSP contingent workforce program of my client in the financial services/banking industry.

- Program operates in 20+ countries and $700M+ global spend under management.

- Global teams (20+) across North America, EMEA and APAC countries.

- Oversee global operations for Staff Aug, SOW consulting, Headcount tracking, Freelance/Independent Contractor mgmt. and W2 payrolling consisting of 26k global contingent headcount.

- Conduct weekly req zone meetings with recruitment staff to ensure timely req fulfillment, identify and overcome barriers, ensure high quality time to fill ratios.

- Supply base/vendor management amongst all labor categories including IT, Professional Services, Admin/Clerical, Marketing/Freelance, Payroll.

- Supplier performance, scorecards & optimization.

- Educate key program stakeholders on employment law and local/country regulations.

- Keep stakeholders informed of co-employment risks and importance of proper worker classifications.

- Manage monthly project roadmap for program enhancements and initiatives through Agile and waterfall methodologies.

- Lead project meetings, status calls/meetings, manage project budget against key milestones, organize team structure, clear all project barriers, resource allocation.

- Travel to client sites to hold quarterly business reviews to review program metrics, performance and trending and identify areas of opportunity and improvement.

- Maintain a high level of customer retention and satisfaction, identify and nurture opportunities for growth and expansion.

- Ensure that all parties adhere to the contract and services being rendered.

- Ensure client retention and opportunities for revenue generating growth and expansion.

- Review, prepare and execute contract negotiations and renewals. Financials & Data Analytics

- Manage program P&L and revenue and gross profit forecasting.

- Monitor monthly program spend and costs to ensure accurate financial reporting revenue/gross profit projections.

- Conduct frequent heavy data analysis for cost modeling and building pricing structures.

- Analyze monthly spend reports to ensure proper resource allocation and costs.

- Provide quality reporting and data to provide analysis for client to make educated business decisions.

- Monitor hiring trends through provided data to identify areas to expand program support.

- Monitor full req to check data reports and full life cycle recruitment strategies to ensure satisfactory SLA performance.

Key Relationships & Team Management

- Build relationships and work with business unit leads and hiring managers to understand staffing needs.

- Provide consistent feedback, coaching/development and documented performance improvement plans when required for all team members.

- Conduct 1 on 1 review sessions for development and succession planning.

- Manage training and development program for internal staff.

- Work with HR staff to ensure HR policies and program compliance are being adhered to.

- Educate hiring managers with HR staff on employee relations, legal issues and new HR policy rollouts.

- Work with key program stakeholders and professional services groups such as Procurement, IT, HR, Legal, Tax and Accounts Payable to ensure program dynamic and compliant operating efficiency.

- Identify and mitigate compliance risk by proactively partnering with HR and legal teams to implement innovative solutions

Technology

- Responsible for PMO work streams of a global implementation for new VMS technology transition.

- Lead program expansion projects expanding the VMS application to new countries across EMEA & APAC.

- Work with HR team to transition internal ATS system from PeopleSoft to Workday.

- Monitor all Workday integration files to ensure accuracy and error corrective actions.

- Test all 17 system integrations against timing and accurate data imports.

- Lead technology ticketing procedures for system and process enhancements.

- Partner with VMS solutions architect teams to review quarterly technology releases to identify process solutions/enhancements and strategize on potential implementations to the program.

- Design & implement improved solutions to new and existing technology user interfaces.

- Conduct monthly meetings to keep clients and key stakeholders informed on potential benefits of new releases for system and program upgrades. August 2014-August 2016 Allegis Global Solutions (Virtual) Miami, FL Global Director, Services Procurement Operations - State Street Bank Operational Excellence (OPX) – multiple programs

- Manage operations for the global services procurement program of my client in the financial services/banking industry with nearly $500M in spend under management.

- Key categories under management include Real Estate, Information Technology and Professional Services.

- Manage program expansions for services procurement categories into EMEA and APAC countries.

- Manage team of 8 and control P&L document for Statement of Work consulting category globally.

- Management of Statement of Work (SOW) program and build out best practice standard operating procedures.

- Work with procurement team on P2P process deployment.

- Review projects to determine best outsourcing/consulting approach.

- Business Process Outsourcing (BPO), Managed Service, Fixed Price, Time & Material

- Build Statement of Work documentation with vendors and business unit leaders, negotiate and execute.

- Negotiate rate cards with existing and prospective suppliers.

- Negotiate contract details and contract amendments

- Conduct strategic sourcing and contracting activities for categories including: Real Estate, Information Technology, Professional Services & Marketing

- Conduct RFPs/RFIs for VMS technology and alternative supply base firms.

- Supplier sourcing/selection management amongst all labor categories. Supplier performance & Optimization.

- Monitor office supply management and work with supplier partners for purchasing supplies, equipment installs and maintenance.

- Conduct business unit satisfaction surveys to identify areas for process improvement

- Monitor operational performance to ensure operational excellence.

- Conduct analysis on operational metrics/SLAs to develop operational health check project roadmap.

- Review technology performance and identify areas of process flow (automation) or configuration improvements.

- Attend business development meetings/sales presentations for new customers or existing customer to expand program to include SOW.

- Monitor spend analysis and data analytics to properly budget to net new projects and project extensions.

- Identify areas for cost savings/avoidance and implement strategies for cost modeling.

- Monitor key deliverable and milestone deadlines against payment and invoice timelines.

- Ensure accurate invoice cycles and payment distribution to suppliers.

- Determine project volumes and resource onboarding to identify annual trends to determine appropriate staff needed.

- Work with executive leadership to build out standard operating procedures for SOW programs.

- Develop standard team structure and job descriptions for services procurement teams.

- Create standard expected business results (EBRs) for services procurement team positions along with bonus incentive criteria.

- Roll out new standardized job descriptions, EBRs and standard operating procedures

(SOP) for services procurement programs globally.

January 2013-August 2014 Allegis Global Solutions Boston, MA Program Operations Manager – Iron Mountain

- Manage and oversee operations for the contingent labor program for my client in the light industrial industry. Currently tracking 45M in annual spend.

- Facilities and warehouse management. Resource allocation and budgeting.

- Monitor facilities equipment supply with warehouse staff and work with procurement team for supply purchasing.

- Manage monthly program P&L leger and gross profit margin management

- Manage a team of two Staffing Coordinators within the program office that manage day to day operations with the client end users and the VMS technology (Beeline)

- Conduct weekly individual development meetings with my team to review the day to day requests, areas for program improvement and professional growth.

- Conduct training seminars for end users and suppliers on new program roll outs.

- Work directly with AGS shared services teams’ daily/weekly on current program state and upcoming initiatives in the pipeline.

- Conduct weekly req zone meetings with recruitment staff to ensure timely req fulfillment, identify and overcome barriers, ensure high quality time to fill ratios.

- Manage monthly reporting dashboard to review program trending and identify areas for improvement, areas for cost savings and potential new program initiatives to be rolled out.

- Oversee 42 supplier agencies that support temp/contract staffing for the client. Ensure that suppliers remain compliance with policies and procedures of the program.

- Conduct quarterly scorecard reviews with suppliers to monitor their performances and report back results to the client with suggestions to improve and/or supplier optimizations.

- Conduct quarterly business reviews with Client Executives and program sponsors to identify programs trends, costs/spend and advise on new initiatives to improve overall program efficiency.

May 2011-January 2013 Allegis Global Solutions Boston, MA Sr. Acquisitions Specialist

- Manage internal temp worker hiring system globally for the client

- Work with client management to create contract requisitions into IQ Navigator (VMS tool) and liaise between client and approved vendors to fulfill contract hiring needs and complete new hire on-boarding process.

- Work with global procurement daily to fulfill temp worker reporting requests.

- Managing requisition intakes, candidate sourcing, interview coordination, on/off boarding procedures.

- Responsible for management of on average 60+ requisitions per month.

- Manage all escalation issues and create trouble tickets into Salesforce for tracking purposes.

- Participate in weekly technology call with global procurement, finance and AGS tech team to discuss tickets for reporting issue, invoicing issues, PMO operations issues and system enhancements.

- Participate in weekly calls to help support program operations in Asia Pacific for client office locations.

Nov. 2010-May 2011 The Bowdoin Group Wellesley, MA Account Executive

- Develop Relationships with Internal Recruiting teams of medium-large scale corporations

- Work with HR and Corporate Recruiting to develop recruiting strategies and discuss compensation and benefits for new hires.

- Work with HR in company VMS/ATS systems to track potential candidates, interview activity, payroll, and new hires (TAMS, PeopleClick, IQ Navigator, Fieldglass, Comtrak, Bullhorn)

- Act as liaison between my own recruiting team and clients on open requirements and hiring activity.

March 2009-Nov. 2010 Insight Global Inc. Burlington, MA Recruiter/Account Manager

- Undergo Training of Information Technology industry

- Use search engines to locate potential candidates within the IT industry

- Conduct candidate phone screens and interviews to discuss an open opportunity

- Conduct meetings and PowerPoint Presentations for New hire training

- Corporate Recruiting and conduct interviews for internal hires

- Set sales meetings to meet with managers of large enterprise companies

- Average 25 manager meetings per week

- Build relationships with managers in my given territory

- Research and develop new strategies to locate new business to generate sales/revenue

- Generate cost and budget reports for VP’s, HR, and Procurement

- Negotiate Bill Rates and Pay Rates amongst Managers and contractors

- Track, record, and maintain contractor timesheets into internal database for payroll

- Develop recruiters of my own recruiting team to transition into a sales role Sept 2007- March 2009 Bankers Life & Casualty Company Mashpee, MA Insurance Agent

- Sales of insurance and retirement products

- Schedule appointments and meet with potential clients

- New hire training and development strategies

- Develop strategies to locate new business and increase sales Jan 2007-May 2007 Northwestern Mutual Financial Network Providence, RI Intern-Financial Representative (College Intern-Senior Yr)

- Sales of insurance products

- Locate target markets and seek potential clients

- Schedule appointments and meet with potential clients EDUCATION: Bryant University (Class of 2007) Smithfield, RI Major: Business Management (Bachelor of Science)

Minor: Psychology

Four Year Division I Football Player & NCAA Playoff Participant

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