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Customer Service Staffing Manager

Richmond, VA
March 15, 2022

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James Benton Henry


**** ******* ******, ********, ******** 23220


Strategic Business Partner

Experience working with senior management and all levels of organization within a corporation, integrating HR strategy with business line focus. Consultative/statistical approach implementing non-traditional HR Strategies on recruitment processes, associate development, performance management, compensation, rewards and customer service initiatives. Responsible for anticipating trends and upcoming staffing needs for assigned line(s) of business. Ability to lead and coordinate with business partners to ensure successful implementation of talent acquisition strategies.


Ability to lead and manage regional and national teams that creates results exceeding industry standards, while fostering a strong team environment. Experience with managing direct and indirect, cross-functional, regionally and nationally aligned teams to develop and embrace recruitment processes and standards to increase quality and efficiency. Proven results that bring a leadership focus to aligning teams to above industry standards. Ability to collaborate with hiring team, senior leadership and cross-functional teams to implement and execute hiring plans. Ability to attract, recruit and retain strong teams. Experience with leading recruiting teams, research teams and staffing support teams from 2-40 associates.


Experience with implementing non-traditional recruiting strategies to identify top tier candidates. Results focused with the ability to develop and implement talent acquisition strategies to increase the quality of hire and retention, while decreasing time to hire and cost per hire. Additional focus on applicant assessments and client services. Knowledge of implementing searches that embrace senior leadership, exempt and non-exempt and college relations recruiting. Industry specific experience recruiting with call centers, bankcard, mortgage, retail/consumer, ecommerce, real estate commercial, investments,trust, information technology, legal, operations and human resources.

Mergers and Acquisitions

Experience with implementing new recruiting methodologies with recently merged and/or created companies. Ability to align multiple cultures and processes to a uniform process integrating hiring and a staffing process to ensure position as an employer of choice within competitive market.

Employee Relations

Experience counseling management and staff and resolving disputes related to policy and legal guidelines. Working knowledge of Corrective Action Disciplinary, FMLA, ADA, EEO, Civil Rights Acts, etc.

Training and Delivery

Experience as trainer with the ability to assess needs, develop and deliver performance-based training to management and staff. Subject matter expert on recruitment, teambuilding, communication and creative thinking. Served as a trainer to educate new managers on the recruitment/selection process. Redesigned regional corporate orientation program.

College Relations

Manage and implement regional college hiring needs relating to management training and intern programs. Manage relationships with regional colleges and universities. Responsible for regional sponsorships. Manage regionally aligned recruiting teams to achieve corporate hiring goals.


Develop and maintain vision supporting company culture related to embracing regional diversity hiring needs. Implement corporate diversity initiative on selected recruiting bands and college relations programs. Create and identify leading sourcing strategies to generate future talent. Strong focus on hiring and maintaining a diverse recruiting team. Represent recruiting ream at regional diversity councils on staffing initiatives and results. Advocate of The Virginia Hispanic Chamber of Commerce and Equality Virginia. Attended National Black MBA Conference in Washington DC.

Statistical Reporting

Responsible for statistical tracking/report generation of team's performance. Monthly/quarterly reporting to reflect team progress reflecting hires, diversity, costs, customer service ratings, aging vacancies, etc. to senior management. Manage competitive analysis studies on peer competitors to enhance recruiting alignment to identify top tier candidates within a specific industry. Experience with utilizing talent management software regarding candidate tracking and background investigations.


BANK OF AMERICA October 2007 – Present

February 2012 – Present

Corporate Recruitment – Vice President

Ecommerce, Analytical & Modeling, Merrill Edge, Bank Center Optimization, Property & Casualty

-Manage search and selection process for research and direct, passive candidate sourcing for professional, management and/or executive level candidates.

-Engage and leverage HR Business Partners, Compensation Partners, Relocation Partners and Sr. Management related to new hire on boarding and talent acquisition strategies/offers.

-Recognized for strong client engagement with the ability to develop action plans that yield above average hiring results with a focus on time to accept, retention, diversity and compliance metrics.

-Management of immigration on-boarding process with legal department for associates requiring sponsorship / visa transfers.

-Implement proactive recruiting strategies to identify select passive candidates within determined specialized industry markets throughout country.

-Ability to align hiring strategies to reflect regional differences and consult with management team on implementing practices to ensure candidate quality.

-Experienced with managing social networking, referrals and identifying candidates indirectly via internet search implementation and indirect internet candidate databases

-Team liaison for Consumer MBA Graduate Leadership Program.

-Mentor fellow recruiting coordinators and teammates on best practices related to delivering and executing above average talent acquisition processes.

-Led Team calls to enhance individual team characteristics and industry topics related to staffing best practices.

July 2009 – February 2012

Staffing Team Leader / Corporate Recruitment – Vice President

Merchant Sales

-Partner with executives to implement staffing processes, culture integration and national hiring needs.

-Maintain consultative recruiting approach to develop business acumen and implement talent acquisition strategies to increase quality and efficiency.

-Team lead of recruiters and researchers. Strong focus on coaching and associate development.

-Liaison between corporate compensation and HR business partners.

-Manage crisp strategic strategies to produce high results focusing on female and diversity hires.

-Effective use of data information systems with strong focus on data integrity, management and reporting.

-Utilization of project management skills to lead team on process enhancements and best practice strategies.

-Emphasis on hiring metrics; including retention, cost per hire, time to accept and market trends analysis.

-Coordination of military recruiting; assisting veterans with corporate culture transition and integration.

-Implementation and leadership of weekly meetings and briefings with HR partners, staffing, cross-functional teams, and senior line of business and HR leaders.

-Partnerships with lines of business to identify best practices and identify competitive analysis of industry standards.

-Lead focus groups in lines of business to identify best practices to ensure company position as an employer of choice.

-Enhancement of pipeline development for future staffing projections and succession planning.

-Managed implementation of Merchant Sales College Relations Recruiting Program to embrace line of business staffing needs.

October 2007 – July 2009

Investment Recruiter – Vice President

US Trust Recruiting / Merrill Lynch Transition Recruiting Team

-Responsible for providing senior leadership and daily direction related to staffing within the US Trust Team.

-Served as a consultant to business leaders to identify effective recruiting strategies to meet business needs.

-Managed the entire recruitment process, including sourcing, recruitment, interviews and offer extension.

-Led cross-functional recruiting teams related to tax hiring and staffing.

-Provided leadership for the Merrill Lynch transition staffing needs.

-Partnered with training partners to develop a behavioral approach / assessment process to line of business.

WACHOVIA July 2005 – October 2007

Senior Recruiting Consultant – Vice President

-Responsible for providing leadership and daily direction related to staffing within the Wholesale General Bank, Dealer Financial Services and Real Estate Financial Services divisions throughout the country.

-Served as consultant to business unit leaders to identify recruiting strategies to meet business needs.

-Responsible for the collection and presentation of market intelligence as it related to wholesale recruiting.

-Indentified cost effective and efficient business practices to develop and execute recruitment process.

-Created diversity strategies to align business units towards diversity goals and documented metrics.

-Served as interim manager for Wholesale Recruiting Team.

-Involvement with merger/acquisition of another company within Dealer Financial Services. Responsible for reviewing recruiting methodology and proposed changes joining two organizations. Managed recruiting transition team to integrate hiring and staffing process.


Staffing Manager – Contractor

-Responsible for formulating and implementing the recruiting strategy for key business units.

-Partnered with business units and HR leaders to ensure recruiting efforts supported business goals in IPO phase.

-Led a team of matrix resources to execute a recruiting strategy for all levels and functional areas.

-Served as a consultant to HR and business clients around human capital planning issues.

-Facilitated the adoption of talent search model and best practices for recruiting processes, systems, research, candidate development and client engagement.

-Managed vendor relationships; including recruitment agencies, relocation, outplacement and temporary staffing.

SUNTRUST BANK June 1997 – October 2003

Staffing Manager – Vice President

-Managed consultative recruiting team focusing on professional staffing and college hiring.

-Managed and supervised recruitment staff; including training, coaching, supporting and when necessary, initiating counseling and disciplinary actions.

-Served as a liaison between senior management and HR specialists, coordinating recruitment, compensation, incentive, training and development, and employee relation issues.

-Developed staffing plans and projects supporting major bank hiring initiatives.

-Developed and implemented strategies that resulted in improvement of business productivity, efficiencies, retention and initiatives to increase employee satisfaction.

-Anticipated and predicted diagnosed business conditions that had underlying Human Resource issues or ramifications.

-Managed talent mapping process, enabling client leadership teams to differentiate and prioritize development strategies and build focused individual development action plans for high potential associates.

-Trained, educated and disseminated information on Human Resources policies, programs, practices and procedures.

-Staffing Team exceeded corporate diversity aspirations related to minority and female hires.

-Cost per hire maintained at level significantly below national average. Reduction of 7% from previous year. Strategies provided savings in agency fees through direct sourced placements.

-Under budget each month related to recruiting costs.

-Team was ranked #1 within corporation on time to fill. Team average of 21 days.

-Accomplished 100% of Team Hiring Goal.

-Strategy and consultative initiatives resulted in high customer service ratings.

-Instrumental in implementing behavioral interviewing within certain job classifications.

-Represented professional staffing in EEOC Compliance Audits.

-Reviewed and implemented vendor automated databases to assist team with applicant pipeline.

-Utilization of Resumix with team to assist with identification and tracking of applicant flow.

-Team led with other regional peers. Conducted quarterly calls to share best practice methodology.

SIGNET BANK April 1996 – June 1997

Management Recruiter – Officer

-Managed the daily operations of a recruiting team.

-Interviewed and selected candidates for technical, professional, managerial and executive positions utilizing a variety of non-traditional recruiting strategies.

-Conducted due-diligence on relocating call center to new geographic region.

-Maintained applicant-tracking system/resumix in compliance with EEO policies.

-Experienced with implementing an employee referral program to identify top tier candidates and enhance employee retention and employee excitement around company culture.

CAPITAL ONE FINANCIAL (Formerly SIGNET BANK CARD) February 1995 – April 1996

Management Recruiter

-Responsible for exempt recruitment within corporate headquarters for all regional / state supervisors hiring needs.

-Acted as a military liaison to recruit junior military officers into corporation.

-Implemented an aggressive referral program to enhance applicant pipeline, resulting in savings to cost per hire.

SIGNET BANK August 1989 – February 1995

September 1993 – February 1995

Exempt Recruiter

-Responsible for exempt staffing within BankCard division.

-Managed recruiting team; providing counsel, direction and development for recruiters and management team.

-Planned and implemented hiring strategies to embrace new retail initiatives.

-Responsible for hiring and managing retail Telebank staff of 35-40 associates during the initial pilot stage.

August 1991 – September 1993

Manager of College Recruiting

-Responsible for managing ongoing relationship with targeted schools and recruiting efforts for lines of business.

-Managed recruiters and designated line of business executives to achieve college recruiting hiring goals.

-Responsible for sourcing, hiring and initial development of management trainees and summer interns.

-Developed marketing strategies to maximize recruitment efficiency.

August 1989 – August 1991

Human Resources Generalist

-Managed internal and external employment functions for non-exempt recruiting levels.

-Administered and evaluated various aptitude, achievement and personality tests.

-Consulted managers on disciplinary, compensation and performance issues.

-Conducted exit interviews/terminations for assigned line of business.


BARTON COLLEGE, Wilson, North Carolina

Bachelor of Science in Business Administration, Dual major in Psychology.

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