Susan Ferguson

Global Recruiting | Team Leadership | Talent Analytics | Process Improvement | Technology & Product Hiring Talent Acquisition and Recruitment Operations leader with 12+ years of experience driving global hiring strategies, recruiting operations, workforce planning, and talent acquisition delivery across North America, LATAM, EMEA, and the UK. Proven success leading teams, optimizing recruitment processes, establishing KPI-driven performance management, and partnering with senior business leaders to achieve hiring objectives within complex global organizations. Deep expertise supporting technology, engineering, product, security, data, and enterprise business functions through scalable recruiting programs, workforce planning, talent analytics, recruitment governance, and stakeholder engagement. Recognized as a trusted advisor who leverages data, process improvement, and market intelligence to enhance recruiter effectiveness, hiring manager accountability, and overall hiring outcomes.

• GitHub
• Tableau

1. Talent Acquisition Partner, Americas & UK

   Shift4 (formerly Worldline NA)

   Jan 2024 to Present

   Toronto, ON

   Global payments (SaaS) B2B technology company serving Enterprise & SMB clients. Worldline was acquired in Mar 2026. Sole Talent Acquisition Partner supporting North America while partnering with global business leaders and HR stakeholders across the UK, EMEA, LATAM, and APAC. Responsible for recruitment delivery, workforce planning support, talent market intelligence, and recruiting process consistency across multiple regions. • Managed up to 20 concurrent requisitions across Software Engineering, Platform Engineering, Data, Product, GTM, Finance, IT, and Leadership functions while consistently delivering against hiring targets in competitive talent markets. • Exceeded KPIs: 50% diversity hires vs. target of 35% and 50 days average time-to-fill, vs the 90-day target. • Facilitated intake meetings with hiring managers to define hiring requirements, interview plans, candidate profiles, and recruitment timelines, ensuring alignment throughout the hiring process. • Built trusted partnerships with business leaders and HR stakeholders by providing market intelligence, transparent hiring recommendations, and proactive communication, helping reduce hiring roadblocks and accelerate hiring outcomes. • Built and maintained talent pipelines through proactive sourcing, LinkedIn Recruiter outreach, referrals, networking, and talent community engagement including campus hiring to support current and future hiring needs. • Managed third-party recruiting agency partnerships, monitoring candidate quality, pipeline conversion, and hiring outcomes to ensure alignment with business needs and hiring objectives. • Delivered a high-touch candidate experience through proactive communication, structured interview processes, timely feedback, and offer management, contributing to increased acceptance rates and positive hiring manager feedback. • Revitalized the hiring manager CSAT survey initiative, driving engagement resulting in improved participation from 15% to 55%. • Supported acquisition integration activities during Shift4's acquisition of Worldline NA (announced Q4 2025), aligning recruitment, workforce planning, and change management efforts to ensure a smooth organizational transition.

2. Senior Talent Partner, Product Engineering & Network Security Teams

   Broadcom (formerly VMware)

   Jan 2022 to Jan 2024

   Toronto, ON

   Enterprise cloud and infrastructure software company with SaaS product models. VMware was acquired in Nov 2023. As part of a Global TA CoE, owned talent acquisition strategy, business leader partnership, and delivery for the EUC product team. full-cycle recruitment for Software Engineering, Data Engineering, Analytics, Cloud Infrastructure, SRE, Network Security, Product Management, QA, and AI-adjacent technical positions supporting enterprise cloud and security product organizations. • Served as a talent market advisor to hiring leaders, providing insights on talent availability, competitor hiring activity, compensation trends, and sourcing strategies to support informed hiring decisions. Developed targeted sourcing strategies and talent maps to identify and engage hard-to-find candidates across engineering, cloud infrastructure, security and product disciplines, consistently building high-quality pipelines in competitive markets. • Mentored Talent Discovery and Talent Experience team members, providing coaching on stakeholder management, recruiting strategy, talent advisory practices, and operational excellence across complex hiring initiatives. • Used data to develop quarterly business reviews and key project milestone results; delivered presentations to hiring teams and business unit leaders, TA leadership team and held training sessions with talent advisors. • Led a six-month secondment on the TA Strategy Team focused on reporting, analytics, and operational performance. Partnered with TA leadership to improve reporting quality, increase recruiter adoption of analytics, and enhance visibility into hiring performance metrics, KPI attainment, and business-level OKRs. • Project team member for TA Reimagine movement to redesign TA workflows, creating efficiency and automation and freeing administrative tasks from recruiters so we could focus more on strategy development and execution with the business lines we supported. Helped with development and enablement of talent profiles and swimlanes. • Nominated to be a member of the DEI Ambassador team who actively supports Diversity, Equity and Inclusion (DEI) initiatives such as metrics adherence, advocacy, training facilitation and training knowledge repository.

3. Recruitment Operations Manager; Team Lead, Technical Recruitment Consultant

   WilsonHCG (dedicated to the IBM Account)

   Jul 2016 to Jan 2022

   Toronto, ON

   Global RPO company, delivering HCM solutions to IBM – a Global technology consulting and software organization. As a founding member of the IBM RPO delivery team, led recruitment operations supporting IBM Global Business Services, Consulting, Cloud, and Corporate business units. Accountable for a team of 8 recruiters, covering recruiter performance, operational delivery, KPI attainment, stakeholder satisfaction, workforce planning support, and continuous improvement initiatives. • Provided operational leadership, coaching, performance guidance, and recruiting best-practice support to a global recruiting organization of approximately 30 recruiters across North America, the United States, and EMEA. • Established and monitored recruitment KPIs including time-to-fill, source effectiveness, diversity hiring outcomes, funnel conversion rates, offer acceptance rates, and recruiter productivity metrics. • Prepared and presented Quarterly Business Reviews to IBM and executive stakeholders, leveraging recruiting analytics and workforce insights to influence hiring decisions and improve operational performance. • Drove continuous process improvement initiatives that contributed to the expansion of the IBM account from 3 recruiters to more than 30 recruitment professionals. • Collaborated with business leaders and HR partners to improve hiring manager accountability, interview effectiveness, workforce planning, and recruiting outcomes. • Supported recruitment governance initiatives including ATS compliance, process standardization, data quality, reporting accuracy, and service-level agreement performance. • Participated in Design Thinking workshops and Agile initiatives focused on recruitment process optimization and candidate experience improvements. • Leveraged workforce and recruiting analytics to identify bottlenecks, reduce hiring cycle times, improve offer acceptance rates, and increase diversity hiring outcomes. • Key member of project delivery initiatives including: ATS migration from iCIMS to Avature, technical recruiting certification training program, recruiter onboarding training, talent mapping, DEI, data cleansing & reporting, etc • Data integrity advocate who championed accurate, timely, and compliant recruitment data to support client reporting, internal KPI achievement, and recruitment strategy. Maintained data quality within ATS & CRM, tracking spreadsheets, and Kanban boards, while providing guidance and best-practice training to recruiters. Leveraged reporting and analytics to identify process improvement, coaching, and learning opportunities, optimize pipeline management, improve conversion ratios, reduce time-to-fill, and evaluate source-of-hire effectiveness.

4. SAP Technical Recruiter

   Fokis Services

   May 2015 to Mar 2016

   Remote

   Boutique IT Professional Services firm. Supported SAP Consultant resourcing for full time, contract and project requirements at key accounts including IBM. • Using LinkedIn Recruiter, sourced, screened and presented SAP talent to the senior partners for client consideration to fulfil full time, contract and project resourcing requirements. • Supported the resourcing requirements of large system integrators and direct clients in Retail, Financial, Insurance, Oil & Gas, Government, CPG, Manufacturing and Technology industries.

5. HR Specialist, Recruitment

   CAA South Central Ontario

   Apr 2013 to Apr 2014

   Thornhill, ON

   Member-services organization offering P&C and travel insurance, roadside assistance, travel, and automotive services. Corporate HR team member – led recruitment, onboarding, offboarding, employee relations, and talent learning and development. • Consistently exceeded “time-to-hire” targets, reducing the recruitment and hiring cycle timeframe by 1-4 weeks. Successfully led 3 high volume hiring events for the contact centre, resulting in achievement of the targeted hire expectations. • Facilitated the on-boarding process by preparing offer letters, new hire packages, security & technology access) in collaboration with total rewards, payroll, IT, procurement, and facilities management. • Led exit interviews with employees who have provided their employment notice; compiled results and shared with HR Leadership and Department leaders for review.

6. Lead Recruiter

   Avient Solutions Group

   Jan 2011 to Oct 2012

   Markham, ON

   IT Professional Services and Managed Services firm. As HR Workforce Planning Lead, built a recruitment team of two and managed delivery performance. Oversaw technical bench utilization, supported employee relations, executed project initiatives, provided sales support, and managed onboarding. • Collaborated with the sales team to understand current and upcoming project initiatives (technical deliverables, timelines, and budget); partnered with technical leads to build job descriptions and formulate interview and selection process. • Client & Channel Partner Management – met weekly with clients and channel partners to gain project updates and insights on resourcing needs, resulting in improved communication, demand forecasting, new business development and issue mitigation. • Leveraged Linkedin Recruiter to create a Talent Marketing initiative which improved workforce utilization of full time staff and increased total billable hours and gross revenue for the professional services division. • Led campus hiring including job fairs at technical universities which resulted in the successful hiring of 3 junior network analysts for the Managed Services division.

7. Senior Account Executive, Recruitment

   AppleOne Employment Services

   Aug 2004 to Dec 2009

   Newmarket, ON

   Global, full-service employment staffing agency. As a 360 recruiter, successfully placed temporary, contract and full-time candidates at clients across diverse sectors. • Built candidate pipelines through community networking, hiring events and open houses, referrals, and database mining. • Conducted candidate interviews, skills assessments, reference checks, and qualification reviews to ensure strong alignment between candidate capabilities and client requirements. • Negotiated and closed offers for full time hires; oversaw candidate onboarding processes for contract and temp placements, and maintained regular communication with clients and candidates to ensure positive hiring experience.

1. Seneca College

   HR Management Studies

2. Mount Saint Vincent University

   Business Administration Studies

• Change Management Foundations Certification

  PMI

• Talent Acquisition Certification

  SocialTalent

• Certified Professional Branding Specialist

  LHH