Head of End User Services
Corebridge Financial
Houston, TX
Description
Who We Are
At Corebridge Financial, we believe action is everything. That’s why every day we partner with financial professionals and institutions to make it possible for more people to take action in their financial lives, for today and tomorrow.
We align to a set of Values that are the core pillars that define our culture and help bring our brand purpose to life:
At Corebridge Financial, we believe action is everything. That’s why every day we partner with financial professionals and institutions to make it possible for more people to take action in their financial lives, for today and tomorrow.
We align to a set of Values that are the core pillars that define our culture and help bring our brand purpose to life:
- We are stronger as one: We collaborate across the enterprise, scale what works and act decisively for our customers and partners.
- We deliver on commitments: We are accountable, empower each other and go above and beyond for our stakeholders.
- We learn, improve and innovate: We get better each day by challenging the status quo and equipping ourselves for the future.
- We are inclusive: We embrace different perspectives, enabling our colleagues to make an impact and bring their whole selves to work.
Who You’ll Work With
The Information Technology organization is the technological foundation of our business and works in collaboration with our partners from across the company. The team drives technology and digital transformation, partners with business leaders to design and execute new strategies through IT and operations services and ensures the necessary IT risk management and security measures are in place and aligned with enterprise architecture standards and principles.
About The Role
The End User Services (EUS) Leader is responsible for the end user technology experience for Corebridge Financials’ ~14k users across six technology sub-towers. These sub-towers include Corebridge’s Enterprise Support Desk, Messaging & Collaboration, Device/Workplace Services, Site/Field Services, Executive Support, and Concierge Services. These services are primarily within the US with limited reach into EMEA (Dublin/London) along with India/Philippines. This is a high-profile, high-touch position and requires strong leadership, management, and communication skills.
Responsibilities
- Deliver world-class technology support for ~14k users (employees, producers/advisors, and contractors) proactively anticipates needs, manages risks, and delivers frictionless technology experience.
- Strategic and results driven leader. Provide leadership and ability to set standards for superior process and service delivery to our customers/users and business units.
- Manage the EUC organization, its six sub-towers that includes 40+ Corebridge employees and ~300 managed service contractors through hands on mentoring and proactive principles to ensure a best-in-class support model is in place. Take ownership and drive the team in the delivery of expected goals and deliverables.
- Responsible for establishing the workspace services end user experience for our users/EUS customers.
- Provide concise, timely executive level communications as issues are occurring.
- Skilled at driving operational success by leveraging people, processes, and technology to achieve business objectives.
- Partner with various teams to drive strong proactive end user communications in support of our users/EUS customers.
- Experience (and enjoy) building relationships with Executives, Executive Assistants, and key personnel in support of providing a strong support organization.
- Respond to end user escalations and drive a customer experience Improvement Program to elevate support levels and ensure all sub-towers are working together.
- Promote a culture of “Customer First” both within Corebridge and within the Manage Service provider.
- Ability to set organization goals and drive the teams to achieve the desired outcome.
Skills and Qualifications
- 10+ years leading end user experience at a Fortune 500 company.
- 15+ years of experience in technical service delivery A minimum of a bachelor’s degree with a focus on Information Technology or equivalent work experience.
- Outstanding executive presence, strong professional skills and confidence when interacting with senior executives.
- Proven experience developing and maintaining best-in-class repeatable procedures; positive track record aligning resources and driving the outcome to meet expected targets.
- Multi-discipline Technological Expertise (e.g. Desktop Support, Mobility Support, Messaging Support, Collaboration Support, Enterprise Help Desk Support, Tech Bar Support, etc.)
- Superior problem-solving approach. Leverages technical expertise and creativity to develop innovative solutions and thinks beyond the current issue to prevent future occurrences.
- Reliable and responsible. Consistently goes the extra mile to ensure all aspects are accounted for.
- Strong verbal and written communications skills. Superior ability to succinctly convey technical notions.
- Proactively identifies gaps and mitigates risk in the absence of guidance and supervision with outstanding skill and judgement.
- Flexible and adaptable. Rapidly learns and develops new processes and concepts.
- Strong business acumen and solid understanding of corporate structure, operations and network service roles and processes in supporting executive clients as well as overall functional areas.
- Ability to manage multiple issues simultaneously and operate in a fast-paced environment.
- Ability to navigate a large, complex technology organization.
Technical
- Project Management; Executive level presentations; document repeatable processes
- Windows 10 and 11, Microsoft Azure Virtual Desktop
- Laptops, Desktops, and peripherals (headsets, monitors, audio devices)
- Mobile - Apple iPhone/iPad/iOS BYOD
- Microsoft 365 Suite (OneDrive, OneNote, Outlook, Word, Excel, PowerPoint)
- Microsoft Teams (apps, Microsoft Teams Rooms, Phones and Voice Service)
- Microsoft CoPilot
- Telepresence (Conference Rooms and personal endpoints), including Microsoft Teams Rooms (MTR)
- High profile meetings/events via Intrada, Webex, Zoom, Teams, GoToMeeting, Google Meet
Work Location
This position is based in Corebridge Financial’s Houston, TX office and is subject to our hybrid working policy, which gives colleagues the benefits of working both in an office and remotely.
Estimated Travel
May include up to 25%.
#LI-SAFG #LI-CW1 #LI-Hybrid
This role is deemed a “covered associate” under SEC Rule 206(4)-5, 17 CFR § 275.206(4)-5, Political contributions by certain investment advisers, and other federal and state pay-to-play rules. Candidates for the role must not have made any political contributions that, under 17 CFR § 275.206(4)-5 or other federal or state pay-to-play regulations, would disqualify the candidate or Corebridge Financial from conducting Corebridge Financial’s business, or that would otherwise create a conflict of interest for Corebridge Financial. Applicants who are selected to move forward with the application process will be required to disclose all U.S. political contributions they and their household family members have made over the past two years.
Why Corebridge?
At Corebridge Financial, we prioritize the health, well-being, and work-life balance of our employees. Our comprehensive benefits and wellness program is designed to support employees both personally and professionally, ensuring that they have the resources and flexibility needed to thrive.
Benefit Offerings Include:
At Corebridge Financial, we prioritize the health, well-being, and work-life balance of our employees. Our comprehensive benefits and wellness program is designed to support employees both personally and professionally, ensuring that they have the resources and flexibility needed to thrive.
Benefit Offerings Include:
- Health and Wellness: We offer a range of medical, dental and vision insurance plans, as well as mental health support and wellness initiatives to promote overall well-being.
- Retirement Savings: We offer retirement benefits options, which vary by location. In the U.S., our competitive 401(k) Plan offers a generous dollar-for-dollar Company matching contribution of up to 6% of eligible pay and a Company contribution equal to 3% of eligible pay (subject to annual IRS limits and Plan terms). These Company contributions vest immediately.
- Employee Assistance Program: Confidential counseling services and resources are available to all employees.
- Matching charitable donations: Corebridge matches donations to tax-exempt organizations 1:1, up to $5,000.
- Volunteer Time Off: Employees may use up to 16 volunteer hours annually to support activities that enhance and serve communities where employees live and work.
- Paid Time Off: Eligible employees start off with at least 24 Paid Time Off (PTO) days so they can take time off for themselves and their families when they need it.
Eligibility for and participation in employer-sponsored benefit plans and Company programs will be subject to applicable law, governing Plan document(s) and Company policy.
We are an Equal Opportunity Employer
Corebridge Financial, is committed to being an equal opportunity employer and we comply with all applicable federal, state, and local fair employment laws. All applicants will be considered for employment based on job-related qualifications and without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, neurodivergence, age, veteran status, or any other protected characteristic. The Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status. At Corebridge Financial, we believe that diversity and inclusion are critical to building a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our colleagues are respected as individuals and valued for their unique perspectives.
Corebridge Financial is committed to working with and providing reasonable accommodations to job applicants and employees, including any accommodations needed on the basis of physical or mental disabilities or sincerely held religious beliefs. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to
We will consider for employment qualified applicants with criminal histories, consistent with applicable law.
Corebridge Financial, is committed to being an equal opportunity employer and we comply with all applicable federal, state, and local fair employment laws. All applicants will be considered for employment based on job-related qualifications and without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, neurodivergence, age, veteran status, or any other protected characteristic. The Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status. At Corebridge Financial, we believe that diversity and inclusion are critical to building a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our colleagues are respected as individuals and valued for their unique perspectives.
Corebridge Financial is committed to working with and providing reasonable accommodations to job applicants and employees, including any accommodations needed on the basis of physical or mental disabilities or sincerely held religious beliefs. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to
TalentandInclusion@corebridgefinancial.com
. Reasonable accommodations will be determined on a case-by-case basis, in accordance with applicable federal, state, and local law.We will consider for employment qualified applicants with criminal histories, consistent with applicable law.
To learn more please visit:
www.corebridgefinancial.com
Functional Area:
IT - Information Technology
Estimated Travel Percentage (%): Up to 25%
Relocation Provided: No
AIG Technologies, Inc.