EUC Tower Lead - Concierge Services

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:

• 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

As the EUC Concierge Service Lead at Corebridge Financial, this person represents the voice of our 14k customers, comprising employees and consultants, to enhance productivity and job efficiency. This role involves overseeing service providers to ensure adherence to core SLAs/KPIs, driving process improvements, and maintaining up-to-date SOPs, and actively monitor the vendor's performance. This role will be responsible for communicating material changes and production issues, documenting service requests, and resolving issues for the enterprise.

Responsibilities

• Concierge User Support. Dedicated support for the ~1500 Financial Advisors and Wholesalers.

• 1 on 1 appointments for new device set ups

• Concierge Service Desk

• Support of offsite events

• Verify tech is assigned to each event.

• Validate all needed equipment has been sent to location ahead of event.

• Meet with the Meetings and Events team monthly to review past events and plan for upcoming.

• Responsible for concierge and enterprise Help Desk.

• Proactive Device Refresh Program: Provide leadership and governance over the Corebridge enterprise-wide proactive device refresh program provided via Accenture Service Provider that covers Corbridge's 14k stakeholders (US & Overseas based). This includes:

• Actively govern and inspect Service provider; Drive culture of ownership or move resources off Corebridge account.

• Conducting a monthly review of the overall health & age of the Corebridge device fleet.

• Identifying which assets are nearing end of life (EOL) and impacting stakeholder productivity levels to direct/approve/authorize Service provider to replace legacy devices.

• Inspect end user customer service surveys (CSAT) and actively ensure analysis results in a positive improvement in future CSAT scores.

• Ensure monthly reviews of service provider occurs and that improvement opportunity schedules are documented and followed.

• Expectations include that stakeholders will receive a high-quality professional like for like device replacement experience with minimal business impact.

• Onboarding Program. Provide leadership and governance over the Corebridge enterprise-wide onboarding program via Accenture Service Provider that covers Corbridge's multiple business units and resource managers. This includes:

• Actively govern and inspect Service provider; Drive culture of ownership or move resources off Corebridge account.

• Actively participate in the daily stand ups, weekly reviews, and monthly report outs to ensure core SLAs/KPIs are met.

• Expectations include every Corebridge new hire will (a) have new devices pass a quality review process prior to shipment, (b) devices shipped within a 10-calendar day SLA, a new hire 1:1 session is offered, and a customer new hire satisfaction survey is conducted and actively analyzed.

• Asset Management. Provide leadership and governance over the Corebridge enterprise-wide multi-million asset management program provided via Accenture Service Provider. This includes:

• Ensure weekly and monthly asset review inspections occur.

• Partner with risk and controls to ensure proper processes are in place to support this function.

• Actively inspect to ensure inventory levels are managed for standard offering items so that new requests are satisfied the same day.

• Support the proactive device refreshment and onboarding programs.

• Ensure compliance with IT Controls that fall within the EUS organization.

• Support of various strategic and key initiatives.

• Windows 11 Upgrade

• Enterprise Corporate Mobility Program

• Corebridge Device Strategy

• Oversee hardware portion (~$6m) of the overall $51m EUC budget.

• Provide monthly analysis on current spend vs budget.

• Submit required documentation for spend approval.

• Concierge Services team consists of:

• 9 onshore Hemmersbach/Accenture resources located in Houston, TX

• 21 offshore Accenture resources located in the Philippines

Skills and Qualifications

• Bachelor's degree; computer science or related
• Proven expertise in leading EUC programs and governance.
• Demonstrated ability to manage complex IT initiatives, including device refresh and onboarding programs.
• Strong skills in metrics reporting, compliance, and risk management.
• Exceptional collaboration and communication skills, ensuring alignment across teams and regions.
• Experience managing multi-million-dollar budgets within enterprise environments.
• Strong troubleshooting skills

Technical

• Project Management; Document repeatable processes
• Windows 10 and 11, Microsoft Azure Virtual Desktop
• Laptops, Desktops, & peripherals (headsets, monitors, audio devices)
• Mobile - Apple iPhone/iPad/IOS, BYOD
• Microsoft 365 Suite (One Drive, One Note, Outlook, Word, Excel, PowerPoint, SharePoint)
• Microsoft Teams (Apps, Microsoft Teams Rooms, Phones & Voice Service)
• 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%.

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:

• 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 .... 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 (%):

Relocation Provided:

AIG Technologies, Inc.