Workforce Technology Support Manager

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.

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.

As the Workforce Technology Support Manager 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.

• 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 Corebridge’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 Corebridge'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…