Head of Service Delivery Excellence - HR Operations

Who we are

Corebridge Financial helps people make some of the most meaningful decisions they're ever going to make. We help them plan and take action to protect the future they envision, and respond to some of life's most difficult moments through the solutions and services we provide. We do this through our broad portfolio of life insurance, retirement and institutional products, offered through an extensive, multichannel distribution network. We provide solutions for a brighter future through our client centered service, breadth of product expertise, deep distribution relationships, and outstanding team of hardworking and passionate employees.

Get to know the business

Life and Retirement is a unique franchise that brings together a broad portfolio of life insurance, retirement and institutional products offered through an extensive, multichannel distribution network. It holds longstanding, leading market positions in many of the markets it serves in the U.S

About the role

The Head of HR Service Delivery Excellence will be responsible for building and executing on a strategic roadmap focusing on leading HR Operations through a transformation to become a world class organization. The Head of HR Service Delivery Excellence will be accountable for achieving HR Operations excellence across Corebridge and will work with colleagues across the organization to identify opportunities and solutions, as well as with external partners to deliver flawless HR services.

The Head of HR Service Delivery Excellence will partner closely with the Head of Employee Experience and with the Head of Operational Excellence to create and optimize a comprehensive framework to deliver excellent HR services, with the employee experience as the North Star.

This position involves a deep dive into the current service catalog and operational framework to elevate the employee experience, enhance operational performance, identify areas for improvement, streamline workflows, and ensure that best practices are adopted across all levels. By fostering an experience and service centric culture, the Head of Service Delivery Excellence aims to not only boost HR's operational performance but also contribute to its overall impact supporting organizational priorities. Through collaboration with a wide network of partners (internal and external) and stakeholders, this role ensures that the organization's operations are aligned with its strategic goals, ultimately leading to improved employee experience and business outcomes.

This position is open to fully remote.

What we're looking for

The Head of Service Delivery Excellence is passionate about elevating the employee experience through flawless service delivery that consistently exceeds expectations. The Head of Service Delivery Excellence is an exceptional collaborator who brings teams and people together to deliver excellence in HR Operations across the enterprise. The Head of Service Delivery Excellence is an individual with a strong track record in leading HR Operations teams along their maturity journey, enhancing their strategic impact and value proposition.

Key responsibilities of the Head of Service Delivery Excellence include, but are not limited to:

• Foster an employee-centric culture enabled by innovation and change management.

• Collaborate to establish, implement, and drive the strategic direction of the organization’s HR operations.

• Effectively manage and leverage 3rd party vendors to ensure excellent employee experience and flawless operations, while delivering the value proposition of these engagements.

• Embed continuous improvement into daily operations to enhance operational efficiency, quality and experience.

• Collaborate across internal and external partners (e.g. COEs, HRPBs, BUs, vendors) to build and implement new processes and ways-of-working to improve the employee experience and streamline organizational processes.

• Lead with data. Establish and deliver quantitative and qualitative metrics, dashboards, guidelines, and standards by which the efficiency and effectiveness of HR Operations can be evaluated while identify opportunities for improvement.

• Build and maintain strategic partnerships and oversight of third-party vendors to ensure alignment to procedures, policies and guidelines.

Required experience and capabilities

• 10+ years of progressive experience in various functions of HR, including at least 5 years of progressive experience in shared services, global business services or global enablement.

• At least 5 years of experience in vendor management with multiple third-party partners, particularly offshor