VP, End User Services Global Collaboration & Workplace Lead at Chubb in Whitehouse Station, New Jersey

Job Description:

Location: North America, Whitehouse Station, NJ preferred

Travel: Some travel to Chubb locations globally required when able to do so

Reports to: SVP, Global Head End User Services

Chubb’s Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally, leveraging and owning end user toolsets and automation programs that help  the Chubb community find new and innovative ways of working. With an extreme focus on the end user and a drive for excellence, owning all components of Chubb’s core technology and support areas that employees and contractors leverage to perform their day to day work from a technology perspective, the organization is the first point of contact that the Chubb community leverages to obtain support.

We are looking for an inspiring and action oriented senior leader to build an organization within Global EUS that will have the responsibility for overseeing our suite of Collaboration and Workplace tools and associated support, an individual who is passionate about the customer and ensuring services are delivered based on a structured, thorough, well documented and secure approach that limits risk.  The role holder will establish and implement a global strategy for the delivery and support of collaboration and contact center tools and will further own product management and the lifecycle of all end user assets. The leader will oversee teams that support and interact directly with all levels of the organization and partner with internal and external organizations on the delivery of services.

The individual in this role will have a high level of interaction with organizations throughout the enterprise, working to understand user needs with the ability to translate those needs into technical requirements and the associated delivery. In this role, the leader will oversee and coordinate Customer Experience sessions, taking action on issues raised and finding creative solutions to solving daily challenges in the workplace through the use of technology.

Responsibilities include overseeing teams responsible for:

Contact Center/Telecommunications Support

• Define, deliver and support a consistent and standardized set of tools for contact centers and telecommunications, introducing automation where possible.


• Partner with Chubb’s 3rd party contact center and telecommunications vendors to ensure requirements and SLA’s are met.


• Support of telecommunications , 800 numbers and associated call flows


• Manage all incidents impacting contact centers and telecommunications, identifying trends and reporting on top issues impacting user community.

Webex/Video Unit Support

• Own the full lifecycle of Webex and Video unit delivery and support.


• Manage provisioning of Webex accounts globally


• Report on issues and trends impacting the Webex environment


• Coordinate and communicate all changes occurring within the Webex environment, partnering with the End User Experience team to ensure adoption.

• Partner with global real estate on the buildout of spaces ensuring standardization of video devices in all Chubb offices.


• Support Town Halls, meetings and events.

End User Assets

• Define and implement a globalized strategy for the management of Chubb’s end user assets including mobile devices, desktop/laptops, virtual desktops, monitors, peripherals, headsets and corporate multi-function devices/printers.


• Document and implement global device policies, including BYOD, with structured and formalized approval and exception process.


• Define personas based on knowledge of the end user community and drive and implement strategy to determine who receives what types of assets.


• Partner with engineering team, OEM’s and resellers, communicating business user needs, transferring those needs into requirements and asset selection.


• Ensure global asset management processes are defined and followed, developing processes with resellers and 3rd party vendors to ensure accuracy around the disposition of Chubb’s assets at all points in time.


• Build a discipline around providing thorough and detailed metrics and analysis on all products within scope of responsibility allowing for informed decision making.


• Own global disposal and data retention strategy, managing 3rd party relationships.


• Manage all budgeting, billing and contracts including consolidation/centralization where feasible.

Field Support/Executive Support

• Oversee 3rd party vendor deskside support and internal team responsible for Executive/White glove support with a focus on understanding executive workflows and needs, defining and recommending most effective technology solutions for Chubb’s top executives


• Define and support technology onboarding/offboarding process.


• Oversee the resolution of all level 2 deskside support tickets for NA end users


• Understand deskside support ticket trends globally, reporting on trends and status to executive leadership.

Qualifications:

• 10+ years of experience leading organizations through change and transformation, motivating teams to deliver and create a world class workplace experience.


• 15+ years of designing and delivering collaboration, workplace and end user technology infrastructure.


• Experience working with third party suppliers including overseeing financials/budgets, contracts and SLAs.


• Outstanding communication and relationship management skills with a focus on the customer, at all levels of the organization.


• Experience within Financial Services/Insurance is strongly desired


• Must demonstrate an agile and flexible approach to work with a sense of urgency; adjusting approach as required as business needs evolve


• Demonstrated commitment to excellence; solutions oriented approach to problem solving


• Experience overseeing multimillion dollar strategic budgets, with proven experiencing driving efficiencies.


• Bachelor degree in Information Technology or Computer Science preferred or relevant work experience.