End User Services Leader

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Position Summary:

Provides overall direction and leadership to a major IT function, and establishes organizational policy and decision making at Voya US level.  Directs multiple units of IT Professionals, by implementing effective and efficient organizational structures.  Member of the management team reporting to an IT or Line Executive.  Shares direct responsibility for overall IT results with peer IT Leaders.

End User Services Leader defines, delivers, and continuously improves digital employee experience with digital workplace technologies and services. Develop the process of developing digital workplace strategy and transforming operations and experience, will be responsible for implementing end-user computing systems that meet Voya needs aligned with industry best practices around Dex, leading a highly customer facing technical team supporting our staff.

Position Description:

• Partners with customers and IT organization to define, develop, and implement appropriate staffing strategies to support the organization.
• Establishes the appropriate work environment, structures, and processes to ensure that overall quality goals are established, monitored, and satisfied for all work activities.
• Established the appropriate financial management metrics to ensure that departmental, unit, and project based financial plans are proactively monitored, managed and reported.
• Partners with critical business and IT areas to ensure that all projects/efforts are adequately defined, managed, and completed; achieving the shared business and IT objectives
• Accountable for final administrative and operational decisions for an IT department; supervise development and approval of business plans and budgets prepared by subordinate managers.
• Critical member of the IT executive team in formulation of Voya’s IT strategy and plans.  Responsible for ensuring development and management of all employees in the IT department.
• Responsible for ensuring development and management of all employees in the IT department.
• Other duties as assigned.

Knowledge & Experience:

• Bachelor's degree in Computer Science, Engineering or a directly related field; Master's Degree preferred.
• Fifteen+ years of progressively responsible IT experience, including 10 years in IT management.
• Manage and support all end user hardware including desktops, laptops, mobile devices and other computing equipment
• Oversee the installation, configuration and maintenance of end user software and applications
• Establish and implement policies and procedures for end user computing
• Coordinate with IT department and other stakeholders to ensure end users have appropriate resources and support
• Lead a team of end user support specialists and provide training as necessary
• Strong background in Vendor management, ensure Service quality delivered by partners are meeting Voya Quality standards
• Manage the global delivery teams spread across.
• Respond to and resolve end user issues in a timely and effective manner
• Perform regular audits and assessments of systems to identify areas of improvements
• Develop strategies for optimizing end user experience and productivity
• Stay current with latest end user computing technologies and trends
• Manage the procurement of end user computing hardware and software
• Strong financial and organizational management experience (managing 80+ staff organizations, with $10m + operating budget).
• Strong understanding of financial service and insurance business and technologies.
• Significant experience in multiple areas of IT field, including new computing architectures, systems support strategies,  IT Services and/or process and project methodologies.
• Demonstrated success in project management and execution involving multiple major projects or a substantial record of success delivering complex IT services to a diverse clientele.

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen:Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more aboutCritical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.