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Manager, Participant Service Center

Prudential Financial, Dubuque, IA

This listing has expired

This position is located in Dubuque, IA


Working in a dynamic, fast paced environment, the Manager of the Participant Service Center (PSC) will manage the day-to-day operations and lead a team of 15-18 PSC associates who support the Defined Benefits, Defined Contribution, Non-Qualified, and Structured Settlement Businesses.  The incumbent for this role will have full supervisory responsibility including hiring, performance management, employee engagement, coaching and development.  The manager will also partner with the workforce management team to assist with the allocation of resources and staffing to safeguard that sufficient coverage is maintained throughout the shift to meet organizational and team goals, confirming that participants receive appropriate levels of service while remaining within expense targets.


Responsibilities include: 


Developing Talent by demonstrating a passion for guiding and developing others; ensuring the right people are in the right roles; actively addressing performance issues; developing sound succession plans; building sustainable leadership and technical capability. 


 Performance Management of associates by meeting monthly 1:1 using the feedback tool. Provide input into the development of associate Annual Performance Objectives; writing and delivering interim and annual performance appraisals for direct reports.  Ensuring effective completion of all training programs for incoming employees and recommending continuing education and training for existing staffing. Approve associate activities which include hiring and compensation evaluation. The ability to manage both virtual and on-site associates.  


Translates strategies into tactics and actions by effectively mobilizing resources to achieve intended results; establishing metrics to define success and gauges progress; help drive and influence business decisions regarding process improvements and consistency; ensuring controls are documented, implemented and monitored. Implements strategies to maintain strong employee engagement and morale.


This position will work the following schedule:


 Mon 10 -6, Tues 10- 6, Wed 12- 8, Thurs 10-6, Friday 12-8.








  • College degree or equivalent experience in Financial Services, Retirement Services or related industry preferred

  • Typically requires 3-5 years of supervisory experience, preferably within a Contact Center environment

  • Capable of executing decisions quickly with excellent follow through skills

  • Ability to handle multiple work responsibilities and meet established targets

  • Ability to work with tight deadlines and demonstrate flexibility with scheduling and setting priorities

  • Excellent listening, coaching, influencing and negotiating skills to help associates meet and exceed quality and productivity objectives

  •  Track, trend and identify opportunities that drive Service Level performance to meet goals

  • Strong talent mindset with the ability to collaborate within and across different business groups with individuals at various levels to achieve desired results

  • Strong communicator that conducts engaging team meetings and building events. Proactively contributes ideas, opinions and recommendations

  • Series 6, 26, and 63 FINRA licenses required upon hire or within 120 days of hire




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Job Details

Req Num DUB00008
ID 434711
Dubuque, IA
Positions 1
Full Time
Pay --
Customer Service

Preferred Candidates

Years of Experience 5-10 Years
Education --

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