For more than 140 years, Prudential has delivered products and services that help address the financial challenges of individual and institutional customers. Today, with operations in the United States, Asia, Europe and Latin America, Prudential is among the world’s largest financial services companies. Building your career at Prudential offers you the opportunity to truly make a difference.
The Manager is responsible for managing a team of individuals who are responsible for the creation and fulfillment of forms and enrollment materials, the reconciliation of print and electronic distribution of customer communications, as well as managing the daily operations of SLA's, issue resolution, and capacity associated with the tasks the associates are performing. The Manager will leverage relationship management expertise, creative problem-solving skills and executional know-how to help increase client value by delivering fulfillment programs that are on time, on strategy and deliver a positive customer experience at every touch point. In addition, this manager will oversee, and act as a liaison, between our administrative print vendors and Technology. This includes the understanding of the print and electronic distribution framework, supporting operational enhancements and associated requirements /testing, as well as collaborating with other lines of business with shared services. The Manager is responsible for developing associate talent, identifying trends, streamlining processes and procedures, reducing costs, metrics/reporting, and collaborating with internal and external business partners. Operational management of: ofulfillment execution and cost reduction ooversight, issue resolution and reconciliation of automated jobs omaintaining SLA's and supporting Service Offering Guidelines oreporting of metrics and identifying trends odevelopment, analysis and implementation of capacity ostreamlined processes and procedures Talent development: ocoaching guiding and leading direct reports oestablishing goals and objectives along with performance measurements oformal performance reviews as well as providing continuous development feedback o identifying and assigning stretch opportunities outside of daily business requirements Organizational, corporate, and external relationships: oestablish, maintain, and grow relationships with our key internal business partners (client service, CTeP, Compliance, Risk, Legal, KAT and Technology, etc.) oestablish, maintain, and educate our business partners on our service model, service offerings, and SLA's oestablish, maintain, and grow relationships outside of our immediate Retirement Organization (Centralized Business, Annuities, ILI, Group, GTBS, etc.) oestablish, maintain, and grow relationships with external partners (FIS, RRD, approved corporate vendors, NEPS, etc.)
Bachelor's Degree or related business experience
oMinimum of 7 years' experience working in Retirement Services, Financial Services or related industry
oAbility to communicate in a clear, concise and articulate manner
oDemonstrated expertise in customer service
oMust be able to work independently and be a team player
oExperience with print management and distribution a plus
oProven ability to work with Prudential's external business partners.
oProven ability to recognize trends and identify corrective actions.
oProven ability to re-engineer workflow/processes to improve cost/service results
oProven ability to take initiative
oProven ability to coach, guide, and build talent with direct reports
oProven organizational and prioritization skills
oAbility to react to change productively and handle other tasks as assigned
oStrong commitment to timing and quality standards
oProven ability to work on multiple tasks simultaneously
oAbility to think quickly under stressful situations