Associate Manager, Customer Service
Prudential Financial
Plymouth, MN United States

Prudential Financial, Inc. is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company’s well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services. For more information, please visit www.prudential.com.

Responsibilities: As a member of the Leadership team for Producer Service, incumbent has supervisory responsibility for both daily and tactical workflow of Operations teams that processes Appointments for life and long term care products in the Brokerage Distribution Channel.

Major responsibilities and Position Requirements:

Lead high volume team responsible for receipt and review of appointment requests, ensuring compliance with internal, state and regulatory regulations

Manage capacity to meet cycle times through leverage of work, while focusing on exceeding customer expectations and supporting and enhancing "ease of doing business" model

Pro actively lead initiation and implementation of tactical solutions to enhance efficiency and service through process improvements, technology initiatives and staff training and development

Support achievement of organizational and division objectives through active involvement in project development and implementation

Build and maximize strong business relationships with both external and internal business partners in efforts to leverage feedback and best practices from these partners to strengthen operational effectiveness

Manage and enhance metrics reporting on all operational processes

Administrative support for teams up to 25 associates - includes performance management, coaching, development and succession planning

-Proven management experience in Operations environment - productivity, capacity, quality, service and metrics preferred
-Proven success in managing high volume operations team while implementing efficiencies and supporting new initiatives
-Proven leadership ability influencing positive work environment and promoting inclusive culture
-Proven decision making skills - ability to apply sound judgement in day to day operating decisions
-Proven ability to adapt to and lead through times of change
-Strong conceptual thinking skills - ability to grasp new information and apply it to daily operations processes
-Strong organizational skills - ability to handle multiple priorities
-Excellent relationship building, interpersonal and partnering skills
-Excellent verbal and written communication skills
-Solid knowledge of risk, control and compliance - risk/control assessment development

Prudential is an Equal Opportunity/Affirmative Action Employer and is committed to diversity in its workforce.

Prudential is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity unless contracted with Staffing. Agencies must work with Staffing as the primary point of contact and follow the Prudential application process to be considered for business. Regardless of past practice, all resumes submitted by search firms to any employee at Prudential via-email, the Internet or directly to hiring managers at Prudential in any form without a valid written search agreement in place for that position will be deemed the sole property of Prudential, and no fee will be paid in the event the candidate is hired by Prudential as a result of the referral or through other means. Note: Any search agreement entered into with Prudential before January 2004 is null and void. Search firms are essential to the recruitment and staffing efforts at Prudential and we value the partnerships we have built with our preferred vendors. For this reason, Prudential has established and regularly maintains a preferred vendor list. Please note that even preferred vendors need to have a written search agreement signed by the Director, Recruiting Programs, Staffing at Prudential in place for the specific position in order for a fee to be paid for any candidate referrals.

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Job code: 5348
10930787