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. 

The Enrollment Solutions Center is a new organization in Group Insurance offering an operational solution to Enrollments. The purpose of this group is to successfully increase our voluntary participation by providing an administrative service for clients without Prudential recordkeeping. The unit provides toll free number support for employees and employers during enrollment periods as well as administrative responsibility for application processing. The Associate Manager will be responsible for:
The daily operational performance of a customer service/operational team. 
Organizes the workflow of associates to provide the most effective and efficient service in accordance with established policies and procedures. 
Provides guidance and counsel to associates. 
Ensures good customer relations. 
Recognizes, recommends and implements operational improvements. 
Ensures adherence to day-to-day application of organizational policies and procedures. 
Has full supervisory responsibility including hiring, performance management, coaching and development. Typically supervises staff of 20 employees.

 
Bachelor’s degree or equivalent experience 
Demonstrated leadership ability 
Ability to manage to tight deadlines to ensure service objectives 
Ability to understand and manage the production process including monitoring call and web chat volume, processing of paper applications, managing daily on-hand and delegating and tracking work assignments to an operational unit responsible for Enrollment Kit creation and Web Enrollment set-up.
Ability to effect change 
Strong project management skills 
Ability to effectively communicate organizational objectives to associates and coordinate work efforts of others 
Ability to translate sound business and management practices and concepts into day-to-day operational reality 
Effective oral and written communication, interpersonal and influence management skills to be capable of interacting with all levels of Prudential associates 
Strong organizational skills with the ability to prioritize and multi-task 
3-5 years of customer service supervisory experience, particularly in a call center/operational environment 
Experience tracking and reporting operational metrics 
Strong organizational skills 
Demonstrated ability to handle escalated inquiries and complex customer inquiries 

The Prudential Insurance Company of America and its affiliates, Newark, New Jersey are Equal Opportunity/Affirmative Action Employers and are committed to diversity in our 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.