Associate Manager, Process Management at Prudential Ins Co of America in Jacksonville, Florida

Job Description:

Job Classification:

Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy

At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you’ll unlock a motivating and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions!

The Associate Manager, Customer Service will join the Prudential Life Post Issue Contact Center, which is part of our Individual Life Insurance business.

Bring your passion and energy to a diverse role that has an effect on other. Our Contact Center is a dynamic environment that furthers innovation, collaboration, and talent development. Our Associate Managers play a critical role in developing our Contact Center Representatives’ skills and behaviors to help them achieve their fullest potential. The Associate Manager works across business functions and with their team to provide a simplified, low effort experience for customers with complex financial needs.

The current employee work arrangement for this position is Fully Virtual. While this position does not require your on-site presence on a regular basis, depending on business preferences, there may be occasions where you are required to be on-site at a Prudential office.

What you can expect:

• Has full supervisory responsibility including hiring, performance management, employee engagement, coaching and development.


• Responsible for the daily operational performance of a Life Insurance Customer Experience team.


• Organizes the workflow of associates to provide the highest quality, low effort service experience in accordance with established policies and procedures.


• Provides guidance and extensive feedback to associates.


• Ensures excellent customer interactions.


• Recognizes, recommends, and implements operational improvements.


• Ensures adherence to day-to-day application of organizational policies and procedures.


• Typically supervises staff of 12-16 employees.

What you’ll need:

• 1 to 2 years leadership experience preferred


• Bachelor degree preferred


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


• Enable the long-term success of team members through a balanced approach to performance and career development, continuous skills development and flexible career progression


• Track, trend and find opportunities that drive Service Level performance to goal for function(s)


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


• Successful communicator that conducts engaging stand up meetings, team meetings, team building events and proactively contributes ideas, opinions and recommendations


• Experience with creating emotional and intellectual connections with staff regarding their role with influencing organizational objectives


• Successful problem solving and issues resolution skills


• Solid organization skills and the ability to manage multiple priorities while working under tight timelines


• Create, implement, maintain and monitor process controls within aligned functions


• Ability to develop talent and mobilize resources to achieve results both internally as well as vendor results through the sharing of best practices and results management


• Proficient with Microsoft Office, Excel, Word, PowerPoint and CentreVu


• Project Management and a detailed, functional understanding of Company policies in different functional areas a plus (e.g., Quality, Business Operations Center, Human Resources, Finance, Vendor Management, Processing Areas etc.)


• Responsibilities are not limited to the aforementioned and may change to accommodate workflow improvements and business needs

Prudential welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

At Prudential, you can:

Take charge of your career. We equip and empower our employees to expand their skills and experience by using powerful learning, gigs, and job opportunities. We offer a suite of services such as on demand resources and networking to propel your career forward.

We’re a global organization, full of outstandingly dedicated people who aren’t afraid to think differently, challenge the status quo and take sensible risks along the way. You will enjoy pushing boundaries as we build innovative technology that helps clients, customers and employees live their best lives. You will have access to leadership and learning opportunities and the resources needed to take your career in any direction. We will help you do your best work, offering flexibility, while delivering on our Purpose.

What we offer you:

• Market competitive base salaries, with a yearly bonus potential at every level


• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave


• Retirement plans:


• 401(k) plan with company match (up to 4%)


• Company-funded pension plan


• 
  Wellness Programs to help you achieve your wellbeing goals, including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs


• 
  Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.


• 
  Tuition Assistance to help finance traditional college enrollment toward obtaining an approved degree, many accredited certificate programs, and industry designations.


• 
  Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.

To find out more about our Total Reward package, see our Total Rewards Brochure. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

#LI-MG1

Note: Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $83,400.00 to $124,100.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential 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.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law. 

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please email accommodations.hw@prudential.com.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.

Apply Now