Associate Manager, Process Management

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.

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