Manager, Client Services (Finance)

Job Classification:
Sales - Sales

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!

We are seeking a dynamic leader with strong strategic planning and team management skills to enhance client services. The ideal candidate will have a background in service organizations and leadership, excellent problem-solving skills, and the ability to foster key customer relationships. They should be innovative, communicative, and collaborative, ready to contribute to industry-leading customer service and business growth.

Role Overview:

• Reports to the Director of Customer Excellence in Group Insurance.
• Involves strategic planning, team leadership, and fostering strong relationships with key customers to drive business growth.
• Develops and implements an innovative service model that provides industry leading customer experiences.
• Collaborates with Distribution and Service Leaders to improve service capabilities, develop staff, and onboard talent across the US.
• Use your analytical and influencing skills through inquiry root cause trending, leveraging data to collaborate with business partners to reduce inquiry reoccurrence and close process gaps.

T he current employee work arrangement for this position may be Fully Virtual or Hybrid aligned with a Prudential office. 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.

Responsibilities include but are not limited to:

• Leadership and Team Management:
  • Hire, develop, coach, and manage performance of a Customer Excellence team virtually located across the continental United States that support Distribution, Brokers, and Employers.
  • Establish performance metrics for the team and monitor progress regularly.
  • Communication through regular team meetings, coaching sessions, leadership meetings, and town halls to align on department and individual objectives and strategies.
  • Ensure team is skilled to support the ever-changing needs of the business landscape by coordinating and implementing training programs and support.

• Client Relationship Management:
  • Mitigate escalated customer situations, which entails compliance, regulatory, or procedural risks to the organization.
  • Develop and maintain strong, long-lasting key business partner and customer relationships.
  • Proactively collaborate with internal partners to eliminate discovered areas that need improvement to enhance our customer service delivery.
  • Cross functional collaboration is necessary while working with other departments, including Distribution, Marketing, Product, and Contact Center to ensure customer needs are addressed holistically.

• Performance Monitoring, Reporting, and other Key Skills:
  • Oversee tracking and resolution of customer inquiries and trending results to identify/implement initiative-taking solutions in partnership with Distribution and Service Leaders.
  • Use data driven insights to prepare and present account service activities and outcomes to key business partners.
  • Maintain ability and authority to grant process exceptions due to home office errors.
  • Compliance with departmental budget, with responsibility for managing expenses including salary and travel expenses.

What you'll need:

• Knowledge of Compliance, Service, and Distribution policies and procedures and familiarity with the Group Insurance products, services, administration systems, and service model methodology is preferred.
• Bachelor's degree in business administration, marketing, or related field. MBA or advanced education a plus.
• Proven experience (5+ years) in a service organization, back-office operations, account management, and at least 3 years of leadership experience.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and people skills.
• Ability to effectively communicate organizational objectives to associates and coordinate work efforts of others.
• Strong analytical and problem-solving abilities.
• Professional presence and ability to provide executive level presentations required.
• Ability to work autonomously and independently to develop staff, process, and business relationships.
• Proven leadership and change-management skills, collaborative, and a proactive and optimistic management style.
• Ability to travel up to 10%.

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What we offer you:

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 $107,300.00 to $166,400.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• 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 .
• 401(k) plan with company match (up to 4%).
• Company-funded pension plan.
• Wellness Programs 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.
• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
• 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.

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. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

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

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.

If you need an accommodation to complete the application process, please email accommodations.hw@prudential.com .

If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance .