Manager of Client Services
Job Classification:Sales - Sales
Prudential is seeking a highly motivated Manager of Client Services to aid in the evolution of an expanding Service Team in Group Insurance. The incumbent filling this role will be instrumental in the development, execution, and integration of an innovative Service Model to provide an industry leading customer experience in collaboration with Group Insurance’s (GI) Distribution Organization. As a Manager of Client Services, you’ll be challenged with evolving the current Service Excellence Team (SET) to expand its reach and surpass our customers’ expectations. You will work directly with GI Distribution and GI Service Leaders to implement state-of-the-art service capabilities, develop staff and onboard talent across the US, and collaborate with Service Partners to close existing process gaps.
In this role, you’ll have the opportunity to leverage your analytical abilities through Customer Inquiry Trending, flex your talent mindset through implementing creative solutions to GI Service Gaps, and work your people skills through continued partnership with Premier Distribution and Group Insurance Leaders. Come experience Prudential Group Insurance’s exciting and flourishing Service Organization where you will be encouraged to think differently, cultivate new ideas, push your creative boundaries, and expand you and your staffs’ abilities.
Performance management of their assigned work staff.
Hiring, developing and coaching their assigned team.
Responsible for leading staff located in virtual offices across the continental United States.
Serve as an escalation point for significant customer situations, which entails Compliance, Regulatory, or Procedural Risks to the organization.
Mitigating escalated customer situations, which entails Compliance, Regulatory, or Procedural Risks to the organization.
Oversee the tracking and resolution of Distribution submitted customer inquiries and trending results to identify/implement proactive back office solutions in partnership with Distribution and Service Leaders.
Knowledgeable of Compliance, Service, and Distribution policies and procedures and familiarity with the Group Insurance products, services, administration systems and Service Model methodology is preferred.
Maintain ability and authority to grant process exceptions due to home office errors.
Oversight of departmental budget, with responsibility for managing expenses including salary and travel expenses.
Proactively work with internal partners to eliminate discovered areas that need improvement to enhance our customer service delivery
Travel to satellite offices to meet with staff, Distribution personnel, and local customer base.
Minimum of 5 years operational and/or relationship management experience, to include 1 or more years of people leadership experience.
Bachelors degree strongly preferred; MBA or advanced education a plus.
Strong analytical skills with the ability to extract themes and meaningful opportunities from large data sets.
Knowledge of Group Insurance Products and Sales/Service Model, preferred
Professional presence and ability to provide executive level presentations required.
Strong communication skills, both written and verbal, with a proven ability to write clear and concise reports.
Ability to work autonomously and independently to develop staff, process, and business relationships.
Proven leadership and change-management skills, team-orientated, and a proactive and optimistic management style.
Ability to motivate others
Strong project management skills
Ability to effectively communicate organizational objectives to associates and coordinate work efforts of others.
Ability to travel up to 15% based on location
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 [Register to View] 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 [Register to View] .
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