Job Classification:

We are seeking a highly motivated people leader to join our dynamic team. The Associate Manager, Record Keeping Services is responsible for leading a team of associates supporting member direct experiences across core and voluntary benefits. This role has accountability for service delivery, operational performance, quality, and team effectiveness, while helping execute and continuously strengthen an innovative service model designed to deliver a strong employee experience.

The person in this role will play an important part in strengthening operational discipline, improving service outcomes, and supporting the continued evolution of processes, controls, and team capabilities across core and voluntary benefits while collaborating with department manager. This position also requires close partnership across internal teams and vendor partners to help ensure effective execution, consistent service, and a high-quality member experience. The current work arrangement for this position depends on business needs and location and may require occasional on-site presence at a Prudential office.

Principal Duties and Responsibilities

• Leads, coaches, and develops a team of associates, fostering accountability, engagement, collaboration, and positive morale
• Oversees member direct service delivery across core and voluntary benefits, with accountability for operational performance, quality, and timely resolution of inquiries
• Monitors service trends, operational metrics, and quality results to identify issues, surface risks, and implement proactive solutions that improve service and business outcomes
• Supports execution of the service model by helping align people, processes, and vendor support to deliver a consistent and effective member experience
• Partners across functions and with vendor partners to strengthen end-to-end service delivery, improve operational effectiveness, and address process or control gaps
• Identifies and drives process improvements that enhance the customer experience, strengthen the employee experience, and improve business results
• Helps establish and advance short- and long-term service objectives aligned to business priorities, operational needs, and quality expectations
• Exercises supervisory responsibility, including hiring, performance management, coaching, and development
• Supports a culture of strong risk management, operational discipline, continuous improvement, and accountability
• Uses data and performance trends to inform decisions, prioritize improvement opportunities, and support execution against business goals

What you’ll need

• 3–5 years of leadership experience in a service operations environment
• Strong written and verbal communication skills, with the ability to interact effectively with Prudential associates at all levels
• Ability to manage multiple priorities in a fast-paced environment
• Demonstrated ability to identify and implement process improvements that improve efficiency and reduce expense
• Experience using data and performance trends to inform business decisions
• Strong organizational skills, sound judgment, and strategic thinking ability
• Proven results orientation, strong relationship-building skills, and the ability to work cross-functionally, including with vendor partners, to achieve business outcomes
• Strong problem-solving, analytical, decision-making, and negotiation skills
• Ability to work effectively in a matrixed, nonhierarchical environment and adapt as business needs evolve
• Strong work ethic, self-motivation, and the ability to prioritize and meet deadlines
• Ability to travel approximately 10%

It’d be a plus if you had

• Minimum of 5 years of Group Insurance experience
• Deep knowledge of member direct billing and the Compass system

• 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).