Director, Customer Service

Salary depends on experience
Posted on 10/31/17
Insurance
Salary depends on experience
Posted on 10/31/17

About the position

Prudential Group Insurance Operations has an exciting opportunity for an experienced business leader to join our Group Universal Life/Group Variable Universal Life Service (GUL/GVUL) Operations team. As the Director of GUL/GVUL Operations, you will oversee various operational functions and regulatory requirements such as, but not limited to, policy administration and maintenance, enrollment, claim payments, premium payments, customer inquiries, reporting, and other related key initiatives. In this role, you will collaborate with several different areas to achieve key business results. You thrive working in an organization that continually adapts and evolves and have a strong focus on talent and process improvement. You will report directly to the Vice President, Customer Service and have oversight of the GUL/GVUL leadership team responsible for roughly 30 employees.

This role will be based in Dresher, PA. Travel is approximately 15-20% of the time.

Job Responsibilities

  • Accountable for the day-to-day BAU oversight of the organization to ensure that work is processed timely and accurately with a focus on the customer experience.

  • Fosters a diverse environment and drives engagement and development within direct and indirect employees.

  • Accountable for the execution of initiatives to address complex business issues.

  • Focuses on strengthening process excellence and improving the customer experience.

  • Oversees the development of roadmaps required to execute project initiatives including identifying project scope, resource needs, business partner involvement, key action steps, and timeframes.

  • Leverages process improvement skills to ensure that multiple client specific processes are monitored and preformed within demanding internal and external guidelines and deadlines.

  • Engages with stakeholders, workstream leads, subject matter experts and project management team members, ensuring alignment and a clear understanding of project scope and goals.

  • Identifies and analyzes business opportunities and operational impact through a review of processes and data.

  • Leverages facts, data, and logic to generate solutions and recommendations to address business issues and gains organizational alignment on final decisions from key stakeholder(s).

  • Represents Operations at key business partner meetings and presents information in various leadership forums.

Qualifications

  • Life insurance background required.

  • Bachelor’s degreerequired.

  • Group Universal Life and/or Group Variable Universal Life experience strongly preferred.

  • Operations and contact center leadership experiencepreferred.

  • Experience interacting effectively with a wide variety of both internal and external stakeholders.

  • Strong ability to gain alignment on key decisions across multiple business units.

  • Demonstrated ability to drive and implement automation, digitalization, and transformational initiatives.

  • Proven results oriented with ability to work cross functionally to achieve goals.

  • Proven track record of managing complex, highly technical projects across functions and business lines.

  • Ability to balance structure and flexibility, with a drive toward results and accountability.

  • Well-developed leadership and strategic thinking skills

  • Ability to lead others in a highly collaborative environment

  • Series 6 and 26 licenses required within 180 days of employment

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.

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