Manager, Channel Management

Prudential Financial   •  

Hartford, CT

Industry: Accounting, Finance & Insurance


Less than 5 years

Posted 43 days ago

This job is no longer available.

Prudential Retirement's mission and strategy will focus on building lasting relationships with all our individual customers. The Individual Solutions team within WSG will deliver service, education and solutions to our individual customers in order to help fulfill their overall financial wellness needs. In an effort to support the mission, we are searching for a dynamic candidate to develop and execute channel strategy to optimize the individual customer engagement channels. This includes migration of interactions to more efficient channels, optimization of those channels and improving the customer experience.

Key Responsibilities Include:

  • Sets short and long-term channel strategy, scope and initiatives that will lead to cost efficiency and improved customer experiences
  • Establishes & manages channel budgets and process
  • Monitors and reports on budget vs. actuals by major function and group
  • Realizes stated savings per year through channel efficiencies
  • Forecasts actuals and projected benefits and partners with finance to ensure projections are included in financial forecasts and multi-year plan
  • Proactively leads a joint partner planning process that develops mutual performance objectives across channel initiatives, financial targets, and critical milestones associated with a productive partner relationship
  • Partners with Legal, Risk and Compliance to ensure appropriate measures are implemented for adherence to all governing bodies
  • Promotes migration efforts including digitization of offline processes into more efficient channels that can include print reduction, self service offerings to deflect calls into our call centers, etc.
  • Creates tools and metrics that drive business decisions and prioritize opportunities
  • Manages potential channel conflict with other channels
  • Recommends service or sales channel enhancements to improve customer satisfaction and sales


  • Strong knowledge of customer delivery channels preferred
  • 2-3 years of experience in digital product or channel management
  • Experience in channel migration tools and digital migration protocols (e.g. eDelivery)
  • Demonstrated leadership experience with a strong understanding of servicing, retail sales & selling practices
  • Minimum of 3 years of experience with Institutional and/or Individual Customers and their needs
  • Demonstrated ability to create and manage P&L budgets; create financial forecasts that translate into desired business growth and outcomes
  • 4-year degree or equivalent work experience
  • Strong ability to collaborate and work across business units
  • Excellent verbal and written communication skills
  • Ability to travel up to 20%