Process Management Associate (Hybrid)

Job Classification:

Operations - Insurance Operations

Prudential is a company of smart, ambitious, customer obsessed professionals working together across a multitude of disciplines. Together, we are building a better financial future for our customers and our communities around the globe. At Prudential, we understand that a company is only as good as its people. This simple fact is central to all that we do.

The team

You will be part of the Workforce Management Team which is part of our USB Strategy organization, aligned to the U.S. Business priorities and dedicated to driving and implementing cross-business solutions.

The role

The Workforce Management Execution Lead enjoys the challenge of working in a customer obsessed, ever-changing, and fast-moving environment while serving as the business liaison between our Call Center Leaders and Workforce Management Team (WFM). Works to maximize customer and service outcomes through weekly planning and prioritization of work. Acts as a positive change agent, approaching each task with a ‘can do’ attitude and a goal of motivating and inspiring those around them. Has the ability to achieve objectives with little direction and is comfortable with a great deal of ambiguity; can be excited about developing the path forward on their own. Sees conflict as constructive and knows how to surface and manage conflict the right way.

As a strategic business partner, the Execution Lead’s responsibilities include:

• Coordinates the development and execution of weekly operational plan through a Customer Obsessed mindset that is aligned to Contact Center goals and achievement of service objectives and performance guarantees
• Serving as the primary point of contact for Contact Center leadership, prioritizing work requests for the Analyst team while adhering to committed timelines.
• Supporting Performance Guarantees and target performance results which include service levels and abandon rates
• Coordinating analysis and recommendations to inform the decision-making process
• Monitoring of real time management team in line with execution plan and providing guidance as necessary.
• Identify gaps and create short- and long-term action plans that result in performance elevation and an enhanced customer experience
• Expected to be the primary knowledge source of short-term and long-term performance drivers
• Ability to influence others/drive decisions and influence change
• Track results to ensure that performance benchmarks are in place and measurements accurately reflect the workload and service expectations
• Makes decisions with the best interested of our internal and external customers in mind
• Assist with system upgrades, installations and audits as well as other projects as required
• Manage or participate in special projects as needed
• Identify opportunities for process improvement
• The hours for this role are Monday – Friday
  
  

Qualifications

• Bachelor’s degree or equivalent years of industry experience preferred
• 1 year of experience in a Call Center support role or prior workforce planning experience is preferred
• Process oriented. Able to work through complex scenarios, deliver streamlined solutions and quickly adapt to change
• Proven ability to drive initiatives and effectively meet/exceed goals
• Comfortable with continuous change and improvement
• Exceptional written and verbal communication/presentation skills; ability to communicate results and influence others. Comfortable working with all levels including senior leadership
• Skilled at resolving conflict and negotiating effectively and tactfully
• Ability to think strategically and evaluate process effectiveness
• Proven critical thinking, decision making and analytical skills
• Impeccable organization, time management, and problem-solving skills
• Detail oriented and proficient in Microsoft Office applications
• Ability to work independently and in a team environment while balancing multiple projects with varying priorities.
• Desire to learn and grow within the Workforce Mgmt. space.
  
  

Note: 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 $61,000.00 to $90,900.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. 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. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

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 www.prudential.com 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 staffingagencies@prudential.com for more information about doing business with Prudential.

PEOPLE WITH DISABILITIES:

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

Please note that the above email is solely for individuals with disabilities requesting an accommodation. If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.