Manager, Client Services

Job Classification:
Sales - Sales

At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you'll unlock a motivating and impactful career - all while growing your skills and advancing your profession at one of the world's leading financial services institutions!

We are seeking a dynamic leader with strong strategic planning and team management skills to enhance client services. The ideal candidate will have a background in service organizations and leadership, excellent problem-solving skills, and the ability to foster key customer relationships. They should be innovative, communicative, and collaborative, ready to contribute to industry-leading customer service and business growth.

Role Overview:

• Reports to the Director of Customer Excellence in Group Insurance.
• Involves strategic planning, team leadership, and fostering strong relationships with key customers to drive business growth.
• Develops and implements an innovative service model that provides industry leading customer experiences.
• Collaborates with Distribution and Service Leaders to improve service capabilities, develop staff, and onboard talent across the US.
• Use your analytical and influencing skills through inquiry root cause trending, leveraging data to collaborate with business partners to reduce inquiry reoccurrence and close process gaps.

• Leadership and Team Management:
  • Hire, develop, coach, and manage performance of a Customer Excellence team virtually located across the continental United States that support Distribution, Brokers, and Employers.
  • Establish performance metrics for the team and monitor progress regularly.
  • Communication through regular team meetings, coaching sessions, leadership meetings, and town halls to align on department and individual objectives and strategies.
  • Ensure team is skilled to support the ever-changing needs of the business landscape by coordinating and implementing training programs and support.

• Client Relationship Management:
  • Mitigate escalated customer situations, which entails compliance, regulatory, or procedural risks to the organization.
  • Develop and maintain strong, long-lasting key business partner and customer relationships.
  • Proactively collaborate with internal partners to eliminate discovered areas that need improvement to enhance our customer service delivery.
  • Cross functional collaboration is necessary while working with other departments, including Distribution, Marketing, Product, and Contact Center to ensure customer needs are addressed holistically.

• Performance Monitoring, Reporting, and other Key Skills:
  • Oversee tracking and resolution of customer inquiries and trending results to identify/implement initiative-taking solutions in partnership with Distribution and Service Leaders.
  • Use data driven insights to prepare and present account service activities and outcomes to key business partners.
  • Maintain ability and authority to grant process exceptions due to home office errors.
  • Compliance with departmental budget, with responsibility for managing expenses including salary and travel expenses.

• Knowledge of Compliance, Service, and Distribution policies and procedures and familiarity with the Group Insurance products, services, administration systems, and service model methodology is preferred.
• Bachelor's degree in business administration, marketing, or related field. MBA or advanced education a plus.
• Proven experience (5+ years) in a service organization, back-office operations, account management, and at least 3 years of leadership experience.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and people skills.
• Ability to effectively communicate organizational objectives to associates and coordinate work efforts of others.
• Strong analytical and problem-solving abilities.
• Professional presence and ability to provide executive level presentations required.
• Ability to work autonomously and independently to develop staff, process, and business relationships.
• Proven leadership and change-management skills, collaborative, and a proactive and optimistic management style.
• Ability to travel up to 10%.

• 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 Programsincluding 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), after one year of service.