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Manager, Customer Service
Prudential Securities
Dresher, PA, United States
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Description
Prudential has an exciting opportunity for a results and service oriented individual to lead one of our Group Insurance Operations teams. The candidate will be accountable for the overall performance and administrative activities for a staff of up to 20 direct reports. The individual will have responsibility for a team of 15-20 individuals who handle financial and operations transactions related to the Group Variable Universal Life (GVUL) and Group Universal Life (GUL) insurance products. The Manager, Customer Service will recognize, recommends and implement operational improvements in a fast-paced environment; build relationships with internal and external partners to deliver exceptional service to our Group Insurance clients and customers.
Responsibilities will include:
• Responsible for the daily operational performance of the GUL/GVUL team.
• Implement daily, weekly and monthly management reporting to measure the effectiveness of the team.
• Follows on established policies and procedures and implements process improvement recommendations.
• Manage recruitment, hiring, performance reviews, training and the development of staff.
• Ensures quality and service standards are maintained along with customer-specific performance guarantees.
• Supports and promotes improved processes and best practices that enhance customer service, increase employee satisfaction and decrease operational expenses.
• Ensures effective training programs and plans are in place for incoming employees and monitors continuing education and training for existing staff.
• Contributes to the success and profitability by partnering with other managers to continually review operating procedures and processes; ensure that the best possible service is maintained and accuracy levels are achieved.
• Creates and monitors process flows for the overall direction of the division.
• Manages and monitors productivity levels and identifies opportunities to optimize operational efficiencies and cost controls; develops and implements changes that will improve overall performance.
• Stays updated on industry trends and regulations and ensures compliance with areas such as PHI, etc.
• Motivate the employees and help to create a culture that supports high employee morale.
Qualifications
Group Insurance product experience would be a plus.
A minimum of five to seven years of experience, including one to three years of management experience would be preferred.
Bachelor’s degree is strongly preferred; MBA or advanced education is a plus.
Demonstrated experience managing in an Operations environment is preferred.
Proven leadership and change-management skills, team-orientated, and a proactive and optimistic management style.
Proven ability to motivate employees and create a culture that supports high employee morale.
Experience managing multiple priorities and balancing competing priorities.
Ability to work cross-functionally with other departments to solve complex problems and improve quality and service.
Excellent written and verbal communication skills and capable of interacting with all levels of Prudential associates.
Positive, team-oriented attitude is a must.
Flexibility and strong problem-solving and issues resolution skills.
Ability to influence and implement change related to quality improvement.
Ability to effectively communicate organizational objectives to associates and coordinate work efforts of others.
Required licenses FINRA Series 6 registration, must be obtained within 120 days of hire.