Manager, Operational Excellence (Virtual)

Job Classification:

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!

Do you have a passion for building talent and driving customer focused optimization? With this role you will lead teams within the US Business Services business that support quality control and process optimization operations. You will be a driver of exceeding performance goals, delivering a positive experience to our customers, and propelling continued innovation. This role goes well beyond monitoring of front and back-office staff. It is accountable for ensuring all associates are proficient and voice of the customer feedback and reporting is embedded into daily operations to drive continuous improvement.

What you can expect:

• Responsible for the strategic planning and execution of the ILI and Retirement Strategies Quality Review programs and strategies
• Establish an environment that nurtures transformative solutions and pushes the boundaries of the customer and employee experience to achieve excellence across both internal and external processes
• Always has a continuous improvement mindset to challenge status quo, mitigate risk, and improve processes to drive shareholder value
• Regular and consistent engagement with leadership across several processes and business lines
• Drive talent advancement across the organization in a way that enhances individual skill sets, builds succession planning, and promotes employee engagement
• Control expenses and build connectivity to results through the maintenance of capacity models and progress reports
• Plan, direct, and supervise workflow by engaging with senior leadership, business partners, and our vendors
• Maintain strong personal expertise in the technology systems and quality methodologies which support the process

What you’ll need:

• Minimum 3-5 years of management leadership experience is required
• Proven ability to innovate, lead and motivate change and leverage improvement in execution methodologies and/or technology enhancements, while also maintaining the ability to sustain improved performance levels.
• Adept at articulating a vision, providing associates with a sense of purpose, and driving a strong organizational climate.
• Strong communication skills including the ability to interface, influence and collaborate with senior leaders across the enterprise.
• Ability to react quickly to changing business needs and adapt to multifaceted business environments
• Effective leadership and analytical skills solid understanding knowledge of staffing models and capacity planning
• Proven ability to formulate and implement business strategies to meet short and long-term goals
• Strong Talent Management focus with an emphasis on developing internal talent and managing results-oriented transformation

It’d be a plus if you had:

• Bachelor degree and/or significant related experience preferred
• Previous quality control and performance reporting experience required

Prudential welcomes all applicants, even if you don't meet every requirement. If your skills align with the role, we encourage you to apply.

#LI-MG1

What we offer you:

• 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 Programs including 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. 

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. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.