Client Process Improvement Manager at Prudential

Posted in Management 10 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Scranton, Pennsylvania

Job Description:

Are you seeking new ways to make a difference using your passion, energy and process-oriented abilities? At Prudential Retirement, our Client Relations & Business Development (CR&BD) group is constantly seeking opportunities to improve how we interact with, provide support to and deliver exceptional service to our clients. In line with these goals, a new role was created to focus entirely on researching our current processes, developing innovative solutions in how we can be better and more efficient at what we do and work with our business partners to find ways to get it done.


This role will be responsible for three primary areas within the CR&BD group. First, they will be the voice and point of contact of CR&BD on operational and product process improvement opportunities. Second, they will assess and prioritize improvements to existing manual client and global processes. And finally, the right candidate will make recommendations and implement new processes for both existing clients and new clients.  This role will influence and implement significant process changes that impacts over 300 associates and works with key business partners to create more efficiency within client facing roles. 

The expertise we are looking for you to bring:

We are looking for individuals who are self-starters, ready to make change happen and can do so through building relationships and effectively influencing partners. We’re also looking for:

  • A mindset of doing work new/better/different and improving our current processes

  • Monitor business processes and identify trends to anticipate future modifications

  • The ability to manage multiple priorities or projects

  • Strong communication and negotiation skills with internal business partners

  • An understanding of competitive and best practices and can view Prudential practices through that lens.

  • Demonstrated ability to develop, lead, manage and execute on projects and initiatives across operations, business groups and technology to solve complex business issues through process, systems and infrastructure improvements.

  • Knowledge of plan sponsor and intermediary needs, and knowledge of at least two key disciplines (defined contribution, defined benefit, non-qualified benefits, retail, investment products) strongly preferred

  • Ability to lead others both, directly and indirectly, as it may relate projects and initiatives this role will own

  • Technical knowledge of business systems; (i.e. Omni, Pega and CRM as a few examples) and would be considered a subject matter expert in product, information planning and or operational support.

  • May have supervisory duties of instructing, assigning, directing and checking the work of the other business analysts.

  • Bachelor’s degree and minimum of 5-7 years of experience in financial services, with a preference for Retirement industry experience

  • Experience working closely with operations and systems partners in the definition of systems requirements, implementation of applications projects and systems testing. Provided business guidance through all phases of the development and implementation process and ongoing product administration.

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