Director, Business Execution & Optimization (Remote/Virtual) at Prudential Ins Co of America in Newark, New Jersey

Job Description:

For more than 140 years, Prudential Financial, Inc. has helped individual and institutional customers grow and protect their wealth. At Prudential, we measure our long-term success on our ability to deliver value for shareholders, meet customer needs, and attract and develop the best talent in the industry. We offer an inclusive work environment where financial professionals and leaders can develop to their full potential and strengthen their communities.

Are you excited by the environment of a start-up team within the walls of a 140-year company? Are you passionate about helping clients achieve their financial goals and optimizing the service and operations experience?

We are looking for an experienced and dynamic candidate to establish and own all operational processes and procedures while leading and optimizing our Service Support Team within our financial planning services for Prudential’s new Hybrid Advisory team. The focus of the team will be to support Prudential clients through the end to end financial planning experience (i.e. needs-centric virtual financial advice, insurance, and income-based solutions).

The Director, Business Execution & Optimization will establish and enable business processes and procedures in partnership with the Hybrid Advisory Director and Integrated Solutions Coach.   This individual will work closely with the VP of Hybrid Sales to develop solid business management infrastructure while shaping and evolving our operating model.  This includes the development and ownership of business rules and processes in addition to solving for key reporting needs.  This individual will lead and manage the Client Support Representatives, establishing the framework for optimal advisor and client support.  Serve as central point of contact for our team across the business for all functions related to our advisors, liaising with business partners across the organization to enable efficiencies.  Develop strategies and tactics to optimize consistent practices and cadences for leaders, advisors, and support staff. Work with leaders to manage capacity across the teams as we grow and scale.  Manage communications as well as process, product, regulatory, and technology rollouts.  Ensures that appropriate controls are in place to adhere to compliance and regulatory requirements. Able to develop a cohesive set of solutions in complex, unstructured environments.  Manages projects of the largest scope and impact and activities of multiple project teams which include staff from other organizations and processes. Possesses comprehensive and highly specialized knowledge of financial services business management functions as well as sound business industry knowledge.   Must have an innovative entrepreneurial mindset with the ability to proactively identify business needs and implement forward thinking solutions.  

As the Director, Business Execution & Optimization within our Retail Advice and Solutions (RAS) organization, you will also play a key role in shaping the business strategy and establishing business management infrastructure, while driving leadership and strategy for a team of professionals supporting Virtual Financial Advisors delivering holistic financial planning and advice to Prudential customers and prospects exclusively by phone and/or video chat. Solving the financial challenges of an expanding addressable market of consumers, the Hybrid RAS team will deliver simplified, needs-based financial plans, expert advice, and will have access to offer / sell a wide array of proprietary and non-proprietary solutions to meet client’s needs and financial goals. Product offerings may include insurance and annuity solutions through our Broker/Dealer, as well as investment solutions.

The successful candidate will be a dynamic, self-motivated and passionate leader with ability to define strategy and execute to it while managing the complexities of testing, learning and scaling a new operation into a successful, profitable capability. They should be agile in their approach and focused on driving outcomes for success by embracing new technologies.

How you will contribute to our team:

• Advisory Service Optimization + Management (50%)
  
  
  • Lead efforts in building out business management infrastructure by developing and maintaining processes, procedures, and business rules
  
  
  • Plan, coordinate, and partner within RAS and across the broader organization on the execution and implementation of business goals; influence internal leaders and stakeholders across a complex business landscape as we optimize and scale up
  
  
  • Transform the way we service our customers by consistently evolving the way we operate based on measuring and overseeing the virtual office experience
  
  
  • Understand and execute on the strategic business and financial needs of the company including knowledge of current and possible future policies, practices, trends, and information affecting the business and organization; understands the needs of customers, the broader marketplace, and how to leverage business insights to drive outcomes while balancing the constraints of a call center environment
  
  
  • Understanding and driving the core business strategy, including revenue and cost drivers, customer engagement metrics, budget management, and end-to-end operations and service delivery
  
  
  • Capacity management of service and support teams
  
  
  • Establishing customer service metrics and driving optimal customer experience
  
  
  • Partner with leaders to identify and build training opportunities as needed
    
    
  
  
  
  


• Service Leadership + Strategy (20%)
  
  
  • Lead pilot and in-market testing to improve the service experience (operational efficiencies, Customer Experience, sales support, etc.)
  
  
  • Serve as a change ambassador and lead by example in leveraging an agile and continuous improvement mindset
    
    
  
  
  
  


• Management of Service Support Team members within the RAS organization (30%)
  
  
  • Active collaboration and communication with other leaders on Hybrid Advisory team around resourcing and employee performance/development 
  
  
  • Support recruiting, hiring, and onboarding new team members
  
  
  • Optimize how the team serves clients and supports advisors
  
  
  
  

Qualifications:

• Bachelor’s degree in Finance, Marketing, Operations, or equivalent work experience


• 5+ years of experience in the financial services industry with investment and insurance products


• Dynamic, enthusiastic customer experience and operations leader who can inspire results


• Demonstrated ability to lead strategy within an operations, customer service, or financial services function


• Ability to work well with a cross-functional, geographically dispersed team


• Strong communicator (verbal, written)/collaborator and driver of business outcomes


• Embraces change and is flexible to adapt to evolving needs with the ability to lead teams through change


• Customer-obsessed mindset with a strong ability to build relationships and trust in a virtual environment


• Understanding of the financial planning process + product expertise (insurance, annuities, investments)


• FINRA + State licenses (Series 7, 24, 65 or 66); Life/Health, P&C

Prudential is required by Colorado law to include the salary range for this role when hiring a Colorado resident.

Salary range specific to Colorado: $110,200-149,200 + discretionary incentive bonus + 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 call (800) 433-8960, prompt 4 or email accommodation.h&w@prudential.com.

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