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Prudential plc · 2 months ago

Manager, Relationship Management

Newark, NJ

Full-time

Onsite

Mid, Senior Level

$107K/yr - $166K/yr

Prudential has been empowering customers for 150 years, and they are seeking a Manager for their Relationship Management team. The role involves being the primary contact for Key Customers, ensuring operational excellence, and driving continuous improvement in service delivery.

Asset ManagementConsultingFinancial ServicesHealth CareInsurance

Responsibilities

Serve as the key relationship manager for Key Customers with accountability for overall customer experience and business results

May include direct leadership of team leads and/or specialists, fostering a high-performance culture and developing future leaders

Own achievement of Key Performance Indicators (KPIs) for turnaround time, quality, and customer satisfaction; drive actions to continuously improve results through tracking, trending, auditing, and call listening

Champion the adoption of digital tools and automation to enhance service and process efficiency

Lead resolution of client escalations, ensuring timely, transparent communication and sustainable solutions

Streamline and optimize workflows, reducing non-value-add activities, internal escalations, and handoffs

Identify and proactively address themes and opportunities, collaborating cross-functionally to develop solutions

Participate in pilot initiatives, leading portions as needed

Analyze claims data and reports to identify trends, share best practices, and recommend action plans

Ensure effective execution against service agreements and business deliverables

Qualification

Claims management experienceShort Term Disability knowledgeLong Term Disability knowledgeRelationship managementCross-functional leadershipCommunication skillsCritical thinkingAdaptabilityProblem solving

Required

Significant operational experience in claims or service, with strong contract knowledge and familiarity with standard operating procedures

Deep understanding of Short Term Disability (STD), Long Term Disability (LTD), Paid Leave (PL), Absence, Accommodations, and Waiver of Premium (WOP) products

Proven track record of exceptional communication, collaboration, and relationship management

Demonstrated ability to advocate for customer needs, apply critical thinking, and influence change across people, process, or technology

Demonstrated adaptability and openness to change in a fast-paced, evolving environment

Experience leading cross-functional initiatives and influencing without direct authority

Agile problem solver who thrives in a dynamic, cross-functional environment

Preferred

Demonstrated experience leading leaders and developing management talent is preferred

Benefits

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.