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Director, Customer Service & Operations

Prudential


Location:
Plymouth, MN
Date:
08/22/2017
2017-08-222017-09-20
Job Code:
423778
Prudential
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Job Details

Position Title: Director, Customer Service & Operations
Job Code: 423778
Job Location: Minnesota-Plymouth
Description:

We are looking for an experienced Call Center Operations lead with passion for helping customers achieve their life goals. The selected candidate will be responsible for the initial build and ongoing Call Center Operations team in support of a new venture.  A demonstrated ability to establish business activities that quickly and consistently deliver exceptional experiences to customers in sales and service will be key.  Capability to drive rapid and sustainable growth for the new organization will also be a core requirement.

 

 

The focus of the team will be to provide needs-centric financial advice, and new and innovative fee and commission-based solutions to customers via a RIA and Broker/Dealer chassis.

 

 

As a Director of Call Center Operations, you will provide both basic and advanced product support and service to clients, oversee a team of Customer Service Representatives, and coordinate with external Customer Support groups as needed to provide full, quality coverage of customers’ needs.

 

  

  

The successful candidate will be a dynamic leader with ability to attract and retain talent, define team structures, define strategy and execute to it. This leader will establish and motivate a fast-paced, results-oriented team that is technology enabled, with the stability that comes from a large company and yet the possibilities and potential of a startup. You will work hard, learn quickly, and feel a great sense of satisfaction.

 

 

You will report to Prudential’s VP of Advisory Product Management, Sales, Service & Operations.  You will collaborate with colleagues to ensure the best experience for customers with every interaction.

 

 

  • Accountable for the results of the team and for direct business oversight of all Call Center Operations activities. 
  • Development of strategic plans, annual operating forecasts and capacity plans, and participate in budget planning.
  • Develops day to day policies, processes and practices for the Advisory Team.
  • Works with the Coaching Leader to develop effective coaching & training plans to improve the customer experience.
  • Lead the implementation of test and learn initiatives.  Monitors results and adjusts execution as needed.
  • May lead multiple Managers and works closely with Compliance, Legal, and other Prudential Business Leaders.
  • Partner effectively with other business units across Prudential.

  

  • Bachelor’s degree in Finance, Marketing, Operations or equivalent; MBA preferred 

  • Minimum 5 years leading high performing teams, preferable in a sales and customer facing capacity. 

  • Series 7 or Insurance license preferred.

  • Strong talent mindset with experience in hiring and developing high potential, results oriented individuals.  

  • Strong communication skills and experience in collaborating with a wide range of business partners.

  • Innovative problem solving and strategic thinking skills, along with strong analytical capabilities.

  • Strong leadership skills in building, motivating, and operating a large and diverse team.

  • Self-starter with high level of enthusiasm, urgency, and personal accountability

  • Results orientated with an ability to execute and deliver results in a timely manner

  • Strong executive presence with excellent communication skills across all levels across the organization.

 

 

 


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, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.

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.
Job Function: Customer Service and Call Center
Schedule: Full-time
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