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Director, Operational Business Services

Prudential


Location:
El Paso, TX
Date:
12/14/2017
2017-12-142018-01-12
Job Code:
444038
Prudential
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Job Details

Position Title: Director, Operational Business Services
Job Code: 444038
Job Location: Texas-El Paso
Description:

Director, Operational Business Services is responsible for the overall success of building and managing an operations support team supporting multiple functions. Ensures service provided is in compliance with applicable rules, regulations and policies.

 

Job Responsibilities: 

·         Accountable for the day-to-day BAU oversight of the organization to ensure that work is processed timely and accurately with a focus on the customer experience.

·         Fosters a diverse environment and drives engagement and development within direct and indirect employees. 

·     Accountable for the execution of initiatives to address complex business issues.

·     Focuses on strengthening process excellence and improving the customer experience.

·     Oversees the development of roadmaps required to execute project initiatives including identifying project scope, resource needs, business partner involvement, key action steps, and timeframes.

·         Leverages process improvement skills to ensure that multiple client specific processes are monitored and performed within demanding internal and external guidelines and deadlines.

·         Engages with stakeholders, workstream leads, subject matter experts and project management team members, ensuring alignment and a clear understanding of project scope and goals.

·         Identifies and analyzes business opportunities and operational impact through a review of processes and data.

·         Leverages facts, data, and logic to generate solutions and recommendations to address business issues and gains organizational alignment on final decisions from key stakeholder(s).

·         Represents Operations at key business partner meetings and presents information in various leadership forums.

 


The Director is responsible for the strategic planning and execution of all service functions.  Duties include management and development of processes for the continuous improvement of the customer experience. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.  The Director will be continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

 

The Customer Service Director’s success is measured by the center’s ability to provide high quality services while meeting Service Level Agreements (SLA’s), improving performance, and adaptation of new proven technologies to increase efficiency. The incumbent for this role will be accountable for organizational optimization and change management to build consistent practices and prepare our workforce for future capabilities. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. 

 

The general responsibilities of this leader would include the following:

  • Leading a team of contact center managers
  • Executing the strategic direction
  • Acting as a leader and role model through ongoing change and improvements to our process and customer experience.
  • Developing strategic partnerships with Prudential’s Corporate Centers of Excellence and Prudential leaders and peers
  • Executing on the future outsourcing strategy
  • Identifying and assessing state of the art service technology solutions 
  • Day to day leadership of the SLA targets, inclusive of capacity planning, anticipating work load volatility and shifting resources as required by volume.
  • Coaching and developing a strong succession pool of talent that will be equipped with the right skills to lead in the future
  • Representing Prudential at sales finals to present a compelling value proposition focused on the needs of the individual customer to attract new business.  
  • Partnering across the business to achieve desired outcomes for best in class experiences

 

Qualifications

·         Demonstrated leadership of large diverse teams

·         Minimum of five years of Service experience or other direct to consumer service delivery experience.

·         Experience leading change management efforts related to transformation of a traditional service model to a digital experience. Includes, tools, processes, culture etc.

·         Proven ability to execute and manage multiple complex activities at the same time

·         Bachelor’s degree preferred

·         Experience in multi-channel service delivery environments

·         Strong written and verbal presentation skills

·         Ability to influence others through demonstrated credibility and expertise

·         Ability & willingness to travel approximately 25% dependent on primary location of candidate


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: Call Center Operations
Schedule: Full-time
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