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Manager, Participant Service Center

Prudential


Location:
Dubuque, IA
Date:
12/15/2017
2017-12-152018-01-14
Job Code:
436758
Prudential
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Job Details

Position Title: Manager, Participant Service Center
Job Code: 436758
Job Location: Iowa-Dubuque
Description:

This position is located in Dubuque, IA

 

Working in a dynamic, fast paced environment, the Manager of the Participant Service Center (PSC) will manage the day-to-day operations and lead a team of 15-18 PSC associates who support the Defined Benefits, Defined Contribution, Non–Qualified, and Structured Settlement Businesses.  The incumbent for this role will have full supervisory responsibility including hiring, performance management, employee engagement, coaching and development.  The manager will also partner with the workforce management team to assist with the allocation of resources and staffing to safeguard that sufficient coverage is maintained throughout the shift to meet organizational and team goals, confirming that participants receive appropriate levels of service while remaining within expense targets.

  

Responsibilities include: 

  

Developing Talent by demonstrating a passion for guiding and developing others; ensuring the right people are in the right roles; actively addressing performance issues; developing sound succession plans; building sustainable leadership and technical capability. 

 

 Performance Management of associates by meeting monthly 1:1 using the feedback tool. Provide input into the development of associate Annual Performance Objectives; writing and delivering interim and annual performance appraisals for direct reports.  Ensuring effective completion of all training programs for incoming employees and recommending continuing education and training for existing staffing. Approve associate activities which include hiring and compensation evaluation. The ability to manage both virtual and on-site associates.  

  

Translates strategies into tactics and actions by effectively mobilizing resources to achieve intended results; establishing metrics to define success and gauges progress; help drive and influence business decisions regarding process improvements and consistency; ensuring controls are documented, implemented and monitored. Implements strategies to maintain strong employee engagement and morale.

 

This position will work the following schedule:

 

 Mon 10 -6, Tues 10- 6, Wed 12- 8, Thurs 10-6, Friday 12-8.

 

 

 

 

 

 

 


  • College degree or equivalent experience in Financial Services, Retirement Services or related industry preferred

  • Typically requires 3-5 years of supervisory experience, preferably within a Contact Center environment

  • Capable of executing decisions quickly with excellent follow through skills

  • Ability to handle multiple work responsibilities and meet established targets

  • Ability to work with tight deadlines and demonstrate flexibility with scheduling and setting priorities

  • Excellent listening, coaching, influencing and negotiating skills to help associates meet and exceed quality and productivity objectives

  •  Track, trend and identify opportunities that drive Service Level performance to meet goals

  • Strong talent mindset with the ability to collaborate within and across different business groups with individuals at various levels to achieve desired results

  • Strong communicator that conducts engaging team meetings and building events. Proactively contributes ideas, opinions and recommendations

  • Series 6, 26, and 63 FINRA licenses required upon hire or within 120 days of hire

 

 


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
Apply on the Company Site
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