24 days old

Director, Annuities Contact Center

Dresher, PA
  • Job Code

For more than 140 years, Prudential Financial, Inc. has helped individual and institutional customers grow and protect their wealth. Prudential Annuities, part of the Individual Solutions Group of Prudential Financial, provides innovative retirement solutions to help clients meet their retirement income challenges. We are currently seeking a Director in the Annuities Contact Center. The position can be located in Ft. Washington, PA or Shelton, CT.

This unique position has primary accountability for the following:

  • End to end process for hiring, onboarding and training new contact center representatives. This includes preparation for FINRA licensing and oversight of the overall training and ramp up process

  • Oversight of vendor performance, both onshore and offshore

  • Continuous Improvement, using data from multiple sources to create insights that enable improved customer experience and operational efficiency

  • Oversight and ownership for all quality monitoring processes

  • Working with other key stakeholders in the business, drive self-service enablement for customers and financial advisors.

  • Accountability for approximately 35 total staff and oversight of more than 100 vendor staff across multiple sites.

Successful candidates must be nimble and able to work in a fast paced, real time environment that demands constant evaluation of customer needs and trends. Ideal candidates will have experience with process improvement, transformational change, and Agile methodology. Vendor oversight experience is preferred as well. Candidate will also have to collaborate with peers, stakeholders and senior leaders across the organization to implement initiatives and drive change.

  • Minimum 3-5 years total management/ leadership experience.

  • Contact center leadership experience or Financial Services leadership experience preferred

  • Strong written and verbal communication skills

  • Strong change management skills

  • Proven track record of using data to drive results

  • High energy and can-do attitude are a must.

  • Bachelor's degree strongly preferred

  • Licensing in series 6 and series 26 is required within the first 180 days in the role.

  • Travel may be required up to 20%, domestically and internationally

Posted: 2018-09-26 Expires: 2018-10-25
Sponsored by:
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Sponsored by:
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Dresher, PA

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