Director, Targeted Quality and Proficiency Outcomes

Job Classification:
Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy

Prudential Financial (NYSE: PRU), an industry leader in financial services for close to 150 years, is on a journey to become a higher growth, more nimble company - expanding access to investing, insurance, and retirement security for more people across the globe. We provide a wide array of financial products and services, ranging from individual life insurance, retirement, and annuities to asset management. With over $1.6 trillion assets under management and office presence in 20 countries across 5 continents, we help customers world-wide develop strategies for growing and protecting wealth.

The Business Outcomes team is dedicated to driving measurable business outcomes in USB Service through accountable reporting, transformation management, intelligent automation, digital adoption, and targeted quality and proficiency. If you want to be a part of an outcomes-obsessed team that drives flawless disciplined execution and is constantly seeking opportunities to drive more shareholder value, then our team will be a great place to grow your career.

The Director of Targeted Quality and Proficiency Outcomes is responsible for ensuring that Prudential provides an exceptional customer experience every time they engage for their service needs. This role goes well beyond monitoring of front and back-office staff. It is accountable for ensuring all associates are proficient and voice of the customer feedback and reporting is embedded into daily operations to drive continuous improvement. The Director will lead a team of over 40 Prudential employees and additional vendor sourced teams. The Director will be required to independently lead the vision, strategy, reporting and ultimate results of their organization while regularly updating senior leadership on outcomes and continuous improvement roadmaps. The Director will be deeply engaged with every aspect of their organization while also becoming a perpetual student of the businesses" that they support.

The Director is responsible for these outcomes:

• Transactional Quality
• VOC Management & Insights
• Errors/Escalations Reporting
• Targeted Call/Live Chat Performance
• Targeted Back Office Performance
• Frontline Proficiency

This role is hybrid with a preferred on-site location in our Newark, NJ office.

Successful candidates will demonstrate the following:

• Operational Excellence
• Continuous Improvement
• Control Outcomes
• Vendor Relationship Management
• Transformation Mindset
• Flawless Execution
• VOC Obsessed
• Outcomes Obsessed

Other requirements for this role:

• Previous quality control and performance reporting experience required
• Successful experience leading large teams and engaging with senior leaders preferred
• Previous contact center and/or back-office experience a plus
• Master's degree a plus

Note: Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $137,700.00 to $186,300.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

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, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law.

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

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.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please email accommodations.hw@prudential.com .

Please note that the above email is solely for individuals with disabilities requesting an accommodation. If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.