Director, New Business Service Channel Leader

Job Classification:

Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy

We are searching for a dynamic and tech-forward leader to join our team as Director, New Business Service Channel Leader. This operations role is crucial in driving Retirement Strategies’ customer satisfaction and service excellence culture. The ideal candidate will excel in fostering strong relationships with key stakeholders in sales, leverage technology for transformative process improvements, and maintain strict accountability for cost center performance.

In This Role, You Will Be:

• Directly accountable for leading a team of leaders that oversee all day-to-day operations for an aligned Annuity Sales Channel.
• Responsible for their respective portion of the New Business cost center.  Leads all work and decision-making related to capacity models, forecasting and hiring required to achieve KPI’s for their team.
• Serve as the senior contact between operations and designated Sales executives to ensure seamless communication and collaboration.
• Work closely with sales leadership to understand their needs and provide operational support to achieve sales targets. Create a “one team” culture that ensures connectivity between both departments.
• Partners with the operational controls team to ensure adherence to Prudential’s process and procedures.
• Stay abreast of industry trends and emerging technologies to recommend innovative solutions that allow for improved client experiences or scalability.
• Represent Prudential in industry forums (e.g. IRI working groups, OMR, etc.) as well as broker/dealer offsites.  Takes on leadership positions where possible to ensures industry objectives align to Prudential strategy.

• Collaborate with the Journey and Go-to-Market teams to support the launch of new systems, tools, and products ensuring minimal disruption to daily operations.

• Oversees and supports a key vendor partner who handles back-office operations.
• Identifies and drives change in the organization that enhances customer experience, improves the employee experience, and improves business results.

What You'll Need:

• Operational Excellence & Leadership:  Expertise in overseeing day-to-day operations within the Individual Annuities business (or similar sectors).  Has an established record leading large teams, including leaders of leaders, while raising up talent.  Has the ability to inspire and motivate all levels of the department to meet/exceed key performance indicators (KPIs).
• Sales Relationship Management:  Exceptional relationship-building skills with key stakeholders that support the operation.  Is capable to serve as a senior contact for leadership, and can present in large forums as needed (50-100+ attendees)
• Capacity Modeling and Financial Acumen: Knows how to manage cost centers with defined financial targets and can make data-driven decisions surrounding near and long-term staffing, forecasting, and capacity planning.
• Technology and Process Improvement:  Has a tech-forward mindset and is passionate about driving towards industry modernization and innovation. 
• Industry Representation and Thought Leadership:  Ability to represent the organization in industry forums and working groups, ensuring alignment of industry objectives with company strategy.
• Change Management and Continuous Improvement:  Strong change management skills with the ability to identify and drive organizational changes that enhance customer and employee experiences.  Continuous improvement mindset with a focus on identifying opportunities for process improvements and implementing effective solutions.
• Communication and Collaboration:  Excellent communication skills, capable of engaging effectively with front-line staff, clients, leadership, and key stakeholders. Exhibits strong decision-making and problem resolution skills while working in a fast-paced environment.
• Educational and Professional Requirements:  Bachelor’s degree or equivalent experience is required; Master’s degree preferred.  Up to 10% travel may be required.

At Prudential, you can: 

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