Director, Onboarding - National Account Implementation & Enrollment

Job Classification:

Operations - Insurance Operations

At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you’ll unlock a motivating and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions!

Prudential's Group Insurance Onboarding Organization is seeking a dynamic and experienced professional to join our team as the Director, Onboarding - National Account Implementation & Enrollment who will be reporting to the Vice President of Onboarding. This role is crucial in ensuring the successful implementation and delivery of group insurance products to our National Account and Association market clients as well as successful enrollment material and system set up for all size customers. The incumbent is responsible for leading a team of National Account Implementation Managers who are accountable to onboard customers with Prudential. The incumbent will also be accountable for leading a small team of enrollment specialists supporting online enrollment case builds and material generation.

The current employee work arrangement for this position is dependent on the business preferences and your location, potentially requiring your on-site presence on occasion at a Prudential office.

What you can expect:

• Lead and manage the National Accounts implementation team: provide guidance, support, and coaching to team members and peers.

• Ownership of National Account Implementation process: Drive continuous improvement by identifying opportunities for process improvements and efficiencies, develop and implement best practices, tools and training to enhance the effectiveness and efficiency of the Implementation team.  

• Drive the right project management tools/disciplines and build consistency across Implementations for our brokers and customers.

• Supports our sales team from a pre-sale and finalist perspective by developing our customer onboarding story in the marketplace.

• Provides leadership, motivation, technical and risk management expertise, and drives employee engagement and talent development ensuring people are in the right roles, while fostering a sense of teamwork. success, and positive morale.

• Attend customer meetings as needed during the Onboarding process, listens to customer call recordings to coach employees, identify best practices, and build better ways of working.

• Anticipate needs of team and clients (internal and external) through strong working relationships and collaboration.

• Development and implementation of appropriate business procedures for the unit, supports the design of the appropriate organizational structure and staffing models (including actual hiring, training, and retaining of associates), ensuring that the unit's structure and processes are properly aligned with business goals.

• Collaborate and build a strong working relationship with internal business partners including, but not limited to; all levels of Sales & Account Management, Plan set up/Contracts, Underwriting, Claims, and Client Data Management.

• Responsibility for coaching, development, and overall performance of the team.

• Active participation and engagement in strategic projects and initiatives to drive efficiencies and improve customer experience metrics.

• Effectively mobilizing resources to achieve intended result; establishing metrics to define, gauge progress and help drive and influence business decisions, process improvements and consistency.

• Monitor and report on Implementation Results/progress: track and report on status of key clients, milestones, risks and monthly aggregate results. Provide updates to key stakeholder and progress on peak season cases.

• Enrollment - Increase Group Insurance’s voluntary participation by providing educational enrollment materials, setting up enrollment sites (Selerix site) for customers and their employees and offering administrative support services for customers through their enrollment periods.

What you’ll need:

• 5+ years in leading a staff or projects with cross functional participation in a fast-paced, metric-driven, rapidly changing environment.

• Bachelor’s degree or equivalent work experience

• Strong knowledge of group insurance products including life, disability, absence and supplemental health products.

• Proven leadership skills including strategic thinking skills, problem solving and ability to partner with and influence others without having a direct line of authority.

• Must have ability to work cross-functionally with peers and leaders from various busines