Associate Manager, Record Keeping Services

Associate Manager, Record Keeping Services is responsible for leading a team of associates supporting member direct experiences across core and voluntary benefits. The role has accountability for service delivery, operational performance, quality, and team effectiveness, and helps execute and continuously strengthen an innovative service model designed to deliver a strong employee experience. Current work arrangement may require occasional on‑site presence at a Prudential office depending on business needs and location. Responsibilities Lead, coach, and develop a team of associates, fostering accountability, engagement, collaboration, and positive morale. Oversee member direct service delivery across core and voluntary benefits, with accountability for operational performance, quality, and timely resolution of inquiries. Monitor service trends, operational metrics, and quality results to identify issues, surface risks, and implement proactive solutions that improve service and business outcomes. Support execution of the service model by aligning people, processes, and vendor support to deliver a consistent and effective member experience. Partner across functions and with vendor partners to strengthen end‑to‑end service delivery, improve operational effectiveness, and address process or control gaps. Identify and drive process improvements that enhance the customer experience, strengthen the employee experience, and improve business results. Help establish and advance short‑ and long‑term service objectives aligned to business priorities, operational needs, and quality expectations. Exercise supervisory responsibility, including hiring, performance management, coaching, and development. Support a culture of strong risk management, operational discipline, continuous improvement, and accountability. Use data and performance trends to inform decisions, prioritize improvement opportunities, and support execution against business goals. Qualifications 3–5 years of leadership experience in a service operations environment. Strong written and verbal communication skills, with the ability to interact effectively with Prudential associates at all levels. Ability to manage multiple priorities in a fast‑paced environment. Demonstrated ability to identify and implement process improvements that improve efficiency and reduce expense. Experience using data and performance trends to inform business decisions. Strong organizational skills, sound judgment, and strategic thinking ability. Proven results orientation, strong relationship‑building skills, and the ability to work cross‑functionally, including with vendor partners, to achieve business outcomes. Strong problem‑solving, analytical, decision‑making, and negotiation skills. Ability to work effectively in a matrixed, non‑hierarchical environment and adapt as business needs evolve. Strong work ethic, self‑motivation, and the ability to prioritize and meet deadlines. Ability to travel approximately 10% of the time. Preferred: Minimum of 5 years of Group Insurance experience; deep knowledge of member direct billing and the Compass system. Compensation & Benefits 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 $89,000.00 to $147,000.00. Specific pricing may vary within the above range based on geographic location, candidate experience, and skills. Market competitive base salaries with yearly bonus potential at every level. Medical, dental, vision, life insurance, and disability insurance. Paid Time Off (PTO) and leave of absences such as parental and military leave. 401(k) plan with company match (up to 4%) and a company‑funded pension plan. Wellness programs including up to $1,600 per year for reimbursement of items supporting personal wellbeing. Work/Life resources to support topics such as parenting, housing, senior care, finances, legal matters, education, emotional and mental health, and career development. Education benefit to finance traditional college enrollment toward an approved degree or accredited certificate programs. Employee Stock Purchase Plan: shares can be purchased at 85% of the lower of two prices. Eligibility to participate in a discretionary annual incentive program subject to performance and other factors. 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, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. If you need an accommodation to complete the application process, please email . #J-18808-Ljbffr