Process Management Specialist

Job Classification: Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy The Process Management Specialist will be responsible for supporting the Voluntary Benefits Delivery Capability team for all voluntary products offered. This individual will partner closely with our vendor partner internal stakeholders to assist in the onboarding, customer administration, and claims of voluntary products. The Process Management Specialist t will also work on projects, analysis, support system testing and may lead projects related to supporting the process. What you can expect Provide support to the Delivery Capability team including but not limited to onboarding, customer administration, claims and policyholder services. Assist delivery partners with communication back to the customer or broker on complex claims. Responsible for project reporting including system testing, meeting scheduling and meeting deliverables. Provide coaching/mentor support to claim managers Identify opportunities to enhance delivery capability for product management. Support the documentation of standard operating procedures are and ensure they are updated and reviewed regularly with the vendor and Prudential. Serve as bridge between vendor and the Delivery Capability team along with other internal stakeholders (e.g., Risk, Legal, Compliance) Oversee the Disability and Medical claims integration processes. Determine actions to increase utilization and claim simplification for our customers. Provide support to both Product and Distribution teams, as needed. Monitor vendor metrics, cycle times, productivity, and quality. Evaluate actions and plans to improve metrics based on review of processes and system enhancements Provide needed data (create, run, and distribute) to key business and management. Gather data for the Senior Leadership Team (SLT) as required for Supplemental Health reporting. Support the review and response of RFP questions. Provide support training voluntary benefits platform and answering basic process and functionality questions. Manage Voluntary Benefits claims escalations through shared email inbox. Review 2nd appeals and provide sound decisional rationale to claims team NPS and Medalia survey reviews and reporting. In addition, evaluate how complaints are affecting results and recommend and deliver on actions to improve the customer experience. Engage in diagnosing, resolving, track and trend any issues or escalations related to the vendor, process, or customer Responsible for reporting emerging and escalating issues, identified through different means of communication, to ensure contractual agreements are met within the specified timeframe to meet all Prudential standards. Provide support for completing internal and external vendor audits and control testing. What you’ll need: High School Graduate/Bachelors Degree Familiar with Excel, Word, and Powerpoint Experience in Supplemental Health claims preferred Excels in communication and partnership What we offer you: 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 $82,500.00 to $136,100.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Market competitive base salaries, with a yearly bonus potential at every level. Medical, dental, vision, life insurance, 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%). Company-funded pension plan. Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs. Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development. Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs. Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service. 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. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week. Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom. 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. If you need an accommodation to complete the application process, please email View email address on click.appcast.io. If you are experiencing a technical issue with your application or an assessment, please email View email address on click.appcast.io to request assistance. Prudential Financial, Inc. (NYSE: PRU), a global financial services leader and premier active global investment manager with approximately $1.4 trillion in assets under management as of Dec. 31, 2023, has operations in the United States, Asia, Europe, and Latin America. Prudential’s diverse and talented employees help make lives better and create financial opportunity for more people by expanding access to investing, insurance, and retirement security. Prudential’s iconic Rock symbol has stood for strength, stability, expertise and innovation for 150 years. For more information please visit news.prudential.com. Our Commitment to an Inclusive Workplace Prudential Financial, Inc. serves its customers in more than 40 countries and territories, and we seek talented, creative individuals from a variety of backgrounds, worldviews, and life circumstances to work with us. We are focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don’t just accept difference—we celebrate it, support it, and thrive on it. At Prudential, employees have a unique opportunity to build their career path by owning their development, their career, and their future. We encourage employees to hone their skills and explore continued opportunities within Prudential. PGIM, the global asset management business of Prudential Financial, Inc. (NYSE: PRU), is a global investment manager with US $1.3 trillion in assets under management as of Dec. 31, 2023. With offices in 18 countries, PGIM’s businesses offer a range of investment solutions for retail and institutional investors around the world across a broad range of asset classes, including public fixed income, private fixed income, fundamental equity, quantitative equity, real estate, and alternatives. For more information about PGIM, visit pgim.com. Prudential Financial, Inc. (PFI) of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom, or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom. For more information please visit news.prudential.com. PGIM Inc. (PGIM) is the principal asset management business of Prudential Financial, Inc. (PFI), a company incorporated and with its principal place of business in the United States. PFI of the United States is not affiliated in any manner with Prudential plc, incorporated in the United Kingdom or with Prudential Assurance Company, a subsidiary of M&G plc, incorporated in the United Kingdom. Our Commitment to an Inclusive Workplace Prudential Financial, Inc. serves its customers in more than 40 countries and territories, and we seek talented, creative individuals from a variety of backgrounds, worldviews, and life circumstances to work with us. We are focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don’t just accept difference—we celebrate it, support it, and thrive on it. At Prudential, employees have a unique opportunity to build their career path by owning their development, their career, and their future. We encourage employees to hone their skills and explore continued opportunities within Prudential.