Associate Manager, Record Keeping Services

Job Classification: Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy At Prudential, we believe talent is key to achieving our vision. When you join Prudential, you’ll unlock a motivating and impactful career while growing your skills and advancing your profession at one of the world’s leading financial services institutions. We are seeking a highly motivated people leader to join our dynamic team. The Associate Manager, Record Keeping Services is responsible for leading a team of associates supporting member direct experiences across core and voluntary benefits. This role has accountability for service delivery, operational performance, quality, and team effectiveness, while helping execute and continuously strengthen an innovative service model designed to deliver a strong employee experience. The person in this role will play an important part in strengthening operational discipline, improving service outcomes, and supporting the continued evolution of processes, controls, and team capabilities across core and voluntary benefits while collaborating with department manager. This position also requires close partnership across internal teams and vendor partners to help ensure effective execution, consistent service, and a high-quality member experience. The current work arrangement for this position depends on business needs and location and may require occasional on-site presence at a Prudential office. Principal Duties and Responsibilities Leads, coaches, and develops a team of associates, fostering accountability, engagement, collaboration, and positive morale Oversees member direct service delivery across core and voluntary benefits, with accountability for operational performance, quality, and timely resolution of inquiries Monitors service trends, operational metrics, and quality results to identify issues, surface risks, and implement proactive solutions that improve service and business outcomes Supports execution of the service model by helping align people, processes, and vendor support to deliver a consistent and effective member experience Partners across functions and with vendor partners to strengthen end-to-end service delivery, improve operational effectiveness, and address process or control gaps Identifies and drives process improvements that enhance the customer experience, strengthen the employee experience, and improve business results Helps establish and advance short- and long-term service objectives aligned to business priorities, operational needs, and quality expectations Exercises supervisory responsibility, including hiring, performance management, coaching, and development Supports a culture of strong risk management, operational discipline, continuous improvement, and accountability Uses data and performance trends to inform decisions, prioritize improvement opportunities, and support execution against business goals What you’ll need 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, nonhierarchical 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% It’d be a plus if you had Minimum of 5 years of Group Insurance experience Deep knowledge of member direct billing and the Compass system 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 $89,000.00 to $147,000.00. 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). 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.