Job Classification:

Prudential’s Global Technology team is the spark that ignites the power of Prudential for our customers and employees worldwide. Our organization plays a critical and highly visible role in delivering customer-driven solutions across every area of the company. The Global Technology team is made up of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. 

The Global Technology team takes great pride in our culture where digital transformation is built into our DNA. When you join the Global Technology organization at Prudential, you’ll unlock a challenging and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.

Provide support within Central Security Services for the purpose of key control functions which include but are not limited to: Workforce management, Training/QR and Monitoring.

Workforce Management:

Create and maintain workforce management strategy for the security administration function, ensuring that aged security requests are addressed within established SLA.

Daily oversight and execution of workforce management strategy, including direction to offshore resources that will ensure resource capacity is appropriately utilized.

Creation and review of daily service level monitoring report and creation of action plans to address requests out of service level.

Daily review of metrics for high-risk request types (ie. Transfers) and assignment/tracking of SLA to ensure timely processing is in place.

Daily review of MyTechHelp SLA, ensuring assignment and SLA goals are met.

Ongoing focus on capacity planning, as well as staff productivity to identify areas were continued training and mentoring is required.

Oversight of Hotline and Chat functions to ensure appropriate coverage is in place.

Creation and analysis of reports to identify trends and areas of opportunity as it relates to customer support
 

Training and Quality Review:

Create effective reporting to highlight resource proficiency and training gaps

Establish and deliver training program for new/existing resources that will ensure workforce management objectives are achievable

Ensure execution of training plans and establish weekly management reporting to summarize training results and plan/actual results.

Analysis of QR metrics to identify root cause while ensuring both short and long term training and/or process changes are implemented to address
 

Oversight / Monitoring:

Oversight of enterprise metrics to ensure critical high-risk monitoring processes (ie. Externally Hosted Application Decomm, Transfer Processing, etc.) are completed within the required timeline.

Review of existing enterprise monitoring functions for process efficiencies

Monitoring of CSS Standard Operating Procedures (SOPs) to ensure timely and accurate updates are in place

Review of monthly monitoring results with focus on areas of opportunity to review and/or enhance processes

Implementation of new Sailpoint monitoring processes as needed
 

Projects:

Assist with implementation and support of new tools that will assist in enhancing oversight for workforce management, training, quality review and monitoring processes.
 

Skills:

Prior operational and workforce management experience a plus
 

Strong organizational awareness and skills with the ability to manage multiple and changing priorities.

Displays key leadership traits such a proactive approach to managing team/workload and demonstrating excellent initiative and engagement

Excellent written and verbal communication skills

Strong problem solving/decision-making, with the ability to identify creative solutions

Good knowledge of reporting and Microsoft Office tools

Note: 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 $83,300.00 to $124,000.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. 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. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

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. 

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please email accommodations.hw@prudential.com.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.