Manager, Relationship Management

Job Classification:

Sales - Sales
** About Prudential
** For 150 years, Prudential has empowered customers and their families to grow and protect their wealth. We’re recognized for our integrity and our commitment to delivering on our promises.
** Manager, Relationship Management – GI Disability Team
**** The Opportunity
** As a Relationship Manager, you’ll be the primary point of contact for Key Customers—which may include support for Disability and Absence Products.  You’ll deliver a seamless experience for your clients and business partners, ensuring operational excellence and a strong customer experience. This role requires a strong partnership mindset, a passion for service, and the ability to drive continuous improvement across the claim operations landscape.
** Key Responsibilities
*** Serve as the key relationship manager for Key Customers with accountability for overall customer experience and business results.
* May include direct leadership of team leads and/or specialists, fostering a high-performance culture and developing future leaders.
* Own achievement of Key Performance Indicators (KPIs) for turnaround time, quality, and customer satisfaction; drive actions to continuously improve results through tracking, trending, auditing, and call listening.
* Champion the adoption of digital tools and automation to enhance service and process efficiency.
* Lead resolution of client escalations, ensuring timely, transparent communication and sustainable solutions.
* Streamline and optimize workflows, reducing non-value-add activities, internal escalations, and handoffs.
* Identify and proactively address themes and opportunities, collaborating cross-functionally to develop solutions.
* Participate in pilot initiatives, leading portions as needed.
* Analyze claims data and reports to identify trends, share best practices, and recommend action plans.
* Ensure effective execution against service agreements and business deliverables.
** Qualifications & Expertise
*** Significant operational experience in claims or service, with strong contract knowledge and familiarity with standard operating procedures.
* Deep understanding of Short Term Disability (STD), Long Term Disability (LTD), Paid Leave (PL), Absence, Accommodations, and Waiver of Premium (WOP) products.
* Proven track record of exceptional communication, collaboration, and relationship management.
* Demonstrated experience leading leaders and developing management talent is preferred.
* Demonstrated ability to advocate for customer needs, apply critical thinking, and influence change across people, process, or technology.
* Demonstrated adaptability and openness to change in a fast-paced, evolving environment.
* Experience leading cross-functional initiatives and influencing without direct authority.
* Agile problem solver who thrives in a dynamic, cross-functional environment.# LI-IN#
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* 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 $ to $. 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…