Manager, Relationship Management

Prudential•Newark, NJ

45d

About The Position

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.

Requirements

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 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.

Nice To Haves

Demonstrated experience leading leaders and developing management talent is preferred.

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.

Benefits

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.

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