Job Classification:

The Head of Group Insurance Operations will lead a team that has responsibility for the end-to-end operations and claims management processes within the Group Insurance division. This role involves leading strategic initiatives, optimizing operational processes, and ensuring compliance with industry regulations and ensuring a high degree of focus on the control environment within the business, end to end. The ideal candidate will possess extensive experience in the insurance industry, have a proven track record of leading and motivating a high performing team, and extensive experience operating at a senior leadership level.

This role will involve close collaboration with the Group Business President and other key stakeholders, such as P&L and Distribution leaders, to drive operational excellence and a superior customer experience. The leader will also partner with the head of service for all US Businesses, who is a member of the US Businesses leadership team.

The ideal candidate will have extensive experience in leading large Operations organizations, preferably with claims management and client onboarding embedded and a strong background in insurance, preferably Group Insurance.

Key Responsibilities:

Team Leadership: Lead a high performing leadership team, fostering a culture of collaboration, accountability, continuous improvement, and profitable growth. Operate and lead at a senior level, with a high degree of focus on building trust and leading authentically in a culture where others feel empowered to freely contribute ideas.

Strategic Leadership & Organizational Excellence: Implement the strategic vision for Group Insurance operations. Collaborate with senior leaders to drive business growth and profitability. Lead and oversee all aspects of Group Insurance Operations while ensuring alignment with Group Insurance strategic objectives.  Ensure the organization always seeks a competitive edge through continuous innovation, agility and smart risk taking.

Operational Excellence: In partnership with the Head of Client Onboarding and Administration, ensure all aspects of billing, client implementation, onboarding, medical underwriting, and API connections meet the needs of the customer and drive strong ease of doing business and overall satisfaction scores.

Claims Management: In partnership with the Head of Claims, drive and implement a broad and complex multi-year claims management transformation, while maintaining a high-quality claims experience.

Process Improvement: Monitor process and control effectiveness and routinely identify and implement improvement initiatives to streamline operations, reduce costs, and enhance service delivery.

Customer Experience: Ensure the delivery of exceptional customer experience by developing and maintaining efficient and customer-centric operational processes. Ensure the operations organization understands our evolving customer needs and aims to meet their unique and changing challenges.

Compliance and Risk Management: Ensure all aspects of the business operations comply with industry regulations and standards, company policies, and risk management protocols.

Performance Monitoring: Establish and monitor key performance indicators (KPIs) to assess the effectiveness and efficiency of operations and claims management, making data-driven decisions to drive improvements. Partner with Heads of Claims, Client Onboarding & Administration, and Risk Management to prepare and present regular updates to senior leadership.

Technology Integration: Leverage technology and digital solutions to enhance operational efficiency, improve data analytics capabilities, and support decision-making. Partner closely with the head of Group Insurance Technology to execute a multi-year tech transformation.

Stakeholder Collaboration: Work closely with internal and external stakeholders to support business objectives and address operational challenges.

Budget Management: Oversee budget planning and management for the Operations, Claims, and Risk departments, ensuring optimal resource allocation and financial performance.

Qualifications:

Minimum 15 years’ experience in the insurance industry

At least 5 years’ experience in senior leadership roles, preferably reporting to Business Presidents or equivalent C-Suite level leaders.

Series 6 and 26 licensing required. Must possess or successfully obtain within 6 months of start date.

Strong knowledge of Group Insurance products and industry, and underlying people, process and technology foundations that drive success.

Excellent communication and negotiation skills – strong ability to encourage healthy, respectful debate to drive good decisions.

Demonstrated ability to welcome a diverse mix of talent and perspectives.

Ability to prioritize and execute critical activities with urgency.

Analytical mindset with ability to leverage data for decision making.

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.

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