Manager, Absence Onboarding Specialist
WFA Digital Insight
As the remote job market continues to evolve, demand for specialists in absence onboarding has grown significantly. With a 25% increase in remote work arrangements, companies like Prudential Financial are seeking skilled leaders to manage onboarding processes and teams. This role stands out for its focus on people leadership, process improvement, and customer-centric approach. Candidates with strong Excel skills, operations experience, and a background in group insurance will be well-suited for this position. Before applying, consider highlighting your ability to lead remote teams, drive process improvements, and prioritize customer needs.
Job Description
About the Role
The Manager, Absence Onboarding Specialist role at Prudential Financial is a key leadership position responsible for overseeing the onboarding process for absence and disability cases. As a people leader, you will be responsible for coaching, developing, and managing a team of Absence Onboarding Specialists. This role requires strong operational expertise, excellent communication skills, and the ability to drive process improvements. The ideal candidate will have experience in group insurance, onboarding, or operations, with a strong understanding of customer-centric principles.The role is part of the Group Insurance Onboarding organization and reports to the Director of Absence Onboarding. As a leader in this team, you will play a critical role in ensuring the delivery of high-quality onboarding services to customers. Your expertise in managing onboarding processes, leading teams, and driving process improvements will be essential in this position.
What You Will Do
- Lead, coach, and develop a team of Absence Onboarding Specialists, providing ongoing feedback, performance management, recognition, and career development.
- Partner with the Director of Absence Onboarding on leadership priorities, operating rhythms, and team priorities.
- Drive consistent execution of absence onboarding delivery for assigned cases, ensuring milestones, quality standards, and customer commitments are met.
- Provide project management support for key initiatives, including planning, milestones, dependencies, risk tracking, and stakeholder updates.
- Establish clear expectations and ways of working for your portion of the team, including capacity planning, case intake/triage, escalation paths, and coverage.
- Monitor and communicate progress for key cases and peak readiness work, proactively surfacing risks, dependencies, and mitigation plans.
- Drive continuous improvement across team processes and tools, identifying opportunities, standardizing best practices, and implementing training and documentation to improve quality and efficiency.
- Build strong cross-functional relationships to remove friction and improve outcomes, partnering with Sales & Account Management, Underwriting, Claims, Client Data Management, Plan Setup/Contracts, and other onboarding partners.
- Support hiring and talent processes, including interviewing, onboarding, training, development planning, and retention, in partnership with the Director and broader leadership.
- Reinforce a customer-focused and risk-aware mindset in onboarding decisions and communications.
What We Are Looking For
- 3+ years of people leadership experience and/or demonstrated leadership behaviors and characteristics in a fast-paced, metric-driven environment.
- Group Insurance experience required, with a strong understanding of absence and disability products.
- Bachelor's degree or equivalent work experience, with a focus on operations, onboarding, or a related field.
- Experience in onboarding/implementation, operations, and/or project management, preferably in a customer-facing environment.
- Demonstrated strength in coaching, prioritization, and decision-making under pressure.
- Proven ability to partner with and influence stakeholders without direct authority.
- Strong written and verbal communication skills, with comfort communicating with all levels of Prudential associates.
- Strong organizational skills, with the ability to manage multiple priorities, deadlines, and competing demands.
Nice to Have
- Knowledge of Group Insurance products, including absence and disability.
- Experience with claims or absence administration processes.
- Experience leading process improvement work, including standard work, documentation, training, and measurement.
Benefits and Perks
- 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, to support your long-term financial goals.
- Flexible and remote work arrangements, to support your work-life balance.
- Opportunities for professional development and growth, including training, mentorship, and education assistance.
How to Stand Out
- Develop a strong understanding of Excel and its applications in onboarding processes, to demonstrate your technical skills.
- Highlight your experience in leading remote teams and driving process improvements, to showcase your leadership abilities.
- Prepare to discuss your approach to customer-centric onboarding, and how you prioritize customer needs.
- Research Prudential Financial's products and services, to demonstrate your knowledge and interest in the company.
- Be prepared to provide specific examples of your experience in group insurance, onboarding, or operations, to support your application.
- Consider creating a portfolio or samples of your work, to showcase your skills and experience in a tangible way.
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