Director, IT Service Management - Customer Data Exchange Management

Prudential Financial

Company Type

Director, IT Service Management -- Customer Data Exchange Management - IT 00043 Description Prudential is seeking an experienced technology leader with excellent talent management skills and a strong technical background in data exchange and file management to oversee the Group Insurance Customer Data Management Onboarding function. The Director, IT Service Management is responsible for the implementation of new data exchanges with Employers and their TPAs for all Group Insurance products and services. The Director of IT Service Management will oversee the design, implementation, maintenance and continuous improvement of the new client onboarding and ongoing data exchange management. Our customers entrust us with the safe handling and security of their data, so this position places a high value on the ability to implement, monitor, and enhance sound production management controls and reconciliation processes. This position manages a group of teams responsible for Onboarding and establishing file exchanges between Group Insurance customers and the internal administration systems. The Customer Data Management analysts work closely with key internal partners such as Implementation, Distribution and Operations. The team interacts directly with Group Insurance customers to ensure the successful Onboarding of file exchanges for new customers. The Analysts are responsible for guiding the customer, or their Third-Party Administrator, through the installation process, defining data requirements, reviewing file layouts, and providing solutions. This includes testing the customer files for formatting and data accuracy. The Director must have a proven ability to develop, mature and drive efficient and effective processes. They will manage and monitor process performance and identify and implement opportunities to improve service quality and reduce operational risk. The Director will ensure effective execution and continual improvement of the Customer Data Exchange process. Decisions are guided by the strategy and priorities of the department. They will set vision and strategy for maturing file onboarding processes and are accountable for customer and business partner satisfaction related to these processes. The Director will partner with IT and Business leaders to establish, adhere to, measure and mature strong customer data exchange practices and ensure they are delivered consistently throughout the enterprise. They will establish and oversee measurement of Key Performance Indicators for the processes and develop a Continuous Improvement Program to improve business outcomes. The Director is responsible for the operational control environment within the team, implementing or enhancing Standard Operating Procedures and ensuring appropriate controls and monitors are operating as expected. The Director provides strong leadership to the entire Customer Data Exchange onboarding staff, with an emphasis on talent management and development, providing leadership and direction through managers. Qualifications The qualified candidate should have the following skills: 10+ years of proven experience in technical leadership with a focus on developing diverse and inclusive teams. Demonstrated experience building, managing and maturing processes to drive business outcomes. Demonstrated strong technical competency in ETL processes, data management, data transformation and data modeling Strong IT Operations background – particularly in production management and implementing strong reconciliation and control processes. Solid understanding of secure data transmission methodologies. Ability to establish and monitor Key Performance Indicators, analyze result and drive continual improvement. Strong Project Management skills Excellent interpersonal skills, with the ability to build and cultivate strong partnerships with clients, internal business partners, and among team members Strong analytical and problem solving skills Proven results orientation with ability to meet deadlines in a fast-paced environment Proficient PC skills, including Excel, Word, etc Oversee measurement and reporting of Key Performance Indicators Identify and implement process enhancements to improve business outcomes. Ensures staff is properly trained and understands their roles to ensure successful customer onboarding. Bachelors degree or equivalent relevant experience Insurance industry background a plus 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 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, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at for more information about doing business with Prudential. Job Function Technology Primary Location United States-New Jersey-Roseland Other Locations United States-Pennsylvania-Dresher Schedule Full-time

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Confirmed 12 hours ago. Posted 30+ days ago.

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