VP, Quality Assurance & Process Excellence in Hartford, CT | DiversityInc Careers
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VP, Quality Assurance & Process Excellence

About the position

Prudential Retirement provides investments and recordkeeping of defined contribution, defined benefit and executive deferred compensation plans to more than 3,500 corporate, governmental, non-profit and Taft-Hartley plan sponsors and more than 4.2 million participants. Reporting directly to the Head of Full Service Solutions, this role has oversight for the FSS Quality Strategy which collectively impacts our end to end business system. The incumbent will provide strategic leadership, in the areas of quality assurance and continuous improvement, all of which are foundational to achieving our mission of making long-term financial security a reality for millions of individuals, while creating an exceptional customer experience. The successful candidate will have a proven track record of improving organizational quality and efficiency through the development and maintenance of an enterprise quality strategy and execution plan geared toward ensuring end-to-end processes are well controlled. With a focus on making successful connections across Retirement Full Service Solutions (e.g. operations, technology) and with its partners in corporate and other functional areas, this includes:
  • Leading quality initiatives and implementing service and operational improvements in partnership with key internal stakeholders
  • Identifying trends and recommending solutions to close quality gaps and improve outcomes
  • Ongoing internal process auditing to determine root cause; driving remediation for escalated issues through research and analysis to ensure high quality service delivery
  • Defining, tracking, and publishing quality assurance metrics and providing reporting and analytical support to ensure effective measurement of key business drivers
  • Develop resulting compliance, performance, and training opportunities which lead to improved service quality and increased efficiency; ensuring required financial, operational, and regulatory procedures are in place and are operating effectively
  • Ensuring initiatives aimed at improving quality (including technology enhancements), are delivered efficiently, timely, within the stated budget and with the intended strategic alignment and impact
Qualifications The ideal candidate has the following qualifications:
  • Bachelor’s degree required, MBA a plus
  • 10+ years quality analysis/assurance and process improvement experience
  • 5+ years in leading broad enterprise initiatives, including large business process management
  • Experience assessing, designing and monitoring internal controls in support of effective business processes a plus
  • Financial services industry knowledge a plus
  • Strong communication skills; must be able to effectively communicate with all levels of the organization
  • Customer centric orientation in development of solutions
  • Enterprise mindset, outcome oriented and decisive
  • Strong people leadership
  • Ability to travel 20-25%

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, 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 staffingagencies@prudential.com for more information about doing business with Prudential.