Process Management Specialist

Job Classification

Project Mgmt, Transformation & Strategy - Project Mgmt, Transformation & Strategy

The Team

The Legacy Business Solutions (LBS) Business Governance and Controls Team operates at the forefront of strategic initiatives, dedicated to delivering an exceptional and seamless customer journey for those preparing for the future or utilizing Long Term Care benefits. Our robust operating model ensures strong governance, comprehensive controls, compliance with external regulatory requirements, and rigorous oversight across all facets of our business.

The Role

As a key member of this team, you will play a pivotal role in managing customer complaints, leading audits, conducting testing, developing advanced controls and monitors, ensuring regulatory compliance, and overseeing vendor control management processes. Collaboration and partnership are integral to our success; you will work closely with cross-functional teams—including Risk, Compliance, Law, Privacy, and Internal Audit—as well as a range of internal and external stakeholders, to continuously enhance the experience of those we serve.

In LBS, we foster a culture of creativity, collaboration, operational excellence, and proactive initiative. Joining our team means stepping into a dynamic and supportive environment where your ideas are valued and your contributions directly influence our processes, positively impacting our policyholders.

We are seeking a dynamic and detail-oriented Business Governance and Controls Associate to join our team. The ideal candidate will be a self-starter with strong governance skills, familiarity with operational regulatory compliance, and a passion for continuous process improvement.

What You Can Expect

• Lead the development and implementation of monitors and controls for internal and external business processes.
• Manage internal and external audit campaigns by conducting process walk-throughs, facilitating status meetings, and compiling necessary documentation.
• Oversee the resolution of customer escalations and complaints, collaborating with administrative vendors to ensure accurate and timely responses.
• Lead reviews of operational processes to assess compliance with governance and control frameworks.
• Conduct executive monitoring activities to proactively identify and mitigate risks within long-term care operations.
• Design, implement, and maintain internal controls for operational effectiveness and regulatory compliance.
• Oversee vendor management processes, including onboarding, performance evaluations, and risk assessments.
• Collaborate with cross-functional teams to drive continuous improvement and enhance business control processes.
• Prepare and deliver reports on audit findings, customer complaints, and control issues to senior leadership.
• Support and contribute to training and awareness programs related to governance, controls, and compliance.
  
  

What You’ll Need

• Bachelor’s degree in Business Administration, Management, or a related field
• 1-3 years of relevant experience within financial services or insurance, particularly in governance, controls, or compliance.
• Demonstrated ability to independently take ownership of complex initiatives and drive them to completion.
• Strong project management skills, with the capacity to balance multiple priorities and meet deadlines.
• High attention to detail and a commitment to delivering quality results.
• Flexibility and adaptability to thrive in a dynamic, fast-paced environment.
• Proven ability to work effectively both independently and as part of a collaborative team.
• Excellent communication and presentation skills, including the ability to convey complex information to senior leadership and stakeholders.
• Strong analytical and problem-solving skills, with a proactive approach to issue resolution.
  
  

What We Offer You

Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $89,000.00 to $147,000.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills.

• 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.
  
  

Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. To find out more about our Total Rewards package, visit Work Life Balance | Prudential Careers. Some of the above benefits may not apply to part-time employees scheduled to work less than 20 hours per week.

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

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.

If you need an accommodation to complete the application process, please email accommodations.hw@prudential.com.

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