Senior Specialist, Information Security

Job Classification:

Technology - Information Security

Prudential’s Global Technology team is the spark that ignites the power of Prudential for our customers and employees worldwide. Our organization plays a critical and highly visible role in delivering customer-driven solutions across every area of the company. The Global Technology team is made up of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. 

The Global Technology team takes great pride in our culture where digital transformation is built into our DNA. When you join the Global Technology organization at Prudential, you’ll unlock a challenging and impactful career – all while growing your skills and advancing your profession at one of the world’s leading financial services institutions.

This position in addition to the responsibilities listed below will also provide leadership and direction

Workforce Management:

Create and maintain workforce management strategy for the security administration function, ensuring that aged security requests are addressed within established SLA.

Daily oversight and execution of workforce management strategy, including direction to offshore resources that will ensure resource capacity is appropriately utilized.

Creation and review of daily service level monitoring report and creation of action plans to address requests out of service level.

Daily review of metrics for high-risk request types (ie. Transfers) and assignment/tracking of SLA to ensure timely processing is in place.

Daily review of MyTechHelp SLA, ensuring assignment and SLA goals are met.
Ongoing focus on capacity planning, as well as staff productivity to identify areas were continued training and mentoring is required.

Oversight of Hotline and Chat functions to ensure appropriate coverage is in place.
Creation and analysis of reports to identify trends and areas of opportunity as it relates to customer support

Training and Quality Review:

Create effective reporting to highlight resource proficiency and training gaps
Establish and deliver training program for new/existing resources that will ensure workforce management objectives are achievable
Ensure execution of training plans and establish weekly management reporting to summarize training results and plan/actual results.
Analysis of QR metrics to identify root cause while ensuring both short and long term training and/or process changes are implemented to address

Oversight/Monitoring:

Oversight of enterprise metrics to ensure critical high-risk monitoring processes (ie. Externally Hosted Application Decomm, Transfer Processing, etc.) are completed within the required timeline.
Review of existing enterprise monitoring functions for process efficiencies
Monitoring of CSS Standard Operating Procedures (SOPs) to ensure timely and accurate updates are in place
Review of monthly monitoring results with focus on areas of opportunity to review and/or enhance processes
Implementation of new Sailpoint monitoring processes as needed

Projects:

Assist with implementation and support of new tools that will assist in enhancing oversight for workforce management, training, quality review and monitoring processes.

Skills:

Prior operational and workforce management experience a plus
Strong organizational awareness and skills with the ability to manage multiple and changing priorities.
Displays key leadership traits such a proactive approach to managing team/workload and demonstrating excellent initiative and engagement
Excellent written and verbal communication skills
Strong problem solving/decision-making, with the ability to identify creative solutions
Good knowledge of reporting and Microsoft Office tools

Note: 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 $108,000.00 to $160,700.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. 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. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.