For over 150 years, Prudential’s diverse and talented employees have been committed to helping customers and their families grow and protect their wealth through a variety of products and services, including Group Insurance. We are known for delivering on our promises and are recognized as a trusted brand and one of the world’s most admired companies.

Director, Disability Claims

The Opportunity
The Director, Disability Claims leads end-to-end management of disability claims, setting the standard for operational excellence, customer experience, and team development. This leader champions transformation drives adoption of automation and technology and is accountable for achieving ambitious Key Performance Indicators (KPIs) and measurable business results.

Key Responsibilities

• Provide strategic direction and oversight for all aspects of disability claim management and administration.
• Own delivery of KPIs related to claim quality, turnaround time, customer satisfaction, compliance, and financial outcomes.
• Lead, coach, and develop a diverse team, fostering a culture of accountability, inclusion, and continuous improvement.
• Identify, lead, and embed process improvements—including automation and new technologies—to drive efficiency and superior performance.
• Champion change management, guiding the organization through transformation and nurturing openness to new ways of working.
• Build strong partnerships with internal and external stakeholders to execute business priorities and strategic initiatives.

Qualifications & Expertise

• 10+ years of experience in disability claims management.
• 5-7 years in a leadership role managing teams of managers and individual contributors.
• Proven record of delivering strong KPI results and business outcomes.
• Experience leading organizations through significant change, including digital or process transformation.
• Demonstrated success implementing automation or technology-driven solutions.
• Strong data-driven decision-making skills and ability to manage with metrics.
• Excellent communicator, able to influence and inspire at all levels.

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