Tech VCC Programme Delivery Lead
Tech VCC Programme Delivery Lead
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Job Description
Prudentials purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured for our people customers and partners. We provide a platform for our people to do their best work and make an impact to the business and we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.
The Tech VCC Programme Delivery Lead will work very closely with the Tech Delivery Head and BU Tech leadership providing support in ensuring success for Tech in VCC by driving the seamless shoring/transition and BAU operations of in-scope Prudential processes and roles to the VCC within the target time scope and cost. This role will be the single point of Contact between the business units and VCC enabling functions.The role will provide end-to-end engagement to Prudential business and process owners that could start from supporting the business in assessing feasibility of migrating to the optimal VCC location scoping and onboarding to transitioning the process to BAU leading to the build of the day-to-day cadence to ensure the Prudential Business Owner derives maximum value from the services of the VCC.
The role will also work closely with enablers (Talent Acquisition Facility Technology Finance Comms Benefits Tracking Legal/Risk/Regulatory Compliance) to ensure that all requirements of the Tech (Centre and BUs) and process owners are satisfied and met in order to allow the set-up in VCC. Throughout the shoring/transition process the role will ensure customer satisfaction by addressing concerns and responding to queries in a timely manner.
This role requires a strategic thinker with a strong demonstration of excellent programme management skills.
Key Responsibilities
Overall Delivery of the Migration of Tech Functions into VCC
- Work with the Head of VCC Tech Delivery and Tech leadership team to build and run Tech functions from the VCC to support Center and BUs.
- Work with Business Owners to ensure maximum alignment between the VCC capabilities and the clients business requirements.
- Facilitate smooth onboarding: Lead the VCC onboarding process across all Tech functions ensuring clear understanding of the services provided by the VCC to realize early value.
- Facilitate training and knowledge sharing among VCC stakeholders
Relationship Management
- Build and maintain strong relationships: Establish and maintain collaborative relationships with business owners and partners understanding their needs goals and challenges within the VCC context.
- Advocate for the business owner serving as the main point of contact ensuring their concerns and needs are heard understood and addressed in a timely manner.
- Proactively engage to provide updates gather feedback and anticipate potential issues before they arise
- Value realization and success planning: Encourage clients to fully utilize the offerings of the VCC to maximize the impact on their business
Customer Satisfaction and Advocacy
- Establish key execution performance indicators (KPIs) to gauge satisfaction delivery and level of engagement.
- Manage feedback loop and actively seek and collect customer feedback on services delivering insights back to internal teams for continuous improvement.
- Resolve escalations and issues avoiding minimal disruption
Collaboration with Internal Teams and Partners/Vendors
- Showcase cross-functional collaboration by act as a liaison between VCC business functions and various stakeholders (e.g. operations sales marketing technical support Tech partners/vendors) to ensure benefits delivery and issues are addressed
Tracking Analysis and Reporting of Delivery Metrics
- Together with the Business and Process Owners identify KPIs and metrics relevant to the processes that will be shored to the addition to be able to build a sound benefits tracking framework for the services to be delivered by the VCC.
- Prepare regular reports on shoring/transition status highlighting successes milestones and areas for improvement.
Risk Management and Mitigation
- Leads the risk assessment exercise to manage overall and agreed project plan ensuring that vulnerabilities are effectively examined to build a solid risk management strategy.
- Executes risk management strategy to reduce the likelihood of risks as well as preventing them from turning into issues.
Continuous Improvement and Process Optimization
- Work with the Tech delivery teams to identify opportunities for improving processes and streamlining service delivery within VCC
- Drive Continuous Learning and Promote Innovation: Encourage innovation within the team and across the site to continuously improve service offerings identify new value-added opportunities for customers and enhance overall efficiency.
Qualifications
- Experience: Minimum of 3years of experience in a Tech global capability center customer success account management role or project management role.
- Education: Bachelors degree in Business Management or a related field.
- Proven experience in customer success particularly in Tech account management client-facing role and/or project management exposure in a shared services or value creation environment
Skills:
- Customer-focused with a proven track record of managing and nurturing client relationships and strong understanding of customer success principles best practices and performance metrics.
- Excellent communication and interpersonal skills with the ability to build relationships at all levels of an organization.
- Adaptability by thriving in a fast-paced (shared site/service) environment.
- Problem-solving mindset with a focus on delivering solutions and value to customers.
- Strong analytical skills with the ability to connect interrelated elements to help in the overall planning to interpret data and report on customer metrics/health and make informed decisions.
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or part-time / fixed-term work or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
Employment Type
Full-Time
