Director, Customer Performance Management
Director, Customer Performance Management
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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.
At Prudential we offer comprehensive insurance solution and services for customers across 24 markets in Asia and Africa. We are here to partner with our customers to help them achieve their goals in life and protect what matter most to them.We are seeking a detail-oriented and proactive individual to join our Customer Performance this role you will support the team in delivering customer performance strategic initiatives and KPIs. You will engage with local business units to assess and review local-led initiatives and collaborate with the Group Customer team to drive group-led initiatives and cross-functional collaboration.
The ideal candidate will help the Customer team excel by creating engaging presentations consolidating diverse team contributions and coordinating project activities to achieve the departments goals. You will also assist with the development of project management documents such as budgets schedules scope statements and project plans. Throughout the project lifecycle you will liaise with various stakeholders. This role requires excellent communication skills a keen eye for detail and the ability to multitask effectively.
Job Responsibilities:
Strategy Development:
- Drive Strategy Development & Execution:
- Lead engagement with local business units to assess and review local-led strategic initiatives for prioritization and execution including research feasibility studies and resource capacity.
- Execute and refine group-led strategic initiatives.
- Drive stakeholder support cross-functional collaboration and issue resolution on strategic initiatives.
- Champion customer interests by bringing in the strategic/business perspective to influence cross-functional support.
Performance Management:
- Insightful Reporting:
- Oversee and manage month-end activities including tracking actual investment spending and monitoring customer performance KPIs. Identify potential risks and opportunities based on performance data.
- Provide comprehensive and insightful reporting by analyzing both financial and non-financial data. Present key findings and actionable insights to stakeholders to support informed decision-making.
- Budget and Financial Management:
- Take ownership of the budgeting process including the preparation of budgets forecasts and financial results. Clearly explain variances between actual results budgets and forecasts to ensure transparency and accuracy.
Governance and Documentation Management:
- Support and Coordination:
- Organize and manage key management meetings such as GEC sub-committee CCMO Customer Forum and Quarterly BU Customer Connect. These includes developing agendas preparing meeting materials and following up on action items.
- Documentation Management (Knowledge hub):
- Maintain and organize high-level governance documents with confidentiality and accessibility ensuring transparency by keeping accurate records of project documents and communications.
Job Requirements:
- Be proactive and highly organised with exceptional problem-solving skills and the ability to manage multiple priorities in a fast-paced environment
- Demonstrate good communication and stakeholder engagement skills fostering collaboration across diverse teams while maintaining a customer-focused approach
- Strong capabilities and experience in project management and/or execution
- Strong ability to work independently and be self-driven
- Good team player
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.
Required Experience:
Director
Employment Type
Full-Time
