Head, Policy Services

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.

Job Description:

1. Operations Leadership

Lead core Life Policy Servicing functions including Major/Minor Alterations Reinstatement Maturity Valuation Customer Data Management and Product Launch Management (New Business to Policy Services)
Deliver service level turnaround time (TAT) straight-through processing (STP) and quality targets
Oversee daily operations including work prioritisation and resource allocation
Drive continuous improvement through automation digitalisation and process simplification

2. Strategy Capacity & Cost Management

Develop and execute Policy Servicing strategy aligned with business priorities
Define organisational structure workforce planning and capability development
Manage budget effectively and drive cost efficiency across operations

3. Governance Risk & Compliance

Ensure adherence to internal policies audit standards and regulatory requirements
Oversee CRS/FATCA operational compliance including controls reporting readiness and remediation
Strengthen risk management through Business Continuity Planning (BCP) and Business Impact Analysis (BIA)
Maintain robust process documentation including SOPs controls audit trails and authorities

4. Product Launch & Change Management

Provide end-to-end oversight of product launches from New Business Administration (NBA) to Policy Servicing (POS)
Provide leadership in operational readiness process design and implementation
Ensure systems processes and teams are fully prepared to support new products
Drive cross-functional coordination with Distribution Technology Compliance and Operations teams

5. Performance Management & Insights

Monitor operational metrics to identify trends risks and improvement opportunities
Analyse customer feedback (e.g. complaints NPS) to drive service enhancements
Provide data-driven insights to support decision-making

6. Stakeholder & Project Management

Partner with key stakeholders on transformation automation and recovery initiatives
Represent Policy Servicing in enterprise and regulatory projects
Lead change management and ensure effective communication across teams

7. People Leadership

Build and lead a high-performing future-ready team
Develop leadership bench strength and deepen technical expertise
Foster a culture of accountability collaboration and continuous improvement

Who we are looking for:

Ideal Traits & Characteristics

Strong ownership & accountability drives outcomes end-to-end with a bias for action
Strategic and hands-on connects long-term vision with execution excellence
Transformation-driven champions automation digitalisation and innovation
Creative problem solver challenges the status quo and delivers practical innovative solutions
Solution-oriented mindset simplifies complexity and drives scalable outcomes
Risk-aware & disciplined balances innovation with strong governance and compliance
Customer-centric mindset delivers meaningful improvements to customer outcomes
Collaborative influencer drives alignment across functions and geographies
Resilient & decisive operates effectively in complex high-volume environments

Core Skillsets

Operational & Technical

Strong expertise in Life and Health Policy Servicing
Deep understanding of end-to-end product lifecycle (NBA to POS)
Knowledge of CRS/FATCA operational requirements and regulatory expectations
Experience in process improvement (Lean automation RPA digital workflows e-signature solutions)
Strong data analysis and performance management capabilities
Strong vendor management & negotiation skills

Leadership & Management

Proven experience leading large cross-border teams (Singapore and offshore)
Workforce planning and resource optimisation
Strong stakeholder engagement and vendor management capabilities

Project & Transformation

Programme and project management experience (digital and regulatory initiatives)
Change management and stakeholder alignment
Technology-driven transformation mindset

Risk & Governance

Strong control mindset (audit compliance operational risk)
Business continuity and incident management
Awareness of regulatory expectations (e.g. MAS IRAS CPF)

Working Experience:

• 1015 years in Life insurance operations with strong Policy Servicing experience or related experience
• Proven leadership experience managing a team size of 5060 staff
• Experience managing both local and cross-border teams would be advantageous
• Strong transformation experience (automation process improvement digitalisation)
• Experience in regulatory compliance risk management and audit governance

Qualifications:

• Degree in Information Technology or Business Administration discipline
• Strong technical knowledge of Life insurance operations
• Professional certifications in insurance process improvement or project management are advantageous

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.