Head - Operations Digital

Head - Operations Digital

Prudential Assurance
Not Specified
Not Specified

Job Description



Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.With the vision of To be the trusted companion of customers, Prudential aims to offer convenience and provide excellent, seamless experience through all the service touchpoints. Our aspiration is to become a role model in the Vietnam life insurance industry especially in terms of customer services. This role is critical in driving the transformation needed in Prudential's operations to improve our services toward that aspiration. By working closely with all related stakeholders in the end-to-end customer journeys, this role is to identify and address customer pain-points to ensure a seamless and most effective & efficient service delivery in Vietnam Operations.
Digital transformation:
  • Work closely with operations, customer service & transformation leaders to identify points of failure in delivering superior customer service through customer journey, experience & workstream mapping
  • Work on ensuring that the digital transformation framework & methodology is adopted & implemented to drive change & enhance customer experience
  • Identify digital assets / accelerators (through a build-or-buy model) that can be deployed across the value chain
  • Build & maintain knowledge management repositories of business & digital assets
  • Use data to create stories that can address customer pain points
  • Work with business & IT teams to deliver digital-led transformation programs

Operations systems management
  • Work closely with the operations & customer service leaders along with PVA's IT team to ensure that operational system enhancements are built & deployed into production as per time & budget
  • Build a list of system enhancements / augmentations required to deliver superior customer service

People Management:
  • Recruit, build and develop an engaged, competent and effective team of digitally savvy individuals
  • Define, communicate and execute a development plan to attract and ensure career growth and success of customer service staff
  • Conduct and document regular performance reviews and annual reviews
  • Implement open and clear lines of communication with the team through regular career development discussions with direct reports, in line with the PVA Performance Management Process
  • Establish a framework to retain high-potential and high-performance team members, by identifying talent and implementing clear succession plans

Risk Management:
Be responsible & accountable for planning/execution of business objectives in conformity with risk management requirements and compliance with all internal and external regulations.
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 special requirements.

Prudentialplc provides life and health insurance and asset management, with a focus on Asia and Africa. We help people get the most out of life, by making healthcare affordable and accessible and by promoting financial inclusion. We protect people's wealth, help them grow their assets, and empower them to save for their goals. The business has more than 18 million life customers in Asia and Africa.Prudential has been providing trusted financial security for 95 years and is listed on stock exchanges in London, Hong Kong, Singapore, and New York. We are proud to be included in the 2022 Bloomberg Gender Equality Index. The index measures gender equality across five pillars: female leadership and talent pipeline, equal pay and gender pay parity, inclusive culture, sexual harassment policies, and pro-women brand. Our inclusion in this global index is testament to our commitment to nurturing diverse talent. #BloombergGEI . Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

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