Senior Manager, Projects & Operation Excellence

Prudential

  • Hong Kong
  • Permanent
  • Full-time
  • 23 days ago
Prudential’s 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 people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.Lead a team of business analysts to drive, manage and support various projects initiated by Customer Operation and other departments, ensuring successful implementation and delivery by following the prescribed standard and timeline.Steer, develop and implement Claims & Health related process improvement through innovation and digitalization including but not limited to:
  • Design and implement seamless digital end to end customer journey
  • Develop strategy and implement solution with AI to enable claims straight through processing
  • Implement claims automation initiatives to improve operation efficiency
  • Regulatory projects related to Customer Operation
Job Descriptions:Oversee the full project lifecycle, from initiation to management of any post implementation issues to achieve company and department KPI:
  • Define and maintain the roadmap in close cooperation with business stakeholders
Manage the backlog of change requests and agree on shifting priorities with the user communitySteer / facilitate regular project meetings and follow up with project team members as needed to address business, operational, and technical issuesMonitor project issues to ensure timely resolution with minimal impact on progress.Review project implementation documents from the user’s perspective to ensure proper functioning of all related operational systems and workflows.Produce effective progress reports to keep senior management informed of project status, major risks and issues, scope changes, resources changes, and milestone achievements or setbacks.Anticipate and identify potential issues and emerging business opportunities in Customer Operation during the course of project handling, trend and data analysis; recommend feasible solution or actions to senior management; drive changes and recommend best practices for Customer Operation continuous improvement.Formulate communication and promotion plan in uplifting usage of various initiatives (e.g. panel, digital payment) as well as execute campaigns with regular review to monitor the effectiveness of the campaigns, identify areas of improvement in campaign design.Maximize the contribution of each team member by conducting concise assessments and effectively mobilization team resources based on up-to-date work prioritization and practical needs. Ensure quality deliverables as per agreed project schedule. Provide regular and continuous staff nurturing and career development.Manage the team on a day-to-day basis and resolve problems escalated by team members.Job Requirements:
  • Preferably a degree holder in any discipline, with preference given to those in Business Administration, Economics,
  • Finance, Information Technology, Data Science or a related field
  • Minimum of 8 years of relevant practical project management experience, with at least 4 years in a management-
  • level role
  • Proven ability to lead the delivery of scalable projects
  • Experience in health care industry
  • Strong experience in UI/UX and testing/quality assurance
  • Customer centric mindset with experience in customer design journey
  • Proficiency in preparing executive report and effectively articulating information to top management
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.

Prudential