Head of Policy Service (Giám đốc Bộ phận Quản Lý Hợp Đồng)

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.

Job purpose:

The Head of Policy Services is responsible for leading the end-to-end Policy Services function, including policy management, payment management and premium collection, to deliver customer-centric, efficient and compliant servicing across the full policy lifecycle. The role sets the strategic direction, service standards and operating priorities for Policy Services; drives digital transformation, workflow automation and platform integration; strengthens governance, risk management and operational controls; and builds future-ready capabilities to improve customer experience, retention, paid rate, productivity and sustainable business growth.

Job Responsibilities:

Scope 1: Provide strategic leadership for the Policy Services function across the full policy lifecycle

• Lead Policy Management, Payment Management and Premium Collection as an integrated service function, ensuring customer-centric, efficient and compliant servicing throughout the policy lifecycle.
• Define and drive the Policy Services strategy, service standards and operating priorities to improve customer retention, paid rate, customer satisfaction, operational productivity and Prudential’s brand reputation.
• Own end-to-end service design across digital, counter and assisted channels, ensuring processes are simple, consistent, scalable and embedded with appropriate controls.
• Partner with Customer Service, Agency Distribution, Partnership Distribution, IT, Operations Transformation and other stakeholders to deliver seamless, fast and convenient policy servicing experiences across all channels.

Scope 2: Drive digital transformation and integrated operating platform strategy

• Develop and own the Policy Services customer journey, including workflow automation, system integration, digital service enablement and straight-through processing opportunities.
• Work closely with IT, Ops Digital Transformation and business partners to evaluate technology solutions, prioritize investment needs and ensure timely delivery of platforms that improve service quality, scalability and business growth.

Scope 3: Strengthen risk governance, compliance and operational control across Policy Services

• Establish end-to-end oversight of Policy Services processes, using data analytics and management information to monitor service performance, control effectiveness and emerging operational risks.
• Ensure robust governance over high-volume and high-risk activities, particularly premium collection, benefit payment, cash and cashless transactions, and third-party or collecting-agent processes.
• Define clear roles and responsibilities with Customer Service, Agency and Quality Assurance teams to ensure day-to-day execution, independent quality checks and escalation mechanisms are effective.
• Drive adherence to risk management, compliance and self-monitoring requirements, and proactively escalate material risks, incidents and remediation actions to senior management.

Scope 4: Build future-ready capabilities and a high-performing Policy Services organization

• Lead the implementation of the “Fit for Growth” strategic workforce plan for Policy Services, building digital, agile, data analytics and continuous-improvement capabilities.
• Identify, coach and empower critical talent; strengthen succession planning and build resilient back-up coverage for key roles to support business continuity and sustainable growth.

Job Requirements

Qualifications

Bachelor’s degree in Finance, Insurance, Banking, Business Administration, Economics or a related discipline.

Experience

Minimum 8 years of experience in life insurance, banking or financial services, including at least 5 years in a people management or functional leadership role.

• Functional knowledge: Strong understanding of life insurance operations, policy servicing, payment management, premium collection, customer service, risk management and local regulatory requirements.
• Technical and transformation skills: Proven ability to lead process improvement, project delivery, digital enablement, workflow automation, data-driven performance management and change implementation.
• Business and interpersonal skills: Strong problem solving, judgment, analytical thinking, decision making, communication, negotiation, presentation, stakeholder management, customer orientation, adaptability and crisis or conflict management skills.

Leadership and Competencies

Demonstrates advanced leadership capabilities, including strategic and commercial acumen, execution excellence, innovation and change leadership, integrity, customer centricity, collaboration and talent development.

Role-models Prudential’s core values: Ambitious, Curious, Empathetic, Courageous and Nimble.

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.