Operations Quality Assurance Senior Specialist (Chuyên viên Cấp cao Quản lý Chất lượng Giao dịch Bảo hiểm)

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 / Mục tiêu vị trí

Ensure the effectiveness of Operational Risk Management, and Compliance within the Operations Division by supporting the implementation of robust controls, regulatory compliance, and continuous process improvement in line with internal standards and regulatory requirements.

Job Responsibilities / Phạm vi công việc

Risk Management:

• Support the implementation and ongoing management of the Operational Risk and Business Continuity Management (BCM) activities within Operations.
• Identify, assess, and monitor operational risks across key processes (e.g., Claims, Underwriting, Policy Servicing).
• Track risk indicators (KRIs), incidents, and control effectiveness, and escalate key risk issues where appropriate.
• Maintain risk registers and ensure proper documentation of risk and control activities.
• Participate in the review and refinement of quality assurance processes for enhanced efficiency and compliance. Document findings and assist in preparing monthly reports for the Operations Governance team.
• Support development, review, and maintenance of BCP, including documentation and coverage of critical processes and controls.
• Participate in BCP testing and coordinate with stakeholders to validate readiness and align dependencies.
• Track remediation actions and support reporting on BCP readiness, testing outcomes, and key risks.

Compliance & Regulatory Change Management:

• Ensure Operations activities are compliant with applicable laws, regulations, and internal governance requirements
• Support the assessment, interpretation, and implementation of regulatory changes impacting Operations.
• Coordinate with relevant stakeholders (RA, Legal, Product, IT, Operations) to ensure timely and consistent implementation of regulatory updates.
• Support in performing gap analysis and monitoring remediation actions related to compliance findings.
• Support preparation and validation of regulatory reports and submissions (ensuring data integrity and compliance with templates/requirements).

Data Analysis & Reporting:

• Conduct data analysis to support risk monitoring, and regulatory reporting.
• Ensure data accuracy, integrity, and consistency across reports and dashboards.
• Prepare periodic reports (risk, compliance, incident tracking) for management and governance forums.
• Provide insights and recommendations to enhance control effectiveness and operational performance.

Stakeholder Management:

• Collaborate with internal stakeholders across Operations, Risk, Compliance, Legal, Finance, and IT.
• Provide advisory support to business units on risk, and compliance matters.
• Support audit and regulatory inspections, including preparation of documentation and responses.

Ad-hoc Assignments:

• Undertake additional tasks, projects, and initiatives as assigned by the line manager or senior management
• Demonstrate flexibility to support evolving business, regulatory, and operational priorities.

Job Accountability / Trách nhiệm chính

This role is:

• Ensure effective execution of risk management, and compliance activities within Operations
• Support timely identification and mitigation of operational risks and compliance gaps
• Contribute to successful audit outcomes and regulatory submissions
• Ensure timely completion of assigned deliverables with high quality and accuracy.

Performance measures/Kết Quả Công Việc

• Quality and timeliness of Risk & Compliance matters and reporting
• Effectiveness of risk identification, tracking, and remediation
• Compliance with regulatory requirements and successful implementation of regulatory changes
• Accuracy and reliability of data and reports
• Delivery of valuable outcomes and stakeholder satisfaction.

Job Requirements / Yêu cầu

• Qualification:
  • Mandatory: University Degree
  • Advantage: Insurance background
• Experiences:
  • Minimum 2–3 years of experience in operational risk management and/ or compliance
  • Experience in health insurance, claims, or medical-related operations is an advantage
  • Exposure to regulatory reporting and/or audit is preferred
• Knowledge and skill set:
  • Strong understanding of operational processes within insurance (Claims, UW, Policy Servicing)
  • Knowledge of regulatory frameworks and compliance practices
  • Strong analytical and problem-solving skills
  • Proficiency in Microsoft Office (Excel, PowerPoint, Word)
  • Good communication and stakeholder management skills
  • Ability to work with data and derive insights
• Attributes:
  • Detail-oriented, well-organized, and proactive
  • Strong sense of accountability and ownership
  • Ability to work independently and collaborativelyHigh adaptability and ability to manage multiple priorities

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.