Servicing Digital Enablement Manager

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.

In this role, you will be responsible for Prudential Singapore’s life insurance policy servicing transformation initiatives as a project lead and individual contributor, partnering closely with operations, business, product, technology and vendor teams to deliver digital and operational enhancements across the policy servicing lifecycle.
The role focuses on strong ownership of business requirements, project delivery support and operational readiness, while influencing stakeholders and coordinating cross-functional project teams to ensure successful adoption. You will drive process optimisation, digitisation initiatives and continuous improvement efforts that enhance customer experience, operational efficiency, regulatory compliance and straight-through processing.
The Manager is expected to lead assigned projects, operate with a high level of independence, influence cross-functional stakeholders and drive initiatives to completion without direct responsibility for managing a team.

Job Description

1. Business Analysis & Functional Ownership
•    Drive requirements gathering, analysis and documentation for policy servicing initiatives across transactions such as policy alterations, reinstatements, ownership changes, beneficiary updates, premium changes, fund switching, assignments, withdrawals, maturities and policy maintenance activities.
•    Review and validate business requirements, functional specifications, user stories, business rules, process maps and acceptance criteria to ensure alignment with business objectives, operational needs and project scope.
•    Lead requirement workshops and walkthrough sessions with business, operations, technology and vendor stakeholders.
•    Work with stakeholders to evaluate solution options, define expected system behaviours and translate business needs into implementable solutions.
•    Act as a subject matter expert and functional owner for policy servicing processes, operational workflows and supporting systems.
•    Review existing processes and identify opportunities for automation, digitisation, simplification and straight-through processing.

2. Delivery, Testing & Operational Readiness
•    Assess change impacts across policy administration systems, digital servicing channels and integrated downstream platforms.
•    Lead end-to-end project delivery activities including requirements clarification, dependency tracking, issue follow-up, stakeholder coordination and escalation where required.
•    Lead and coordinate User Acceptance Testing (UAT), including test scenario reviews, business validation, defect tracking and sign-off readiness.
•    Drive business readiness through training coordination, knowledge transfer and change adoption activities. Where required, work with SMEs to document or update SOPs and operating procedures to support the transition into BAU.
•    Partner operations teams to ensure successful operationalisation and embedding of new capabilities into business-as-usual (BAU) processes.
•    Lead release readiness, implementation planning and post-deployment stabilisation by coordinating open issues and follow-up actions with relevant stakeholders.
•    Monitor production issues, assess business impact and coordinate timely resolution with technology, vendor and support teams.

3. Stakeholder Partnership, Governance & Continuous Improvement
•    Build and maintain strong working relationships across operations, business, product, technology, risk, compliance and vendor partners.
•    Facilitate project discussions, manage competing priorities and drive alignment on requirements, scope, risks and delivery outcomes.
•    Support backlog grooming, prioritisation and roadmap planning for operational and digital servicing enhancements, with accountability for assigned project deliverables.
•    Ensure delivery artefacts and solutions comply with governance standards, operational controls, regulatory requirements and audit expectations, with appropriate follow-up and escalation.
•    Identify operational pain points, root causes and improvement opportunities across policy servicing journeys.
•    Contribute to continuous improvement initiatives to enhance customer experience, operational efficiency and service quality.

Who We Are Looking For

Competencies & Personal Traits

• Strong analytical and problem-solving skills with the ability to assess complex business issues, make sound recommendations and drive structured solutions.
• Strong ownership mindset with excellent documentation, organisation, execution discipline and follow-through.
• Proactive, self-driven and able to manage ambiguity, multiple priorities and complex stakeholder expectations in a fast-paced environment.
• Excellent stakeholder management, communication and facilitation skills.
• Strong customer and operational mindset with a passion for improving business outcomes.
• Ability to lead projects, influence stakeholders and drive alignment across cross-functional teams without direct people-management responsibility.

Work Experience

• 6–8 years of experience as a Business Analyst, Functional Analyst, Operations Specialist, Project Lead or Transformation Specialist within the life insurance industry, with experience leading project delivery initiatives.
• Strong knowledge of life insurance policy servicing operations and administration processes.
• Experience working with policy administration systems (e.g. AS400) and digital servicing platforms.
• Strong hands-on experience in business requirement ownership, process mapping, functional specification development, UAT governance and business readiness management.
• Proven experience working across business, operations and technology teams to deliver process, system or digital enhancements.
• Experience in operational transformation, workflow automation, digital servicing or customer experience initiatives is highly desirable.
• Good understanding of insurance regulatory, governance and compliance requirements.

Education

• Diploma or Degree in Business, Information Systems, Computer Science, Insurance, or related disciplines.

 

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.