Business Service Experience Manager

Prudential; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Prudential is seeking an experienced IT leader to manage complex stakeholder relationships and oversee end-to-end delivery of infrastructure projects in Malaysia. You will coordinate with business units, vendors, and technical teams to meet delivery obligations and security standards.

The role requires a degree in IT/Engineering, 8–12 years of IT experience, and 2+ years in managing teams of 5–10 IT managers or technical staff.

Qualifications

• Degree in IT, Engineering or related area.
• Excellent communication and interpersonal skills, fluent in English.
• 8–12 years of solid IT working experience.
• 2+ years managing 5–10 IT managers/technical resources.
• Experience with insurance systems is a plus.

Responsibilities

• Manage complex relationships and priorities across diverse groups.
• Coordinate with business unit management and outsourced resources.
• Oversee delivery by third-party vendors and ensure deliverables.
• Guide specification, construction, and integration of IT deliverables to business units.
• Track projects to schedule and report progress to management.
• Act as liaison between business technology stakeholders and technical leads.
• Present service delivery capabilities and drive best practices.

Skills

Communication skills

English fluency

Project management

People management

Vendor management

Customer service

Business analysis

Education

Degree in IT/Engineering

Job description

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. Acts as a one-stop service point to represent Global Technology Operations on service level and support. Understand business system requirements and develop optimal implementation approach to effectively deliver the necessary underlying infrastructure. Produce monthly service level report and host related governance meeting as required by local management. Manage and Resolve IT related issues and change requests. Direct Infrastructure Leads and assign resources in delivering end to end services.

Key Responsibilities

• Manage complex relationships and the clashes of priorities and cultures that occur among diverse groups.
• Interact with business unit management teams, officers, and representatives to assist them in resources outsourced to GTO.
• Addresses issues with impact beyond own team based on knowledge of related disciplines.
• Manage and oversight delivery by third party vendors.
• Manages the specification, construction, and integration of deliverables from internal technical teams and external vendors to local business units.
• Manages the implementation of the infrastructure scope to ensure that GTO Infrastructure meets delivery obligations (e.g. preparation of system aligning to regional security & infrastructure policy).
• Tracks the project to the agreed schedule and reports on progress and status.
• Acts as the focal point and liaises between the business technology stakeholders and technical tower leads.
• Manage Deliverable: - Conduct presentations that demonstrate the corporate service delivery management capabilities and implementation of best practice.
• Implements short- and long-term information technology (IT) solutions that meet the needs of the organization.
• Solicit client feedback on service delivery expectations and project performance.
• Develop a deep understanding of the customers business and strategic initiatives and use that information to derive the best service delivery practice to support them.

Minimum job requirement

• A degree in IT, Engineering or related area
• Excellent communication and interpersonal skills, fluent in both speaking and writing English.
• 8 - 12 years of solid IT working experience.
• At least 2 years of experience in managing a size of 5-10 IT managers / technical resources.
• Supporting Insurance systems would be an added advantage.
• Ability to work under pressure and remain calm and cooperative.
• Strong customer service orientation with the ability to work with and influence customers in a proactive and constructive manner.
• 4 or more years of project management experience.
• Experience in management of vendor relationships with a focus on deliverables management.
• Understands the scope of the business components of projects and liaises with business staff responsible for those components.

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.

We are Prudential. For every life, we are partners. For every future, we are protectors.

Prudential plc provides life and health insurance and asset management to 17 million customers across 20 markets in Asia and Africa.

We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange.

We are focused on four strategic regions: Greater China, ASEAN, India and Africa.

Our customers are served by around 55,000 agents and more than 200 bank partners.

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.

Find out more at www.prudentialplc.com.

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