Lead, Operations AI Enablement

Prudential Services Asia; Singapore; On-site; SGD 180,000 - 300,000; Full time

Job summary

Prudential Services Asia seeks an experienced operations leader to design and govern an agentic AI workforce across our Operations. You will blend RPA automation with AI reasoning to deliver efficiency and superior customer outcomes, collaborating with SMEs to identify journeys where autonomous bots can act, assist, or elevate decisions.

You will partner with PACS technology and analytics teams to deploy Co-Pilot Bots, shape the AI QA framework and policy, and drive continuous improvement in a

Qualifications

• Minimum Degree or Diploma with relevant experience.
• At least 6-10 years of background in AI, operations management, and experience in supporting and leading AI use cases and projects.

Responsibilities

• Build and govern an agentic AI workforce across Operations.
• Design and scale an agentic AI operating model combining RPA with AI to build bots across the Operations value chain.
• Collaborate with SMEs to identify priority operational journeys where AI agents can autonomously execute, assist, or elevate decisions.
• Perform requirement data gathering to develop base functionality for bots and coordinate with PACS technology for development.
• Deploy Co-Pilot Bots for operational efficiency and rollout across workflows.
• Lead design/rollout of co-pilot bots to support Operations analytics and workload planning.
• Develop AI use cases that are plug-and-play across platforms.
• Serve as trusted AI advisor for scalable AI use cases and governance.

Skills

Communication

Analytical thinking

Problem solving

Change management

Education

Degree or Diploma

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.

Job Profile Summary

This role in operations is responsible for building and governing an agentic AI workforce across Operations, combining automation (RPA) with AI reasoning and decision support to deliver step-change improvements in efficiency, quality, and customer outcomes. As AI adoption accelerates across the organization, this role ensures Operations’ use of AI is differentiated, governed, high-quality, and value-led rather than fragmented or tactical.

Job Description

Build an Agentic AI Workforce Across Operations

Design and scale an agentic AI operating model combining RPA with AI to build bots that can be applied across the Operations value chain focusing on scalable tasks across Operations functions.

Critical success factor is the ability to partners with SMEs to identify priority operational journeys where AI agents can autonomously execute, assist, or elevate decisions.

Perform requirement data gathering in order to develop base functionality for the bots and partner with PACS technology team for development.

Deploy Co-Pilot Bots for Operational Efficiency.

Lead the design and rollout of co-pilot bots to support Operations workflows.

Deploy co-pilot within Operations analytics to trigger intelligence and build forecasting model for workload planning and potential issues areas.

Drive AI use cases development that can be plugged and played across platforms.

Act as the trusted AI advisor for AI use cases that can be scaled and support Operations transformation initiatives, providing guidance on where AI adds material value and advising senior leaders on investment and design decisions.

Own the Operations view of AI Rules and Differentiation. Define and maintain the Operations AI rulebook, including decision boundaries, human-in-the-loop requirements, and consistency of AI behaviour across journeys. Ensure Operations differentiates through decision quality and orchestration, not tool proliferation.

Define and Own the QA and Assurance Strategy for AI. Establish the AI quality assurance framework for Operations, covering accuracy, stability, bias, drift monitoring and escalation. Ensure alignment with Group AI governance, ethics principles, and regulatory expectations.

Who we are looking for

Competencies & Personal Traits

• Strong communicator and influencer with the ability to build stakeholder relationships and drive organisational outcomes.
• Analytical, commercially astute and solution-oriented, with strong problem-solving capabilities.
• Proactive, resourceful and self-driven, able to work independently in a fast-paced and dynamic environment.
• High level of professionalism, discretion and attention to detail, with strong execution and follow-through.
• Adaptable and growth-oriented, with a passion for continuous improvement, innovation and change.

Education

Minimum Degree or Diploma with relevant experience.

Working Experience

At least 6-10 years of background in AI, operations management, and experience in supporting and leading AI use cases and projects.

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. Follow us on LinkedIn.