Servicing Digital Enablement Manager

Prudential Plc; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Prudential Singapore is seeking a seasoned Business Analyst to lead policy servicing transformation initiatives, collaborating with operations, business, product, technology and vendor partners to deliver digital and operational enhancements across the servicing lifecycle.

You will own requirements, drive workshops, validate solutions, supervise UAT and coordinate change readiness while ensuring governance and regulatory compliance throughout delivery.

Qualifications

• 6–8 years of experience in business analysis or transformation within life insurance.
• Strong knowledge of policy servicing operations and administration.
• Experience with policy administration systems, including AS400, and digital servicing platforms.

Responsibilities

• Lead BA activities across policy servicing initiatives and translate business needs into requirements.
• Coordinate UAT, acceptance criteria and ensure alignment with project scope.
• Collaborate with operations, product, technology and vendor teams to deliver enhancements.

Skills

Analytical thinking

Ownership mindset

Stakeholder management

Communication skills

Problem solving

Education

Diploma or Degree in Business/IS/CS/Insurance

Tools

AS400

Digital servicing platforms

Job description

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.

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.