Servicing Digital Enablement Manager

Prudential Hong Kong Limited; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Prudential Singapore is seeking a capable policy servicing transformation lead to own business requirements, drive end‑to‑end delivery and coordinate cross‑functional teams across operations, product, technology and vendors. You will champion automation, digitisation and straight‑through processing while ensuring regulatory compliance and superior customer outcomes.

With 6–8 years in life insurance policy servicing or transformation, you will influence stakeholders, deliver practical solutions,

Qualifications

• 6–8 years of experience in life insurance policy servicing or transformation roles.
• Strong knowledge of life insurance policy servicing operations and administration processes.
• Experience with policy administration systems (e.g. AS400) and digital servicing platforms.
• Hands-on experience in ownership of requirements, process mapping, and UAT governance.
• Experience working across business, operations and technology teams to deliver enhancements.
• Desirable: operational transformation, workflow automation, digital servicing or customer experience initiatives.
• Understanding of insurance regulatory, governance and compliance requirements.
• Education: Diploma or Degree in Business, Information Systems, Computer Science, Insurance, or related disciplines.

Responsibilities

• Drive requirements gathering, analysis and documentation for policy servicing initiatives across transactions such as alterations, reinstatements, ownership changes and more.
• Review and validate business requirements, functional specs, user stories and acceptance criteria to align with objectives.
• Lead requirement workshops with business, operations, technology and vendor stakeholders.
• Define system behaviours and translate business needs into implementable solutions.
• Act as the subject matter expert for policy servicing processes and supporting systems.
• Identify opportunities for automation and straight-through processing.
• Assess change impacts across administration systems and digital channels.
• Lead end-to-end delivery activities including clarification, tracking and issue follow-up.
• Coordinate UAT governance, test scenarios and sign-off readiness.
• Drive business readiness through training and knowledge transfer.
• Work with SMEs to document or update SOPs for BAU rollout.
• Coordinate release readiness and post-deployment stabilisation.
• Monitor production issues and coordinate resolution with tech, vendor and support teams.
• Build strong relationships across operations, product, technology, risk, compliance and vendors.
• Facilitate discussions, manage priorities and align on scope and delivery outcomes.
• Support backlog grooming, prioritisation and roadmap planning.
• Ensure governance and regulatory compliance of artefacts and solutions.
• Identify pain points and opportunities for improvement across policy servicing journeys.
• Contribute to continuous improvement to enhance customer experience and service quality.

Skills

Analytical thinking

Ownership mindset

Stakeholder management

Communication and facilitation

Customer focus

Project leadership

Process mapping

Education

Diploma/Degree in Business or IT or Insurance

Tools

AS400

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.

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.

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. We are Prudential. For Every Life, For Every Future. Prudential plc provides life and health insurance and asset management to 18 million customers across 24 markets in Asia and Africa. We are headquartered in London and Hong Kong and are focused on four strategic regions: Greater China, ASEAN, India and Africa.We are served by around 68,000 average monthly active 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