About the role

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.

This role is responsible for driving the Customer Service (CS) digital transformation agenda, leading the evolution of systems, processes, and operating models to enhance customer experience and operational efficiency. The incumbent acts as a strategic business technology partner, owning the end-to-end lifecycle of CS platforms—including transformation initiatives, demand governance, and operational excellence—while aligning with PHKL and Group strategy.

Job Responsibilities

CS Transformation & Digital Roadmap

Drive and execute the CS digital transformation roadmap including CRM, contact centre, and servicing platforms. Identify initiatives to improve customer journey, automation, and STP while shaping future-state operating models.

Strategic Business Partnership & Account Leadership

Act as the Technology Partner for CS stakeholders. Co-create solutions aligned with business outcomes and provide advisory on digital and platform capabilities.

Demand Governance & Value Delivery

Own end-to-end demand governance including intake, prioritisation, and backlog management. Ensure alignment with business value and strategic objectives.

Platform Ownership & Continuous Evolution

Act as Platform Owner for CS applications including CRM and servicing platforms. Drive continuous enhancement, scalability, and lifecycle management.

Delivery Leadership & Execution Excellence

Lead cross-functional delivery across IT, vendors, and business teams. Ensure strong governance on risks, dependencies, and timelines with Agile and DevOps practices.

Operational Excellence & Service Stability

Ensure stable operations with strong SLA/KPI performance. Drive proactive and automated support models to improve reliability.

Governance, Risk & Compliance

Ensure compliance with audit, security, and regulatory requirements. Maintain strong control environment across platforms.

Financial & Resource Management

Manage budget allocation for transformation initiatives. Support business case development and optimise vendor/resource strategy.

Job Requirements

Bachelor’s degree in IT, Business, or related discipline. 10–15 years of experience in digital transformation, CRM/customer platforms, and business technology roles.
Experience in insurance or financial services preferred.
Exposure to regional or Group initiatives is an advantage.
Strong transformation mindset, strategic thinking, stakeholder engagement, knowledge of Agile/DevOps, and commercial awareness including budget and vendor management.
Excellent command of English and Chinese (written and spoken)

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.

Aplyr's read

Prudential Financial is a key player in financial services, attracting professionals in insurance, investment management, and corporate development for diverse career opportunities.
Synthesized from recent postings & public sources

What's promising

•Prudential offers a comprehensive range of financial products, including life insurance and investment management.
•The company has a strong global presence, providing diverse career opportunities across various regions.
•Prudential invests in leadership development programs, fostering career growth and advancement.

What to watch

•The financial services sector is highly competitive, posing challenges for market share growth.
•Regulatory changes in the insurance industry may impact operational strategies and profitability.
•Economic downturns can adversely affect demand for financial products and services.

Why Prudential Financial

•Prudential's Future Leaders program targets next-generation management, emphasizing leadership development.
•The company has a robust international footprint, enhancing cross-border career opportunities.
•Prudential's diverse role offerings range from creative management to IT security, showcasing its broad operational scope.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Prudential Financial

Prudential Financial

prudential.com

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Prudential Financial, Inc. is a financial services and insurance company that offers a wide range of products and services including life insurance, annuities, retirement-related services, mutual funds, and investment management.