Head, Policy Services

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 the role, you will lead end-to-end Life & Health Policy Servicing operations across customer segments, ensuring efficient, compliant, and customer-centric deliver and provide management oversight of product launches across the full lifecycle (New Business Administration to Policy Servicing) and ensure operational readiness for CRS/FATCA within the Operations Division. You will also drive operational excellence through process optimisation, automation, and strong governance.

Job Description:

1. Operations Leadership

Lead core Life Policy Servicing functions, including Major/Minor Alterations, Reinstatement, Maturity, Valuation, Customer Data Management, and Product Launch Management (New Business to Policy Services)

Deliver service level, turnaround time (TAT), straight-through processing (STP), and quality targets

Oversee daily operations, including work prioritisation and resource allocation

Drive continuous improvement through automation, digitalisation, and process simplification

2. Strategy, Capacity & Cost Management

Develop and execute Policy Servicing strategy aligned with business priorities

Define organisational structure, workforce planning, and capability development

Manage budget effectively and drive cost efficiency across operations

3. Governance, Risk & Compliance

Ensure adherence to internal policies, audit standards, and regulatory requirements

Oversee CRS/FATCA operational compliance, including controls, reporting readiness, and remediation

Strengthen risk management through Business Continuity Planning (BCP) and Business Impact Analysis (BIA)

Maintain robust process documentation, including SOPs, controls, audit trails, and authorities

4. Product Launch & Change Management

Provide end-to-end oversight of product launches from New Business Administration (NBA) to Policy Servicing (POS)

Provide leadership in operational readiness, process design, and implementation

Ensure systems, processes, and teams are fully prepared to support new products

Drive cross-functional coordination with Distribution, Technology, Compliance, and Operations teams

5. Performance Management & Insights

Monitor operational metrics to identify trends, risks, and improvement opportunities

Analyse customer feedback (e.g. complaints, NPS) to drive service enhancements

Provide data-driven insights to support decision-making

6. Stakeholder & Project Management

Partner with key stakeholders on transformation, automation, and recovery initiatives

Represent Policy Servicing in enterprise and regulatory projects

Lead change management and ensure effective communication across teams

7. People Leadership

Build and lead a high-performing, future-ready team

Develop leadership bench strength and deepen technical expertise

Foster a culture of accountability, collaboration, and continuous improvement

Who we are looking for:

Ideal Traits & Characteristics

Strong ownership & accountability – drives outcomes end-to-end with a bias for action

Strategic and hands-on – connects long-term vision with execution excellence

Transformation-driven – champions automation, digitalisation, and innovation

Creative problem solver – challenges the status quo and delivers practical, innovative solutions

Solution-oriented mindset – simplifies complexity and drives scalable outcomes

Risk-aware & disciplined – balances innovation with strong governance and compliance

Customer-centric mindset – delivers meaningful improvements to customer outcomes

Collaborative influencer – drives alignment across functions and geographies

Resilient & decisive – operates effectively in complex, high-volume environments

Core Skillsets

Operational & Technical

Strong expertise in Life and Health Policy Servicing

Deep understanding of end-to-end product lifecycle (NBA to POS)

Knowledge of CRS/FATCA operational requirements and regulatory expectations

Experience in process improvement (Lean, automation, RPA, digital workflows, e-signature solutions)

Strong data analysis and performance management capabilities

Strong vendor management & negotiation skills

Leadership & Management

Proven experience leading large, cross-border teams (Singapore and offshore)

Workforce planning and resource optimisation

Strong stakeholder engagement and vendor management capabilities

Project & Transformation

Programme and project management experience (digital and regulatory initiatives)

Change management and stakeholder alignment

Technology-driven transformation mindset

Risk & Governance

Strong control mindset (audit, compliance, operational risk)

Business continuity and incident management

Awareness of regulatory expectations (e.g. MAS, IRAS, CPF)

Working Experience:

10–15+ years in Life insurance operations with strong Policy Servicing experience or related experience

Proven leadership experience managing a team size of 50–60 staff

Experience managing both local and cross-border teams would be advantageous

Strong transformation experience (automation, process improvement, digitalisation)

Experience in regulatory compliance, risk management, and audit governance

Qualifications:

Degree in Information Technology or Business Administration discipline

Strong technical knowledge of Life insurance operations

Professional certifications in insurance, process improvement, or project management are advantageous