Job Purpose: With the vision of "To be the trusted companion of customers", Prudential aims to offer convenience and provide excellent, seamless experience through all the service touchpoints. Our aspiration is to become a role model in the Vietnam life insurance industry especially in terms of customer services. This role is critical in driving the transformation needed in Prudential's operations to improve our services toward that aspiration. By working closely with all related stakeholders in the end-to-end customer journeys, this role is to identify and address customer pain-points to ensure a seamless and most effective & efficient service delivery in Vietnam Operations.
Job Responsibilities
- Digital transformation:
• Work with business & IT teams to deliver digital-led transformation programs
• Build & maintain knowledge management repositories of business & digital assets
• Work on ensuring that the digital transformation framework & methodology is adopted & implemented to drive change & enhance customer experience
• Identify digital assets / accelerators (through a build-or-buy model) that can be deployed across the value chain
• Work closely with operations, customer service & transformation leaders to identify points of failure in delivering superior customer service through customer journey, experience & workstream mapping
• Use data to create stories that can address customer pain points
- Operations systems management
• Build a list of system enhancements / augmentations required to deliver superior customer service
• Work closely with the operations &
customer service leaders along with PVA's IT team to ensure that operational system enhancements are built & deployed into production as per time & budget
- People Management:
• Recruit, build and develop an engaged, competent and effective team of digitally savvy individuals
• Define, communicate and execute a development plan to attract and ensure career growth and success of
customer service staff• Conduct and document regular performance reviews and annual reviews;
• Implement open and clear lines of communication with the team through regular career development discussions with direct reports, in line with the PVA
- Performance Management Process;
• Establish a framework to retain high-potential and high-performance team members, by identifying talent and implementing clear succession plans
- Risk Management:
• Be responsible & accountable for planning/execution of business objectives in conformity with risk management requirements and compliance with all internal and external regulations.
Head of Operations Digital is accountable for ensuring that the vision, direction, framework, metrics and culture of the teams is adhered & aligned to through (1) People, team & stakeholder management - managing individual and team performance expectations and goals & working alongside key business stakeholders (2) Business & process management - identifying broader customer impacting issues and implementing solutions to improve customer satisfaction, drive service excellence, operations transaction quality and productivity, while achieving real time desired service levels. Key job accountabilities include
Job Accountability
• Program management & governance: Ensure seamless project delivery within timelines, acceptable risks & budgets
• Business management: Ensure enhancement of key business metrics through digital led transformation programs
• People management: Build a digitally skilled & savvy team through training, upskilling & knowledge sharing
• Digital transformation: Deliver superior customer experience through the use of digital transformation levers
• Stakeholder management: Work with stakeholders across the business to drive a culture of change
Qualification: University degree
Skills: problem solving and judgment, communication, crisis & conflicts management, decision making, analytical thinking, adaptability, customer oriented, negotiation, presentation, project management and process improvement.
Leadership: leadership capabilities (strategic & commercial acumen, execution excellence, leading innovation and change, integrity, customer centricity, working together, and growing talent); proven ability to set targets, and motivate teams to deliver goals in a high performing culture.
Experience: overall experience of 15 - 20 years with a minimum of 10-years' experience in management and minimum 10 years' experience in digital transformation
Knowledge: Thorough understanding of digital solutions such as RPA, AI/ML/NLP,
Business intelligence, intelligent automation / hyper automation, ICR/OCR tools, workflow solutions, CX solutions etc. High level awareness & understanding of concepts such as cloud computing, database management, collaboration tools such as Slack, Trello, Yammer etc., UI/UX design & tools such as Figma, Adobe etc, design thinking, agile concepts & project management methodologies. In-depth knowledge & understanding of the life insurance industry will be an added advantage.
