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Lead Life & Health Policy Services operations at Prudential Singapore, driving compliance, automation & customer‑centric excellence.
Head of Policy Services – manage cross‑border teams, steer product launches, and champion process optimisation.
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.
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
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 effective
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
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.