Manager, Enterprise Business Operations

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.

Key Responsibilities

1. Operations & Policy Administration Management

• Lead and oversee New Business and Renewal policy administration activities, ensuring BAU tasks are executed accurately and within agreed turnaround times.
• Manage complex policy administration processes including issuance of bills, policy contracts, endorsements, and renewals.
• Ensure all processing aligns with client expectations, company standards, and regulatory requirements.
• Identify and address operational issues promptly to maintain high-quality service delivery.

• Lead, coach, and mentor the policy administration team to ensure smooth daily operations.
• Provide guidance and technical support to team members in handling complex cases and escalations.
• Manage workload distribution, prioritisation, and resource planning to meet service deadlines.
• Conduct regular training and knowledge-sharing sessions to ensure the team remains current on products, processes, and regulations.

• Monitor and review team output to ensure accuracy, completeness, and adherence to internal quality standards.
• Implement and maintain quality control measures and best practices across New Business and Renewals.
• Prepare for and support internal and external audits, addressing audit findings promptly and effectively.
• Ensure compliance with all applicable regulatory and internal risk requirements.

• Identify opportunities for operational improvements, efficiency gains, and risk reduction.
• Contribute to the design, documentation, and optimisation of policy administration processes.

• Define and document business requirements aligned to operational and regulatory needs.
• Lead or participate in User Acceptance Testing (UAT) for system changes and enhancements to ensure effective business outcomes.
• Support implementation of new systems, tools, and automation initiatives to enhance productivity and reduce manual processing

• Act as a key liaison between the New Business and Renewal teams and internal stakeholders (e.g. Product, Distribution, Tech, and Operations).
• Provide clear, timely, and professional communication to internal and external stakeholders on policy administration matters.
• Coordinate with product and project teams to provide operational feedback and insights.
• Support tender pitches and preparation of process flows where required.

• Assist in addressing and resolving operational escalations promptly and effectively.
• Support conflict resolution within the team and with external stakeholders.
• Provide management support on high-risk or sensitive cases where required.

• Undertake additional duties or projects as assigned, in support of business needs and initiatives.

Who we are looking for:

Competencies & Personal Traits

• Strong operational, process, and people management skills.
• Deep expertise in policy administration processes and regulatory requirements.
• Highly detail‑oriented with a strong commitment to accuracy and quality.
• Excellent problem‑solving and decision‑making capabilities.
• Strong interpersonal, communication, and influencing skills.
• Ability to communicate complex concepts clearly to both technical and non‑technical stakeholders.
• Proactive, resilient, adaptable, and comfortable managing change.
• Curious and open to exploring new tools and solutions to address operational challenges.
• Able to work independently while thriving in a team‑oriented environment.

Working Experience

• Minimum 5 to 7 years’ experience with insurers or within the insurance‑related industry.
• Prior experience in Employee Benefits schemes is highly desirable.
• Strong knowledge of Group Insurance products, including term life and hospital & surgical plans (mandatory).
• Previous supervisory or people‑management experience is an advantage.
• Proficient in MS Office applications.

Professional Qualifications

• M5
• Health Insurance

Education

Diploma or Degree

Language

English

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.