Head of Operations Governance

• The role will be responsible for overseeing and management of the Operations Division’s strategic planning, budgeting, operational excellence, performance management, quality assurance and risk management.

• The role requires working closely with different stakeholders across the organization and at the Prudential Group lelel. This includes Exco Members, Senior Leadership Group, Operational and Enterprise Risk Management, Group-wide Internal Audit, Prudential Group Operations and Technology team, Group Finance team to operationalize the Operation Division’s strategy, implement checks & controls, enhance quality of processes, prevent/contain losses from process leakages/potential fraud, avoid litigation/material complaints and provide up-stream insights (e.g. digital product design & development).

Strategic Planning & Budgeting

• Operationalize and implement operational strategies that align with Prudential’s short, medium, and long-term strategy, goals, and objectives.

• Work with the COO to develop long-term goals and executing strategies that align with the Prudential’s vision and mission.

• Collaborate closely with other executive leaders to ensure that operational strategies are integrated with overall business objectives. This includes setting specific, measurable objectives and key performance indicators (KPIs) for the various departments within the Operations Division.

• Conduct market research to identify emerging trends, assessing competitive landscapes, and determining the necessary operational adjustments to meet new demands

Operational Excellence: 

• Driving continuous improvement initiatives to optimize processes, reduce costs, and enhance service quality is a core responsibility.

• Identify areas for improvement within the operational processes

• Implement changes to increase efficiency and productivity

Performance Management

• Establish and monitor key performance indicators (KPIs) to track operational performance and identify areas for improvement

• Ensure that the operations team is meeting its targets and continuously improving its performance

• Regular reviews and adjustments to these plans to respond to changing market conditions and internal challenges.

Quality Assurance and Risk Management

• Identify and mitigate operational risks to ensure business continuity and regulatory compliance

• Ensure that the Operations Division adheres to all relevant regulations and internal policies

• Work with second and third lines of defense within the Risk Division and Internal Audit to mitigate any risks within the Operations Division

• Develop the Quality Assurance program to cover each department within the Operations Division on an annual basis

• Adhere to and execute on Quality Assurance program

Stakeholder Engagement: 

• Collaborate with internal and external stakeholders to ensure alignment and support for operational strategies

• Engage with various stakeholders at the local and group level to gather input, gain buy-in, and ensure that operational strategies are aligned with the company's overall business objectives