# Head of Operation Transformation and Excellence at Prudential plc

Prudential plc is hiring a Head of Operation Transformation and Excellence. Level rates it Little AI ●○○○; you can [apply on Prudential plc](https://jobsbylevel.com/go/afbea994-5e4b-4498-b5a0-c7bfb8101605?utm_medium=ai-agent).

AI Level 1, AI centrality 25 out of 100. Thành phố Hồ Chí Minh.

## Details

- Company: [Prudential plc](https://jobsbylevel.com/companies/prudential-plc)
- AI level: AI Level 1 (score 25 out of 100)
- Location: Thành phố Hồ Chí Minh
- Posted: November 3, 2026
- Apply: https://jobsbylevel.com/go/afbea994-5e4b-4498-b5a0-c7bfb8101605?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=head-of-operation-transformation-and-excellence-at-prudential-plc-4a1c89

## Prepare for this job

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## Description

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. ROLE PURPOSE This role leads large-scale transformation of the operations value chain — new business, underwriting, policy servicing, claims, and customer management — toward a digital-first, automated, and data-driven operating model, while simultaneously driving continuous improvement, service quality, and operational reengineering in day-to-day operations. The mandate spans changing the machine and keeping it running at peak: transformation programs deliver step-change capability, and the excellence discipline measures, stabilizes, and continuously optimizes the results. KEY RESPONSIBILITIES Operations Transformation · Define and own operations transformation roadmap aligned to company strategy and growth targets · Lead end-to-end delivery of transformation programs: digital onboarding, straight-through processing (STP), workflow automation core policy admin system modernization, and paperless servicing. · Redesign target operating models—including organizational structures and end-to-end process architectures—to deliver a seamless customer journey through an integrated, one-stop service model. · Build business cases for transformation investments; secure budget and track benefits realization (cost savings, TAT reduction, NPS uplift…) · Manage transformation governance: steering committees, program status reporting, risk and dependency management across workstreams · Lead change management and adoption — communications, training, and capability building for impacted operations teams · Scan the market for Insurtech, automation, and AI capabilities; run pilots and scale proven solutions Operations Excellence · Own the operations performance management framework: KPIs/SLAs for turnaround time, accuracy, productivity, unit cost, and customer satisfaction across all operations functions · Lead continuous improvement programs using Lean Six Sigma methodology; build and manage a pipeline of improvement projects with quantified impact. · Conduct in-depth process reviews and root cause analyses to address pain points and increase the straight-through processing (STP) rate across the Operations value stream. · Standardize operational processes; maintain comprehensive SOP libraries, process maps, and control documentation; and own the quality assurance framework · Design and run capacity planning and workforce management models to balance service levels against cost · Partner with Risk and Compliance to strengthen operational controls and support audit readiness. · Leverage AI-powered solutions to reengineer ways of working and accelerate Operations modernization. Leadership & Stakeholder Engagement · Partner with IT, Distribution, Actuarial, and Compliance Risk, Legal to ensure solutions meet regulatory and risk requirements. · Collaborate with regional teams on roadmap alignment, adoption of Group platforms and standards, benchmarking, and best-practice sharing · Produce management reporting and insights on operational health and transformation progress for CO and executive committee. · Build and lead a combined team of program managers, business analysts, process engineers, and quality analysts; manage vendors and system integrators QUALIFICATIONS & EXPERIENCE · *Bachelor's degree required; MBA or equivalent preferred. · 12–15+ years of experience spanning insurance operations, transformation, and process improvement, with 5+ years in senior leadership; life insurance domain strongly preferred · Proven track record delivering large, cross-functional transformation programs

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/head-of-operation-transformation-and-excellence-at-prudential-plc-4a1c89

Source: https://jobsbylevel.com/jobs/head-of-operation-transformation-and-excellence-at-prudential-plc-4a1c89

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Level. https://jobsbylevel.com/jobs/head-of-operation-transformation-and-excellence-at-prudential-plc-4a1c89.

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