Manager, Customer Promise

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Prudential plc Full time
Prudential's purpose is to help people get the most out of life.

We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners.

We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions.

We pledge to make Prudential a place where you can Connect, Grow and Succeed.


The incumbent is responsible for planning, leading, organizing, executing and driving system enhancements, processing reengineering, Straight Through Processing (STP) in support of Claims Customer Journey by providing speed, consistency, and transparency of claims decision, enhancing customer experience, enabling higher Smart Decision rates to achieve or exceed KPI targets and delivering solution that provide strong controls on Fraud, Waste, and Abuse while fulfilling our Claims Philosophy.


  • Driving discussion around work process optimization and collaboration with stakeholders
  • Plan and manage the implementation of the claim's initiatives end to end within the scope, time, and approved budget.
  • Conduct project meetings, monitor project progress and communication to stakeholders
  • Performing user stories analysis, help refine and determine feasibility, correctness, and completeness of the requirements
  • Participate in transitioning the requirements and use cases to technical teams and ensure a clear and complete understanding of the requirements
  • Manage, monitor, conduct and report the User Acceptance Testing (UAT) progress status and provide guidance and support in UAT to ensure it meet the plan timeline
  • Plan and manage pre and post deployment activities to ensure successfully roll out of the deliveries
  • Acting as an interface between technical teams and Product Owners to facilitate planning sessions and ensure work output is as per planned Roadmaps and Backlogs
  • Help put tools, processes, and documentation in place to improve the development of the product
  • Facilitating discussion, decision making, and conflict resolution
  • Assisting with internal and external communication, improving transparency, and radiating information
  • Required to monitor the schedule, project updates and performance and to update the management where necessary
  • Ensure a smooth transition to change and organizationwide successful implementation of change initiatives
  • Monitor team performance and provide a guidance when necessary
  • Undertake projects / other work and duties allocated by management as and when required
  • Continuously attend / involve with training for personal and career development.

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