Manager, Customer Centric Solutions

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.

Business Analyst/Scrum Master/Business Relationship Manager to lead end to end initiative delivery for business.

JOB SCOPE:
This incumbent is responsible to make customers healthier & wealthier, and get the most out the life.
- Increase in subscription and download of Pulse App
- Launch new products/ packages solutions to support the 10x growth of our business
- Launch Pulse Superior Customer Care proposition to innovate in the Health, Wealth, E-Payment space and others relevant area.
- Diversify customer wealth offering combining insurance and value-added services to address wealth protection, wealth accumulation and wealth transfer needs.
- Make E-Payment a best in class journey for customer.
- Increase customer engagement, support customer's wealth journey, improve financial literacy and broaden customer reach.

PRINCIPAL DUTIES & RESPONSIBILITIES:

- Drive execution of initiative, Go To Market and GO-LIVE plans with IT & business.
- Playing Business Relationship Manager (BRM) roles to understand business pain point, recommend change/process/solution for business to address the pai point.
- Lead business requirement/user story gathering, working with business to design User Journey, and translate the user story into a technical understandable requirement.
- Work with delivery team to plan/coordinate/follow up on the day-to-day delivery task. Delivery teams are inclusive of local team and regional team.
- Lead the Business Stakeholders - Country BRM - Global Pulse Centre Of Excellence alignment to deliver customer centric service capabilities in the Pulse platform for Malaysia business unit, based on business priorities.
- Coordinate with business user on delivery verification/testing, by designing the test scenario and prepare test data for test execution. Involved in test execution together with business user.
- Take responsibility in ensuring maintenance of existing systems and smooth transitioning to Pulse experience for the business and customers.
- Nurture the culture of innovation to be fostered within the team, and business stakeholders.
- Educate and influence team members and business stakeholders on new ways of working and mindset change toward agility and customer centricity.
- Delivery & reporting of all assigned prioritised projects to the approved quality, timeline and budgets as defined in the business case.
- Building a culture of benefit realisation, change management & innovation in the delivery of assigned projects.
- Proactively resolving any project related interdependencies between the respective project, and escalating if resolution cannot be achieved.
- Ensure delivery progress is updated to stakeholder timely and accurately.

JOB SPECIFICATION:
**Qualifications**:

- Degree from a recognized University preferably in Business, Insurance Studies, Information Technology, Computer Sciences, etc.
- Professional qualification in Life Insurance i.e., Malaysian Insurance Institute (MII), Chartered Institute of Insurance (CII), Life Office Management Association (LOMA), Australian Institute of Insurance (AII), International Claim Association (ICA) or other related to Life Insurance Industry would be an added advantage.
- Certified with PMP / APM / Prince2 / PMI /Scrum would be an advantage.
- Qualified in Agile project management would be an advantage.

Experience
- A minimum of 5-8 years working experience. Experience in Life insurance Industry with basic operational knowledge, knowledge in E-Payment solution, Finance/Banking product would be an added advantage
- At least 2 years of leading a cross functional team with agile methodologies
- At least 3-5 years of hands-on experience of managing requirement/user story gathering.
- Proven experience in proactively managing interdependencies.
- A self-starter and self-organise person required.

Knowledge
- Knowledge in SCRUM and other Agile development methodology
- Articulate and proficient in written and spoken English. Basic knowledge of Asian language will be a value-added advantage
- Exceptional communication skills with the ability to effectively convey complex information at different levels and experience work with a team with talents of diverse backgrounds.
- Exceptional skills in influencing and negotiation to constructively challenge status quo to achieve productive solutions / outcomes.
- Exceptional critical problem solving and change management skills.
- Basic technical knowledge/understanding of technical design will be an added advantage.