Job 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
The Head of Operations leads end-to-end operational delivery across the life insurance value chain, including New Business Underwriting, Claims, Policy Service (POS), and Customer Service.
This role is accountable for operational excellence, transformation, and building a scalable, efficient, and customer-centric operating model that improves service quality, strengthens controls, and supports sustainable growth.

Key Responsibilities

1. End‑to‑End Operations Leadership

• Provide leadership oversight of New Business Underwriting, Claims, Policy Service (POS), and Customer Service.
• Ensure seamless, efficient, and consistent customer journeys across onboarding, claims, and servicing.
• Drive standardization, process discipline, and operational control across all functions.

2. Operations Transformation & Excellence

• Lead operations transformation to improve Straight-Through Processing (STP), reduce turnaround times, and enhance customer experience.
• Design and implement a scalable operating model that supports growth, productivity, and cost efficiency.
• Drive continuous improvement through process simplification, optimization, and performance discipline.

3. Technology & Digital Enablement

• Partner with Technology teams to improve operational efficiency through automation, workflow optimization, and digital solutions.
• Support delivery of key initiatives such as CRM, claims platforms, and digital servicing capabilities.
• Continuously improve the end-to-end customer journey through better use of technology and data.

4. Financial & Risk Management

• Lead budget planning, forecasting, and cost management across operations while improving productivity and scalability.
• Ensure strong operational risk management, internal controls, and regulatory compliance.
• Maintain effective governance frameworks to support disciplined execution and risk oversight.

5. Talent & Organization Development

• Build and lead a high-performing operations organization with strong bench strength, succession planning, and capability development.
• Foster a culture of accountability, ownership, and continuous improvement.
• Lead employee engagement and development initiatives to strengthen team capability and resilience.

6. Governance, Quality Assurance, Risk & Controls

• Review and improve end-to-end processes to strengthen quality control across underwriting, claims, and servicing.
• Ensure timely closure of audit findings and disciplined remediation of control gaps.
• Proactively identify and mitigate operational risks while maintaining strong internal controls and regulatory compliance.
• Partner cross-functionally with Distribution, Product Development, Risk, Compliance, and Finance.

Direct Reports

• Head of New Business Underwriting, Head of Claims, Head of Policy Service, Head of Customer Service, CRM/CC platform owner, and Digital Servicing platform owner.

Collaborate with:

• Head of Tech & Ops Governance
• Head of Tech & Ops Portfolio and Performance

Key Success Metrics

• Improvement in STP rates across underwriting, claims, and servicing
• Reduction in turnaround times (TAT)
• Customer satisfaction / NPS improvements
• Cost‑to‑serve optimization
• Audit findings closure timelines and control effectiveness
• Operational risk and compliance metrics
• Employee engagement and capability development

Qualifications & Experience (Minimum Requirements)

• Bachelor’s degree in Business, Finance, Insurance, or a related field; Master’s preferred.
• 15+ years of experience in insurance or financial services operations, with 8-10 years in senior leadership roles managing large-scale operations.
• Proven track record in end-to-end insurance operations, transformation, and modernization.
• Strong experience driving automation, digitalization, and STP improvement.
• Sound understanding of governance, risk management, regulatory requirements, and cost management principles.

Key Competencies

• Strategic thinking with strong execution capability
• Operational excellence and transformation leadership
• Customer-centric mindset and strong analytical skills
• Senior stakeholder management and influencing capability
• Leadership, talent development, and resilience in complex environments

Preferred Attributes

• Experience in emerging markets and Group or regional operating models
• Strong track record of partnering with Technology to drive transformation

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.