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Director, Customer Performance Management

Prudential plcHong Kong

22 days ago

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.

At Prudential, we offer comprehensive insurance solution and services for customers across 24 markets in Asia and Africa. We are here to partner with our customers to help them achieve their goals in life, and protect what matter most to them.

We are seeking a detail-oriented and proactive individual to join our Customer Performance team. In this role, you will support the team in delivering customer performance, strategic initiatives, and KPIs. You will engage with local business units to assess and review local-led initiatives and collaborate with the Group Customer team to drive group-led initiatives and cross-functional collaboration.

The ideal candidate will help the Customer team excel by creating engaging presentations, consolidating diverse team contributions, and coordinating project activities to achieve the department's goals. You will also assist with the development of project management documents such as budgets, schedules, scope statements, and project plans. Throughout the project lifecycle, you will liaise with various stakeholders. This role requires excellent communication skills, a keen eye for detail, and the ability to multitask effectively.

Job Responsibilities :

Strategy Development :

Drive Strategy Development & Execution : Lead engagement with local business units to assess and review local-led strategic initiatives for prioritization and execution, including research, feasibility studies, and resource capacity.Execute and refine group-led strategic initiatives.Drive stakeholder support, cross-functional collaboration, and issue resolution on strategic initiatives.Champion customer interests by bringing in the strategic / business perspective to influence cross-functional support.

Performance Management :

Insightful Reporting : Oversee and manage month-end activities, including tracking actual investment spending and monitoring customer performance KPIs. Identify potential risks and opportunities based on performance data.Provide comprehensive and insightful reporting by analyzing both financial and non-financial data. Present key findings and actionable insights to stakeholders to support informed decision-making.

Budget and Financial Management : Take ownership of the budgeting process, including the preparation of budgets, forecasts, and financial results. Clearly explain variances between actual results, budgets, and forecasts to ensure transparency and accuracy.

Governance and Documentation Management :

Support and Coordination : Organize and manage key management meetings, such as GEC sub-committee, CCMO Customer Forum, and Quarterly BU Customer Connect. These includes developing agendas, preparing meeting materials, and following up on action items.

Documentation Management (Knowledge hub) : Maintain and organize high-level governance documents with confidentiality and accessibility, ensuring transparency by keeping accurate records of project documents and communications.

Job Requirements :

Be proactive and highly organised, with exceptional problem-solving skills and the ability to manage multiple priorities in a fast-paced environment

Demonstrate good communication and stakeholder engagement skills, fostering collaboration across diverse teams while maintaining a customer-focused approach

Strong capabilities and experience in project management and / or execution

Strong ability to work independently and be self-driven

Good team player

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Director Management • Hong Kong