The Transformation Lead is responsible for leading the various technology and operation excellence initiatives across the organization to ensure alignment of goals and requirements to strategic objectives. The role oversees the delivery of high-quality services to the customers, drives operational efficiency and innovation, ensures attainment of SLAs and KPIs, and fosters a culture of customer satisfaction and high-performing employees.
Responsibilities:
Operational and Tech Excellence
- Lead cross-functional teams to execute strategic initiatives and projects.
- Review and converge business requirements and processes to technical solutions that ensure seamless implementation of the project.
- Identify and recommend key process improvement opportunities using data and insights to improve operational and financial benefits.
- Conduct process discoveries/analysis of existing processes, systems, and workflows to identify potential bottlenecks and opportunities for digital transformation using RPA, AI, Power Automate and workflows.
- Analyze quantitative and qualitative data that will be used for process excellence, continuous improvement, RPA, and digital automation.
- Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).
- Utilize data analytics and process mining tools to monitor and optimize workflows.
- Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote process excellence activity and a continuous improvement culture.
Strategic Leadership and Execution
- Provides oversight for the alignment to the central Project Management Office and appropriate Steering Committees, ensuring opportunities are assessed, selected, and prioritized with a strategic lens and agnostic of tool.
- Solid leadership and organizational skills to effectively influence strategy and decision making across multiple levels of the organization and diverse business & technology groups.
- Provide innovative leadership in driving quality performance.
- Responsible for initiating, planning, executing, controlling and closure of assigned strategic projects with clear ROI showcasing and stakeholder buy-ins.
Change Management
- Drive change management initiatives to support the adoption of new processes and technologies.
- Communicate effectively with stakeholders to ensure smooth transitions and minimize disruptions.
High-Performing People
- Facilitate workshops and trainings that builds people’s process excellence and change management capabilities.
- Lead, inspire and manage the team with oversight on the team’s performance and KPI.
- Conducts regular performance reviews and coaching sessions to the team.
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering or a related field. A Master’s degree or relevant certification (e.g., Six Sigma, PMP) is preferred.
- Minimum of 10 years working on technical and non-technical projects.
- Proven experience of leading a service driven operations with experience of managing an operation through periods of significant growth or change.
- At least 10 years’ experience in quality, data, business analysis, and reporting to validate and demonstrate ROI.
- Expert-level of insurance domain knowledge with at least 5 years experience in life insurance
- Experience in people management.
- Process knowledge such as certifications in Lean Six Sigma, Lean, and Value Stream Management.
- Knowledge in using Business Process Management software and Process Mining systems.
- Experience in using CRM integrations with popular tools like Salesforce or HubSpot.
- Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
- Ability to engage with leaders and employees at all levels across the wider business to achieve goals and objectives.
Join a team who is always asking: what can we do better?
We break down silos to improve our execution-focused approach, so we can use our advantage of scale, discover fresh perspectives, and new modalities of growth.
Prudential is an equal opportunity employer. We provide opportunities for people regardless of their gender, ethnicity, disability status, age, religion, caring responsibilities or sexual orientation. A diversity of skillsets and backgrounds enriches the organisation. Prudential believes that diversity of experience, thought and background is vital to success, both today and in the future.