Lead - VCC Business Management

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.

Key Responsibilities

• Performance Management
  • Oversee measurement and enhancement of VCC's performance.
  • Develop and implement VCC performance management processes to support the achievement of VCC objectives ensuring alignment to Group strategy and goals.
  • Manage the performance standards definition process for the VCC, working with the program delivery leads to ensure each initiated transition defines SLAs and KPIs that meets the overall VCC performance standards
  • Establish regular cadence with key stakeholders
  • Provide guidance to functional heads and delivery leads on the functional business performance management process
  • Design and implement incentive programs to drive performance and productivity improvement
• Performance Dashboards and Reporting
  • Lead the build and design of the VCC performance dashboards that shall be released regularly to VCC management team and functional areas to aid in proactive risk management and decision making
  • Analyse business performance data, identify trends and areas for improvement in the VCC service delivery and operations
  • Proactively identify, manage and resolve risks and issues in the identified performance measures for the VCC and per function
  • Manage the release of VCC regular reports to key VCC stakeholders within the VCC organization and Center and LBUs 
• Benefit Tracking
  • Develop and implement frameworks including appropriate governance mechanisms for tracking benefits and outcomes of VCC initiatives.
  • Manage collection, and maintain accurate VCC database for HC, costs and target benefits  
  • Monitor and regularly report the benefits including variances, triggering necessary management actions
  • Support VCC stakeholders on developing business cases aligning to Group strategy

Qualifications

• Experience: Minimum of 5 years of experience in a business performance management, data management, portfolio or project management role.
• Education: Bachelor’s degree in Business, Management, or a related field.
• Proven experience in portfolio or project management with exposure in a shared services or value creation environment

Skills:

• Reporting capability and Data-driven problem solving and decision making skills
• Adaptability by thriving in a fast-paced (shared site/service) environment.
• Strong analytical skills with the ability to connect interrelated elements to help in the overall planning to interpret data and report on customer metrics/health and make informed decisions.
• Customer-focused with a proven track record of managing and nurturing client relationships and strong understanding of customer success principles, best practices, and performance metrics.
• Excellent communication and interpersonal skills with the ability to build relationships at all levels of an organization.

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.