Director, Claims Program Lead

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.

• Develop/drive the creation (from zero base) of the components of the end-to-end UW risk framework, initially as a proof of concept within one LBU, and then expansion to all in-scope LBUs.
• Lead the day-to-day capability improvement for the Underwriting and Claim best practices to all in-scope LBUs with a high degree of autonomy.

• Effective collaboration with GO, SBG and LBU working level stakeholders.

• Ability to identify areas and practical actions to increase customer centricity and reduce customer attrition while improving NPS across the group.
• Drive functionality expansion with a high degree of autonomy.

• Support the business direction to generate actionable management insights.
• Autonomously work with Group Data analytics to convert outputs from the customer lifecycle platform into actionable insights and management actions and then co-ordinate with LBUs to implement those management actions.
• Also, develop and convert data insights into practical management functions to reduce claims leakage within LBUs.

• Support the broader build out of the group-wide ‘Customer lifecycle’ team and its initiatives.

Job Requirements

• 5 or more years of experience in executive leadership roles; with overall experience in excess of 15+ years.
• Prior experience as COO/Head of Operations/appropriate Group Head role.
• Deeper understanding of technical aspects of underwriting and claims process is must.
• Experience of delivering Group-wide/LBU level Projects and initiatives.
• Excellent leadership skills, with steadfast resolve and personal integrity.
• Understanding of business processes, challenges, resource planning and ability to interpret compliance & regulatory issues.
• Able to drive process improvement across customer touch points.
• Solid grasp of data analysis and performance metrics.
• Data analysis and project management experience required. Strong analytical, problem-solving, and communication skills.
• Ability to diagnose problems quickly and foresee potential issues.

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.