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.
Job Profile Summary
This role in operations is responsible for building and governing an agentic AI workforce across Operations, combining automation (RPA) with AI reasoning and decision support to deliver step-change improvements in efficiency, quality, and customer outcomes. As AI adoption accelerates across the organization, this role ensures Operations’ use of AI is differentiated, governed, high-quality, and value-led rather than fragmented or tactical.
Job Description
Build an Agentic AI Workforce Across Operations
- Design and scale an agentic AI operating model combining RPA with AI to build bots that can be applied across the Operations value chain focusing on scalable tasks across Operations functions. Critical success factor is the ability to partners with SMEs to identify priority operational journeys where AI agents can autonomously execute, assist, or escalate decisions.
- Perform requirement data gathering in order to develop base functionality for the bots and partner with PACS technology team for development
Deploy Co-Pilot Bots for Operational Efficiency
- Lead the design and rollout of co-pilot bots to support Operations workflows
- Deploy co-pilot within Operations analytics to trigger intelligence and build forecasting model for workload planning and potential issues areas
Drive AI use cases development that can be plugged and played across platforms
- Act as the trusted AI advisor for AI use cases that can be scaled and support Operations transformation initiatives, providing guidance on where AI adds material value and advising senior leaders on investment and design decisions
Own the Operations view of AI Rules and Differentiation
- Define and maintain the Operations AI rulebook, including decision boundaries, human-in-the-loop requirements, and consistency of AI behaviour across journeys. Ensure Operations differentiates through decision quality and orchestration, not tool proliferation.
Define and Own the QA and Assurance Strategy for AI
- Establish the AI quality assurance framework for Operations, covering accuracy, stability, bias, drift monitoring, and escalation. Ensure alignment with Group AI governance, ethics principles, and regulatory expectations
Who we are looking for
Competencies & Personal Traits
- Strong communicator and influencer with the ability to build stakeholder relationships and drive organisational outcomes.
- Analytical, commercially astute and solution-oriented, with strong problem-solving capabilities.
- Proactive, resourceful and self-driven, able to work independently in a fast-paced and dynamic environment.
- High level of professionalism, discretion and attention to detail, with strong execution and follow-through.
- Adaptable and growth-oriented, with a passion for continuous improvement, innovation and change.
Education
- Minimum Degree or Diploma with relevant experience
Working Experience
- At least 6-10 years of background in AI, operations management, and experience in supporting and leading AI use cases and projects
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.
Skills Required
- Minimum Degree or Diploma with relevant experience
- At least 6-10 years background in AI and operations management
- Experience supporting and leading AI use cases and projects
- Experience with RPA and building/deploying bots or co-pilot solutions
- Experience defining AI governance, QA, bias and drift monitoring frameworks
- Strong stakeholder management, communication, and ability to partner with technology/SME teams
What We Do
In Asia and Africa, Prudential has been providing familiar, trusted financial security to people for 100 years. Today, headquartered in Hong Kong and London, we are ranked top three in 12 Asian markets with 18 million customers, around 68,000 average monthly active agents and access to over 27,000 bank branches in the region. Prudential is focused on opportunities in the most exciting growth markets in Asia and Africa. With access to over 4 billion people in both these regions, we are investing in broadening our presence and building our leadership in the life and asset management markets. We are committed to making a positive impact on our customers, our employees and our communities by delivering the best savings, health and protection solutions to people so they can get the most out of life. Visit our websites for more information Prudential plc: https://www.prudentialplc.com/ Prudence Foundation: https://www.prudentialplc.com/en/prudence-foundation
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