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.
The Manager, Claims Project exists to ensure that claims automation, system enhancements, and process changes deliver measurable operational outcomes while meeting regulatory and control expectations. Acting as the business owner and Claims Subject Matter Expert (SME), the role translates claims operating, automation, and regulatory requirements into effective system solutions that enable straight-through processing (STP) uplift, turnaround time (TAT) and SLA improvement, and sustainable cost and quality outcomes.
This role provides end-to-end accountability across the change lifecycle—from requirements definition and solution design through UAT, go-live, and post-implementation stabilisation—ensuring claims systems are fit-for-purpose, scalable, and aligned to target-state operating models, governance standards, and customer experience objectives.
Key Responsibilities :
Own end‑to‑end claims system and automation initiatives, from requirements definition to UAT, go‑live, and post‑implementation stabilisation.
- Translate claims operational, automation, and regulatory requirements into clear, solution‑ready user stories.
- Drive system enhancements that reduce manual intervention, improve accuracy, and increase straight‑through processing (STP).
- Partner closely with Claims Operations, IT, Business Analysts, QA teams, and vendors to deliver sustainable solutions.
- Govern User Acceptance Testing (UAT) and Operational Readiness Testing (ORT), ensuring business readiness and formal sign‑off.
- Analyse operational data, defect trends, and SLA gaps to identify continuous improvement opportunities.
- Ensure all system and automation changes comply with internal governance, regulatory, and data protection requirements.
- Monitor post‑go‑live performance, resolve production issues, and optimise system outcomes.
Qualification and Experience
- Bachelor’s degree in Business Administration, Information Systems, Computer Science, Insurance, Risk Management, Actuarial Studies, or a related discipline.
- 6–8 years of experience in insurance or takaful operations, claims management, or claims system / digital transformation roles.
- Strong understanding of end‑to‑end claims processes, claims operating models, and regulatory requirements.
- Hands‑on experience working with system enhancements, automation initiatives, UAT, or agile / waterfall delivery models.
- Professional insurance or takaful qualifications (FLMI, ALMI, AIII, or equivalent) are an advantage.
- Certification or exposure to Business Analysis, Agile, or Project / Product Delivery is a plus.
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.
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
