Manager, Operation Strategy & AI Enablement (Communications & Channel Engagement)

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 Responsibilities:

• Strategic Planning & Executive Reporting:  Formulate and track strategic initiatives across the office's portfolio. Coordinate and complete weekly/monthly ExCo decks, Group-level reporting, and Quarterly Business Reviews end-to-end — from data consolidation and financial analysis to narrative design and final presentation. 
• Channel Engagement & External Communications: Represent Operations and Health teams in agency, bancassurance, and distribution engagements. Draft incident communications, regulatory submissions, industry event speeches, and external presentation materials in collaboration with Governance, IT, and Risk teams. 
• AI Enablement & Agentic Workflow Development: Architect and deploy production-grade AI solutions — agentic workflows, automation bots, and copilots — from scratch using Python, Claude Code, and equivalent tools. Leverage AI platform "Skills" and "Plugins"; use Python via LLM APIs (OpenAI, Anthropic, Google) to build custom solutions when platform restrictions exist. Ensure PDPO/PIPL compliance. 
• AI Video Production & Creative Communications: Produce Apple-launch-calibre keynotes, commercial-grade AI-generated videos (LiblibTV, Kling, Seed Dream, Veo), and AI voice-over content. Automate video production pipelines via workflow orchestration. Edit and post-produce using Final Cut Pro, CapCut, or equivalent. Every deliverable must withstand audit scrutiny. 
• Financial Performance & Cost Centre Management: Own cost centre budgeting, investment case development, ROI calculations, and benefit realisation tracking. Prepare board-level financial reports and variance analyses with absolute numerical precision. 
• Performance Monitoring & Data Analytics: Develop KPIs and dashboards across all operational verticals — lead conversion, callback speed, SLA compliance, APE uplift. Conduct deep-dive analysis using Python, R, SQL, and visualisation tools to surface actionable insights and feed ExCo/QBR narratives. 
• Insurance Expertise & Stakeholder Advisory: Provide in-depth subject matter expertise across underwriting, claims, health servicing, and customer lifecycle — not merely coordinating but actively advising operational leads. Prepare briefings for regulatory meetings and external industry engagements. 

Job Requirements:

• Bachelor's degree in Business Analytics, Data Science, Computer Science, Engineering, or related quantitative field. Master's degree preferred.
• Minimum 4 years of progressive experience in business analytics, AI implementation, or operations optimization within financial services. Proven track record of deploying machine learning solutions and workflow automation in regulated environments.
• Demonstrated capability in AI product ownership, including roadmap development, backlog prioritisation, stakeholder alignment, and delivering scalable, user‑centric AI solutions from concept to production.
• Advanced proficiency in data analytics tools (Python, R, SQL, Tableau/Power BI)
• Experience with AI/ML platforms and Natural Language Processing
• Knowledge of API integration and workflow automation tools
• Familiarity with cloud platforms and data governance frameworks
• Financial Industry operations and customer lifecycle management
• Understanding of Hong Kong regulatory requirements (PDPO, insurance regulations)
• Experience with customer touchpoint optimization and conversion analytics

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.