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Role Purpose

The Program Manager, Group Operations is responsible for leading and delivering strategic transformation programs, operational initiatives, and large-scale change efforts across Group Operations. The role ensures initiatives are delivered on time, within scope, and aligned to business objectives while managing stakeholder engagement, governance, risks, dependencies, and benefits realization.

The Program Manager serves as the central point of coordination across business, operations, technology, change, and external partners, ensuring successful execution of complex, cross-functional programs that drive operational excellence, scalability, efficiency, and customer outcomes.

Key Responsibilities

Program Leadership & Delivery

• Lead end-to-end delivery of strategic Group Operations programs and transformation initiatives.
• Develop program strategies, roadmaps, milestones, and implementation plans aligned to organizational priorities.
• Establish and manage program governance structures, workstreams, timelines, budgets, and deliverables.
• Ensure successful execution across multiple projects and interconnected initiatives.
• Drive accountability and delivery discipline across all stakeholders.

Strategic Transformation

• Support implementation of operating model changes, process transformation, automation, digitization, and capability-building programs.
• Identify opportunities to improve operational efficiency, effectiveness, controls, and customer experience.
• Translate strategic objectives into executable initiatives and measurable outcomes.
• Drive continuous improvement and transformation agenda across Group Operations.

Stakeholder Management

• Partner with senior business leaders, operations teams, technology functions, and external vendors to achieve program objectives.
• Build strong relationships across global and regional stakeholders.
• Facilitate executive decision-making through clear reporting, recommendations, and data-driven insights.
• Manage stakeholder expectations and navigate competing priorities.

Multi-Market Implementation 

• Lead coordinated implementation across multiple markets, balancing enterprise-wide consistency with local business, customer, and operational requirements. 

• Define market sequencing, deployment waves, readiness criteria, localization requirements, and transition plans. 

• Partner with market leaders and functional teams to align regulatory, process, technology, data, control, and resource requirements. 

• Manage cross-market dependencies, common design decisions, local deviations, risks, and escalations through clear governance. 

• Establish reusable implementation playbooks, standards, and lessons learned to accelerate replication, adoption, stabilization, and benefits realization across markets. 

Governance, Risk & Dependency Management

• Establish and manage program governance, steering committees, and executive reporting forums.
• Identify and manage risks, issues, assumptions, and dependencies across workstreams.
• Drive mitigation plans and escalation management to ensure program success.
• Ensure compliance with organizational governance standards, regulatory requirements, and control frameworks.

Financial & Resource Management

• Develop and manage program budgets, forecasts, and resource plans.
• Monitor program expenditures and benefits realization.
• Optimize resource allocation across initiatives to maximize delivery outcomes.
• Support business case development and investment decisions.

Change Management & Adoption

• Collaborate with Change Management teams to drive stakeholder engagement and adoption.
• Ensure business readiness through communication, training, and transition planning.
• Support implementation and stabilization activities following deployment.
• Measure adoption and realization of intended business benefits.

Performance Monitoring & Reporting

• Define and track program KPIs, milestones, and success measures.
• Prepare executive dashboards, status reports, and governance updates.
• Provide proactive insights and recommendations to leadership.
• Monitor post-implementation performance and benefits realization.

Qualifications & Experience

Required

• Bachelor's degree in Business, Operations Management, Engineering, Information Technology, Finance, or related discipline.
• 8+ years of experience in Program Management, Transformation, Project Management, Operations Strategy, or Consulting.
• Proven experience leading large-scale, cross-functional business or operational transformation programs.
• Strong understanding of governance, risk management, and strategic delivery frameworks.
• Experience managing senior stakeholders across complex organizational environments.

Preferred

• Experience in Insurance, Financial Services, Shared Services, Global Business Services, or Operations organizations.
• Experience managing digital transformation, automation, AI, or operational excellence initiatives.
• Project or Program Management certifications (PMP, PgMP, MSP, PRINCE2).
• Agile, Lean Six Sigma, or Change Management certifications.

Key Skills

Program & Delivery Management

• Program Governance
• Strategic Planning
• Portfolio & Roadmap Management
• Benefits Realization
• Budget & Resource Management
• Risk & Dependency Management
• Executive Reporting
• Change Implementation

Business & Operations

• Operational Transformation
• Operating Model Design
• Process Improvement
• Operational Excellence
• Workforce and Capacity Planning
• Business Case Development
• Performance Management

Leadership & Influencing

• Executive Stakeholder Management
• Strategic Thinking
• Decision Making
• Negotiation & Influencing
• Cross-functional Leadership
• Collaboration
• Communication & Presentation

Success Measures

• Delivery of programs against agreed scope, schedule, and budget
• Achievement of strategic business outcomes and operational benefits
• Stakeholder satisfaction and executive confidence
• Effective management of risks and dependencies
• Realization of productivity, automation, and efficiency targets
• Improvement in customer and operational performance metrics
• Adoption and sustainability of implemented changes

Ideal Profile

A strategic, results-oriented leader who can successfully manage complex transformation programs across multiple stakeholders, functions, and geographies. The individual should possess strong business acumen, operational experience, and the ability to translate strategy into execution while driving accountability, governance, and measurable business outcomes.

Typical Scope of Programs

• Operations Transformation & Simplification
• Process Automation & AI Enablement
• Customer Operations Excellence
• Service Delivery Optimization
• Workforce Transformation & Capacity Planning
• Global Transition & Migration Programs
• Operating Model Design & Implementation
• Regulatory & Control Enhancement Programs

This role is particularly suited for a senior program leader capable of mobilizing large-scale operational change and ensuring delivery of strategic Group Operations priorities

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.