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 Description

Team Management

• Manage the overall operational, allocate resources to effectively accomplish the work within the define SLA.

• Manage the preparation and maintenance of reports necessary to carry out the functions of the department.

• Prepares periodic reports for management, as necessary or requested, to track activities milestone.

• Plan, evaluate, and improve the efficiency of the team to enhance speed, quality, efficiency, and output.

• Empower team members with skills to improve their confidence, technical skills, and communication skills.

• Conduct quarterly performance reviews with the team and create pleasant working environment that inspires the team.

Operational Excellence

• Provide overview on dashboard and tracking of SLA agreed KPIs.

• Ensure data and customer satisfaction are up-to-date and accurate.

• Leverage operational experience and contribute to global design of standard processes.

• Support process scope and development of S2P/Risk Assess operational processes in line with COE operating model.

• Collect, create, understand, and share best practices from within COE or external best-in-class service organizations.

• Understand, support, and give guidance on relevant IT system at regional level to guarantee an optimized the process.

• Coach the team from time to time on the configuration and master data setup for each business unit.

Stakeholder Management

• Work collaboratively with internal business and function stakeholders including procurement, ITS and internal control.

• Understand business, finance and procurement priorities and strategy.

Compliance & Risk Management

• Collaborate with Platform Lead and Regional Procurement team to establish S2P/Risk Assess internal control.

• Maintain process path compliance through enforcing source to pay/risk assess policies and procedures.

• Ensure that compliance and internal control standards are met, and policies/SOPs are in place in alignment with S2P/Risk Assess core model.

Improvement and enhancement

• Project manage the initiatives and monitor effort/cost savings.

• Continuously explore new ways to consistently improve support or services across the business units.

• Explore functionalities of the ticketing system to support continual improvement of the overall ticketing system.

• Use trend analysis to shape improvements in ticket handling and resolution to increase user experience and reduce ticket volume.

Training and Coaching

• Develop a schedule to assess training for the COE team to skill up their knowledge in S2P/Risk Assess tool.

• Develop monitoring system to ensure the team performing job responsibilities according to training.

• Coach and guide the technical team and be the Subject Matter Expert for all system been managed in-house.

• Well-verse on the list of application/software/integration system within the platform.

Job Requirement

• Bachelor’s degree as a minimum academic qualification

• Excellent written and verbal communication skills

• Strong stakeholder management skills

• A fast learner, self-motivated and able to work in a fast-paced

• Committed and believes in providing quality service to business

• Identifies issues or concerns and works with others to determine an effective course of action

• The ability to clearly articulate solutions to complex technical problems in a clear and simple way

• Strong in program and project management skills with ability to identify problems and define solutions including implementation plan in a structured manner

• Strong understanding of a Source-to-Pay system and its related functionalities, Coupa experience is a plus

• Work efficiently under pressure with little supervision, deliver high level of customer service and follow through with assignments meeting strict deadline

• Proficient in Microsoft Excel, PowerPoint and Word

• Strong technical experience of working with Coupa (Coupa certification is preferred)

• Track record in driving and managing process standardization across countries

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.