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 Business Analyst, Group Operations is responsible for analyzing business processes, identifying improvement opportunities, and supporting the delivery of strategic and operational initiatives across Group Operations. The role works closely with business stakeholders, operations teams, technology partners, and project teams to define requirements, optimize processes, and ensure successful implementation of solutions that enhance operational efficiency, customer outcomes, and business performance.

Key Responsibilities

Business Analysis & Requirements Management

• Engage with stakeholders to understand business challenges, operational requirements, and strategic objectives.
• Elicit, document, analyze, and validate business requirements, user stories, process flows, and functional specifications.
• Translate business needs into actionable requirements for technology and operational teams.
• Facilitate workshops, interviews, and stakeholder discussions to gather requirements and drive alignment.

Process Improvement & Transformation

• Assess current processes and identify opportunities to improve efficiency, service quality, controls, and customer outcomes.
• Support operational transformation initiatives, including process redesign, automation, digitization, and workflow optimization.
• Develop current-state and future-state process maps and operating models.
• Conduct root-cause analysis and recommend practical solutions to business problems.

Project & Change Delivery

• Support end-to-end project delivery from requirements gathering through implementation and post-production stabilization.
• Partner with project managers, developers, operations teams, and business stakeholders to ensure successful execution.
• Assist in solution design reviews, testing activities, training, and deployment planning.
• Support change management activities and business readiness initiatives.

Data Analysis & Reporting

• Analyze operational performance data, trends, and key metrics to support decision-making.
• Develop reports, dashboards, and presentations to communicate insights and recommendations.
• Support business case development through quantitative and qualitative analysis.
• Track project benefits and operational performance improvements.

Testing & Quality Assurance

• Develop test scenarios, test cases, and acceptance criteria.
• Coordinate User Acceptance Testing (UAT) activities and defect resolution.
• Validate delivered solutions against business requirements and expected outcomes.
• Ensure quality standards are maintained throughout implementation.

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. 

Stakeholder & Governance Management

• Build strong relationships across Group Operations, Technology, Risk, Compliance, and Change teams.
• Support governance forums through preparation of documentation, status updates, and decision materials.
• Identify project risks, issues, dependencies, and escalate where appropriate.
• Ensure compliance with internal controls, governance standards, and regulatory requirements.

Qualifications & Experience

Required

• Bachelor's degree in Business, Operations Management, Information Systems, Finance, Engineering, or related discipline.
• 3–7 years of experience in Business Analysis, Process Improvement, Operations Transformation, or Project Delivery.
• Experience working within large-scale operational environments.
• Strong understanding of business process analysis and requirements management.
• Experience supporting cross-functional projects and change initiatives.

Preferred

• Experience within Insurance, Financial Services, Shared Services, or Global Business Services environments.
• Exposure to process automation, workflow tools, digital transformation, or operational excellence initiatives.
• Knowledge of Agile, Waterfall, or hybrid delivery methodologies.
• Experience with Lean Six Sigma, Business Process Management (BPM), or Process Mining tools.

Key Skills

Business & Operations Skills

• Business Analysis
• Process Mapping & Redesign
• Requirements Gathering
• Operational Excellence
• Root Cause Analysis
• Problem Solving
• Stakeholder Management
• Change Impact Assessment
• Documentation & Reporting
• Workshop Facilitation

Technical & Analytical Skills

• Data Analysis and Reporting
• Power BI / Tableau
• Excel Advanced Analytics
• Process Modelling Tools (Visio, Signavio, etc.)
• Jira / Azure DevOps
• Business Case Development
• Testing & UAT Management

Behavioural Competencies

• Strategic Thinking
• Collaboration & Influencing
• Communication & Presentation
• Customer Focus
• Attention to Detail
• Adaptability
• Results Orientation

Success Measures

• Delivery of business requirements on time and with quality
• Process efficiency and productivity improvements achieved
• Reduction in operational issues and manual effort
• Successful implementation of transformation initiatives
• Stakeholder satisfaction and adoption of delivered solutions
• Achievement of project and business outcome targets
• Compliance with governance and regulatory requirements

Ideal Profile

A highly analytical and collaborative professional who can bridge business and technology teams, challenge existing ways of working, and transform operational requirements into practical solutions. The individual should possess strong problem-solving skills, stakeholder management capability, and a passion for driving continuous improvement across Group Operations.

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.