Contract Manager, Projects

3 weeks ago

Hong Kong, Hong Kong SAR China Prudential plc Full time

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.

This role will drive, manage and support various projects initiated by Customer Operations and other departments, ensuring successful implementation and delivery by following the prescribed standard and timeline.

Develop and implement ‘Group Administration & Medical’ across Policy Administration & Claims & Customer Service Hotline of Group Medical Business and also ‘Life Claims & Health’ related process improvement through innovation and digitalization, leverage data analytic to call for actions to drive utilization and adoption.

Job Responsibilities:

1. Manage and support ‘Group Administration & Medical’ (including Policy Administration & Claims & Customer Service Hotline) and ‘Life Claims & Health’ related projects from initiation to management of any post implementation issues to achieve company and department KPI:

Maintain and execute according to the agreed roadmap in close cooperation with business stakeholders. Manage the backlog of change requests and agree on shifting priorities with the user community. Drive / facilitate regular project meetings and follow up with project team members as needed to address business, operational, and technical issues. Monitor project issues to ensure timely resolution with minimal impact on progress. Review project implementation documents from the user’s perspective to ensure proper functioning of all related operational systems and workflows. Facilitate the change on customer journey and operational flow of ‘Group Administration & Medical’ across Policy Administration & Claims & Customer Service Hotline & Complaint & Network Panels. Assist Senior Manager to produce effective progress reports to keep top management informed of project status, major risks and issues, scope changes, resources changes, and milestone achievements or setbacks.

2. Anticipate and identify potential issues and emerging business opportunities in Customer Operation during project handling. Develop UAT strategy, review functional specification, prepare/review user acceptance test plan, execute testing/review test result, prepare/review user guide and training to claims operations.

3. Develop comprehensive strategy to increase the adoption and utilization of new operational initiatives and ad hoc research analysis assignments. Utilize data-driven approaches to monitor and optimize adoption rates, making data-based recommendations for improvement.

4. Post system implementation support including but not limited to collecting feedback from end-users for service improvement review, production incident support, post implementation data analysis, recommend best practice to improve overall operational efficiency.

5. Perform ad hoc assignments.

Job Requirements:

Preferably a degree holder in any discipline, with preference given to those in Business Administration, Economics, Finance, Information Technology, Data Science, or a related field. Minimum of 6 years of relevant practical project management experience, with at least 2 years in a management-level role. Experience in leading the delivery of scalable projects. Experience in health care industry. Strong experience in UI/UX and testing/quality assurance. Customer centric mindset in design customer journey. Proficiency in preparing executive report and effectively articulating information to top management. Proficient in verbal and written English and Chinese (Cantonese is a must). Putonghua proficiency is a plus. Agile project management skills with strong knowledge in related tools (e.g., JIRA, Confluence). Proficiency in Microsoft Office, including Excel, PowerPoint, MS project, Access, Visio. Experience in data analysis tools, Bing Chat, ChatGPT, AI model is a plus. Strong presentation, analytical and problem-solving skills with a positive and proactive mindset. Excellent communication skills, ability to develop and maintain strong partnerships with stakeholders and work effectively with people from diverse backgrounds. Capable of working under tight timelines and delivering results.

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