Assistant Manager, Customer
1 week ago
Assistant Manager, Customer & Policy Services, Projects & Operation Excellence Prudential Hong Kong is looking for an experienced Assistant Manager to oversee customer & policy services projects and drive operational excellence. Prudential’s purpose is to be partners for every life and protectors for every future. We foster a culture where diversity is celebrated and inclusion is ensured 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. Job Responsibilities Lead and manage customer operations and cross‑functional projects (new service launches, product revamps, system enhancements, process improvements, regulatory initiatives, journey reviews) ensuring successful delivery aligned with project‑management standards. Prepare user stories based on business requirements and review IT functional design specifications from a business perspective. Support UI/UX workshops and focus groups. Maintain close coordination with relevant functions and business units (IT, Life Administration, Legal, Compliance, Marketing, Sales Channels, etc.) to ensure clear documentation and articulation of user stories. Develop test plans and test cases and conduct user acceptance testing to validate system functions and workflows against business requirements. Prepare user manuals, stakeholder communications, and conduct training sessions for new products or system features to ensure smooth adoption. Conduct post‑implementation reviews, gather user feedback for service improvements, provide production incident support, and perform post‑launch data analysis. Assist the Solutions Manager in preparing ad‑hoc and regular management reports and data analysis for project planning purposes. Job Requirements Bachelor’s degree in any discipline; preferably in Business Administration, Economics, Finance, Information Technology or Data Science. Minimum 5 years of relevant experience in Business Analysis or Customer Operations (experience in insurance or financial services is an asset). Hands‑on experience in the project lifecycle; knowledge of Agile methodology is an advantage. Proficient in written and spoken English and Chinese (Cantonese required; Mandarin is a plus). Strong knowledge of project‑management tools and practices. Proficiency in Microsoft Office (Excel, PowerPoint, MS Project, Access, Visio). Experience with data‑analysis tools is a plus. Familiarity with UI/UX design and quality assurance is an advantage. Excellent communication, negotiation, and interpersonal skills. Strong analytical, problem‑solving, and presentation abilities with a proactive mindset. Ability to translate technical and internal information into customer‑friendly language. Highly organized, creative, and able to multi‑task while being a strong team player. Prudential is an equal opportunity employer. We provide equality of opportunity and 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. #J-18808-Ljbffr
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