Process Improvement and Transformation Manager (2 year contract)

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.

Role purpose
The incumbent will work under the direction of the Lead, Process Improvement and Transformation, supporting the strategic vision by identifying and implementing operational improvements, system enhancements, and best practices within the PRUShield Claims Team. The individual will collaborate with cross-functional teams to drive transformative initiatives aimed at optimizing workflows, reducing inefficiencies, and enhancing service delivery. The role requires a proactive approach to problem-solving and ability to foster a culture of continuous improvement within the division.
Organisation context
This role reports directly to the Lead, Process Improvement and Transformation and will be working closely with different team to improve process and efficiency for the division. Key initiative includes identifying inefficiency and propose solution to enhance system eliminate inefficiency, investigate and review escalations by claim users and propose short term/long term fixes for the team.

Job Description:

• Review all system related feedback/escalation, from claim assessors and servicing team
• Work with tech team/Business Analyst to investigate on issue and identify root cause, interim solution and permanent fix.
• Liaise with claim assessors/servicing team to raise remedyforce tickets.
• Keep track of all open ticket and send regular reminders to technical team on open items.
• Prepare and raise all necessary forms for system patching and table lifting/updates.
• Review and sign off all system patching and table lifting/updates.
• Work with respective claims team's representative to gather requirements and feedbacks.
• Work with Team Lead on identified issues raised by claims user and prioritisation of all requests.
• Review and sign off user story.
• Work with different tech team identifying the effort required for each phase of enhancements including testing and set target for deployment timeline.
• Support QA team on test plan creation ,review and sign off test plans.
• Review all test results to ensure the output is consistent with the requirement before providing signoff.
• Sanction creation for all new staff.
• Provide support on outstanding suspense and hospital recoveries.
• Participate in monthly meeting for each team to gather feedback on system related issues.
• Provide updates and training to claims team on system related enhancements.
• Maintenance of data in LifeAsia/Jireh system - panel/non-panel/Extended panel list
• Ensure timely updates of data provided by MOH in system – Clinics, Cancer Drug List, TOSP/ICD Codes

Who we are looking for:

Competencies & Personal Traits

• System related knowledge is an advantage
• Able to work closely with different team
• Ability to work in a fast pace environment with tight deadlines

Working Experience

• Minimum 5 years of experience, a must to have experience in health/shield claims

Education

• Bachelor’s Degree

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.