Job Description

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.

1. Policy Administration & Operations

• Process New Business and Renewal policy administration activities accurately and within agreed turnaround times.

• Handle policy issuance, billing, endorsements, renewals, and related servicing requests in line with company standards and regulatory requirements.

• Manage more complex or non‑standard cases independently (Senior Executive), including exceptions and clarifications.

• Ensure all processing is properly documented and compliant with operational guidelines.

2. Email & Case Management

• Manage and respond to incoming emails from shared mailboxes and direct assignments relating to New Business and Renewal cases.

• Provide timely, clear, and professional responses to internal stakeholders, Financial Consultants, and business partners.

• Track, prioritise, and follow up on email requests to ensure service level commitments are met.

• Escalate urgent, complex, or high‑risk cases appropriately while maintaining ownership of follow‑through.

3. Quality Control & Compliance

• Perform quality checks on policy documents, contracts, billing, and correspondence to ensure accuracy and completeness.

• Identify and flag discrepancies, risks, or gaps early, and support timely resolution.

• Adhere to internal controls, audit requirements, and regulatory standards.

• Support internal and external audits by providing documentation and case clarification when required.

4. Process Improvement & System Support

• Identify recurring issues from daily processing or email enquiries and propose practical improvement ideas.

• Participate in process reviews, SOP updates, and continuous improvement initiatives.

• Support User Acceptance Testing (UAT) by executing test cases and validating outputs (Senior Executive may assist with defect tracking and analysis).

• Adapt to new systems, tools, and automation initiatives aimed at improving turnaround time and reducing manual work.

5. Stakeholder Communication & Team Support

• Liaise with internal stakeholders (e.g. New Business, Renewals, Product, Distribution, Operations, and Tech teams) on case matters.

• Provide clear status updates, requirements, and resolutions through email and system notes.

• Support team leads and managers by contributing to workload management and escalation handling.

• Share knowledge, best practices, and learnings to support consistent service delivery across the team.

6. Ad‑hoc & Business Support

• Participate in assigned projects, initiatives, or ad‑hoc tasks to support business needs and operational priorities.

Who we are looking for:

Competencies & Personal Traits

• Good understanding of policy administration processes and insurance fundamentals.

• Strong attention to detail with a commitment to accuracy and quality.

• Able to handle high email volumes while managing processing deadlines effectively.

• Comfortable working in a fast‑paced operational environment.

• Strong written and verbal communication skills, especially in managing email correspondence.

• Good problem‑solving skills with sound judgement on escalation.

• Positive, adaptable, and open to process and system changes.

Working Experience

• 2–4 years’ experience in insurance or insurance‑related operations.

• Experience in Employee Benefits schemes is desirable.

• Knowledge of Group Insurance products (e.g. term life, hospital & surgical plans) is required.

• Proficient in MS Office applications.

Education

·       Diploma or Degree

Language

·       English

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.

Job Requirements