Program Manager – Group Operations

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 Program Manager, Group Operations is responsible for leading and delivering strategic transformation programs, operational initiatives, and large-scale change efforts across Group Operations. The role ensures initiatives are delivered on time, within scope, and aligned to business objectives while managing stakeholder engagement, governance, risks, dependencies, and benefits realization.
The Program Manager serves as the central point of coordination across business, operations, technology, change, and external partners, ensuring successful execution of complex, cross-functional programs that drive operational excellence, scalability, efficiency, and customer outcomes.
Key Responsibilities
Program Leadership & Delivery
Lead end-to-end delivery of strategic Group Operations programs and transformation initiatives.
Develop program strategies, roadmaps, milestones, and implementation plans aligned to organizational priorities.
Establish and manage program governance structures, workstreams, timelines, budgets, and deliverables.
Ensure successful execution across multiple projects and interconnected initiatives.
Drive accountability and delivery discipline across all stakeholders.
Strategic Transformation
Support implementation of operating model changes, process transformation, automation, digitization, and capability-building programs.
Identify opportunities to improve operational efficiency, effectiveness, controls, and customer experience.
Translate strategic objectives into executable initiatives and measurable outcomes.
Drive continuous improvement and transformation agenda across Group Operations.
Stakeholder Management
Partner with senior business leaders, operations teams, technology functions, and external vendors to achieve program objectives.
Build strong relationships across global and regional stakeholders.
Facilitate executive decision-making through clear reporting, recommendations, and data-driven insights.
Manage stakeholder expectations and navigate competing priorities.
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.
Governance, Risk & Dependency Management
Establish and manage program governance, steering committees, and executive reporting forums.
Identify and manage risks, issues, assumptions, and dependencies across workstreams.
Drive mitigation plans and escalation management to ensure program success.
Ensure compliance with organizational governance standards, regulatory requirements, and control frameworks.
Financial & Resource Management
Develop and manage program budgets, forecasts, and resource plans.
Monitor program expenditures and benefits realization.
Optimize resource allocation across initiatives to maximize delivery outcomes.
Support business case development and investment decisions.
Change Management & Adoption
Collaborate with Change Management teams to drive stakeholder engagement and adoption.
Ensure business readiness through communication, training, and transition planning.
Support implementation and stabilization activities following deployment.
Measure adoption and realization of intended business benefits.
Performance Monitoring & Reporting
Define and track program KPIs, milestones, and success measures.
Prepare executive dashboards, status reports, and governance updates.
Provide proactive insights and recommendations to leadership.
Monitor post-implementation performance and benefits realization.
Qualifications & Experience
Required
Bachelor's degree in Business, Operations Management, Engineering, Information Technology, Finance, or related discipline.
8+ years of experience in Program Management, Transformation, Project Management, Operations Strategy, or Consulting.
Proven experience leading large-scale, cross-functional business or operational transformation programs.
Strong understanding of governance, risk management, and strategic delivery frameworks.
Experience managing senior stakeholders across complex organizational environments.
Preferred
Experience in Insurance, Financial Services, Shared Services, Global Business Services, or Operations organizations.
Experience managing digital transformation, automation, AI, or operational excellence initiatives.
Project or Program Management certifications (PMP, PgMP, MSP, PRINCE2).
Agile, Lean Six Sigma, or Change Management certifications.
Key Skills
Program & Delivery Management
Program Governance
Strategic Planning
Portfolio & Roadmap Management
Benefits Realization
Budget & Resource Management
Risk & Dependency Management
Executive Reporting
Change Implementation
Business & Operations
Operational Transformation
Operating Model Design
Process Improvement
Operational Excellence
Workforce and Capacity Planning
Business Case Development
Performance Management
Leadership & Influencing
Executive Stakeholder Management
Strategic Thinking
Decision Making
Negotiation & Influencing
Cross-functional Leadership
Collaboration
Communication & Presentation
Success Measures
Delivery of programs against agreed scope, schedule, and budget
Achievement of strategic business outcomes and operational benefits
Stakeholder satisfaction and executive confidence
Effective management of risks and dependencies
Realization of productivity, automation, and efficiency targets
Improvement in customer and operational performance metrics
Adoption and sustainability of implemented changes
Ideal Profile
A strategic, results-oriented leader who can successfully manage complex transformation programs across multiple stakeholders, functions, and geographies. The individual should possess strong business acumen, operational experience, and the ability to translate strategy into execution while driving accountability, governance, and measurable business outcomes.
Typical Scope of Programs
Operations Transformation & Simplification
Process Automation & AI Enablement
Customer Operations Excellence
Service Delivery Optimization
Workforce Transformation & Capacity Planning
Global Transition & Migration Programs
Operating Model Design & Implementation
Regulatory & Control Enhancement Programs
This role is particularly suited for a senior program leader capable of mobilizing large-scale operational change and ensuring delivery of strategic Group Operations priorities
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.