Manager, Operations Governance

Prudential’s purpose is to be partners for every life and protectors for every future.

The Manager, Operations Governance is responsible for strengthening the governance, risk and control environment across insurance operations. This role manages audit engagements, regulatory requirements, incident and issue management, risk and control assessments, quality assurance and read-across reviews, and provides risk and regulatory advisory to operational teams.

KEY RESPONSIBILITIES:

1. Audit Management

• Act as the central coordinator for internal audit, external audit, regulatory examinations, risk and compliance assurance/read-across review covering insurance operations.
• Manage the end-to-end audit lifecycle, including planning support, information requests, walkthroughs, fieldwork facilitation and management responses.
• Track audit findings and agreed management action plans to timely closure, and validate that remediation is effective and sustainable.

1. Regulatory Requirements & Regulatory Advisory

• Monitor applicable regulatory requirements and assess their impact on operational processes and controls.
• Provide practical risk and regulatory advisory to operations teams, translating regulatory expectations into clear, actionable guidance.

1. Incident and Issue Management

• Manage operational incidents and issues from identification through to root cause analysis, corrective action and closure.
• Ensure incidents are registered in PRISM within the required timeframe and that owners and action plans are clearly defined.

1. Risk and Control Assessment and Review

• Facilitate and review Risk & Control Self-Assessment for in-scope operational processes.
• Assess whether key controls are appropriately designed and operating effectively, document gaps and support follow-up actions.

1. Read-Across Review

• Conduct read-across reviews to assess whether findings, incidents or regulatory issues raised in one area also exist in other operational processes.
• Identify common themes and control gaps, and drive consistent remediation across departments.

1. Timely and Accurate Reporting

• Prepare timely, accurate and insightful governance reports, dashboards and management information for senior management, Risk Committee and the Board.

1. Operations Governance Meeting Management

• Effectively plan, coordinate and manage the Operations Governance Meeting, including agenda, materials, minutes and follow-up actions.

1. People Leadership, Stakeholder Management and Continuous Improvement

• Lead, supervise and develop a team of at least 2 subordinates, allocating work, reviewing quality and building governance capability.

QUALIFICATIONS & REQUIREMENTS:

Qualifications

• Bachelor's degree in Business, Finance, Legal, Risk Management, Insurance, or a related field.
• Professional certifications such as Certified Internal Auditor and International Compliance Association qualifications in advanced regulatory compliance, or equivalent, are an added advantage.

Experience

• Minimum 7 to 10 years of relevant experience in operations governance, audit, risk and control, compliance or quality assurance.
• At least 3 to 5 years in a managerial role, with proven experience leading and supervising a team of at least 2 subordinates.
• Prior experience in life insurance, takaful, banking or financial services is strongly preferred.

Technical and Governance Expertise

• Strong knowledge of risk and control frameworks, including RCSA/RRSA, control design and control testing.
• Solid understanding of audit management, incident and issue management, quality assurance and read-across review.
• Familiarity with governance, risk and control systems such as PRISM or equivalent.

Regulatory and Risk Knowledge

• Good understanding of Malaysian regulatory requirements impacting insurance operations, including relevant BNM policy documents.
• Strong risk and control mindset with the ability to design and assess practical, effective controls.

Skills and Competencies

• Strong analytical, problem-solving and root cause analysis skills.
• Clear and concise written and verbal communication, including executive and Board-level reporting.
• Strong stakeholder management and influencing skills, with the ability to explain governance simply to non-technical audiences.