Manager, Operations Governance

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. The Manager, Operations Governance is responsible for strengthening the governance, risk and control environment across insurance operations. The 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. The incumbent ensures timely and accurate governance reporting and effectively coordinates the Operations Governance Meeting. This is a hands-on, delivery-focused role that combines governance discipline with practical, business-friendly execution. The incumbent is expected to influence stakeholders, challenge control weaknesses constructively, and embed sustainable governance practices into day-to-day operations, in line with Group standards and Bank Negara Malaysia (BNM) regulatory expectations. KEY RESPONSIBILITIES: 1. Audit Management Act as the central coordinator for internal audit (GwIA), 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. Ensure audit-related controls are correctly updated in PRISM (or equivalent) and tagged with the correct control ID. Escalate overdue or high-risk findings to the Line Manager with clear remediation proposals and timelines. 2. Regulatory Requirements & Regulatory Advisory Monitor applicable regulatory requirements (e.g. BNM policy documents, Group standards) 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. Support compliance change management by ensuring new or revised requirements are reflected in processes, SOPs and controls. Support timely and accurate regulatory submissions and self-identification and remediation (e.g. ISBAM) discipline. 3. 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. Track the agreed management action plans to timely closure, and validate that remediation is effective and sustainable. Review recurring or repeated incidents to identify systemic root causes and prevent recurrence. Maintain the incident register and produce incident analysis for management, Risk Committee and Board reporting. 4. Risk and Control Assessment and Review Facilitate and review Risk & Control Self-Assessment (RCSA) and Risk & Regulatory Self-Assessment (RRSA) for in-scope operational processes. Assess whether key controls are appropriately designed and operating effectively, document gaps and support follow-up actions. Perform test-of-one and periodic control testing for non-in-scope processes, by phases as agreed with the Line Manager. Ensure key controls are accurately updated in PRISM and that any misalignment between RCSA ratings and actual control effectiveness is addressed. 5. 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. Document read-across outcomes and update the relevant controls in PRISM or equivalent. 6. Timely and Accurate Reporting Prepare timely, accurate and insightful governance reports, dashboards and management information for senior management, Risk Committee and the Board. Analyse trends, themes and root causes across audit, incidents, RCSA/RRSA, QA and read-across activities, and recommend corrective actions. Maintain the Operations Governance Action Items Monitoring Worksheet and track all action items to closure. 7. Operations Governance Meeting Management Effectively plan, coordinate and manage the Operations Governance Meeting, including agenda, materials, minutes and follow-up actions. Consolidate inputs from operations, risk, compliance and audit into clear, decision-ready papers. Track decisions and action items to completion and provide status updates to stakeholders and leadership. 8. 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. Build effective working relationships with operations, risk, compliance, internal audit and technology teams. Challenge stakeholders constructively where remediation timelines are not met and drive accountability for closure. Identify opportunities to simplify controls and processes without compromising control effectiveness or regulatory alignment. QUALIFICATIONS & REQUIREMENTS: Qualifications Bachelor's degree in Business, Finance, Legal, Risk Management, Insurance, or a related field. Professional certifications such as Certified Internal Auditor (CIA) and International Compliance Association (ICA) 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. Proven experience working in regulated environments subject to audit and regulatory requirements. 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 (GRC) systems such as PRISM or equivalent. Ability to prepare audit-defensible documentation and evidence of control effectiveness. 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. Well-organised, delivery-focused and able to manage multiple priorities and deadlines. High level of integrity, professionalism and governance discipline. 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.