Job Title: Customer Success Lead (CSL)
Location: Kuala Lumpur (KL) / Bangalore (BLR)
Role Overview
The Project Manager is responsible for
end-to-end programme delivery, transition management, and stakeholder engagement for business functions within the Value Creation Center (VCC).
This role will lead the
planning, execution, and governance of process migration into VCC, ensuring seamless transition to BAU while delivering targeted business outcomes. The Project Manager will partner with Prudential business and process owners to drive
execution excellence, value realization, and operational stability.
The role requires a
strong delivery-focused project manager with expertise in stakeholder management, transformation programs, and process optimization.
Key Responsibilities
- Programme & Project Delivery
- Lead end-to-end project lifecycle (initiation, planning, execution, monitoring, closure) for VCC onboarding and transition initiatives
- Develop and manage project plans, timelines, milestones, and deliverables
- Ensure projects are delivered on time, within scope, and aligned to business objectives
- Manage interdependencies across multiple workstreams
- Transition & Onboarding Management
- Drive process migration and onboarding into VCC, ensuring structured and controlled transition
- Define transition approach including scope, timelines, risks, and success criteria
- Ensure effective knowledge transfer, training, and readiness for BAU operations
- Track and ensure early value realization post-transition
- Stakeholder & Relationship Management
- Act as the primary point of contact for business stakeholders and process owners
- Build strong relationships across Prudential and VCC teams
- Provide regular project updates, governance reporting, and escalation management
- Ensure alignment between business expectations and delivery capabilities
- Governance, Risk & Issue Management
- Establish and maintain project governance frameworks and reporting cadence
- Identify, track, and mitigate risks, issues, and dependencies
- Manage escalations and ensure timely resolution with minimal business disruption
- Ensure compliance with organizational and programme standards
- Performance Tracking & Reporting
- Define and track project and operational KPIs (e.g., delivery milestones, efficiency gains, service stability)
- Provide regular reporting on progress, risks, and benefits realization
- Use data insights to identify improvement opportunities and inform decision-making
- Cross-Functional Collaboration
- Collaborate with operations, technology, and support teams to ensure seamless delivery
- Coordinate across teams to ensure integration of processes and alignment of deliverables
- Communicate business feedback to internal teams to drive improvements
- Continuous Improvement & Value Delivery
- Identify and drive process optimization initiatives within VCC operations
- Support continuous improvement in delivery frameworks, transition methodologies, and service quality
- Ensure delivery aligns with business value objectives and efficiency targets
Qualifications & Experience
- Experience: 35 years of experience in project/programme management, preferably within shared services, transformation, or migration initiatives
- Education: Bachelors degree in Business, Management, or related field
Key Skills & Competencies
- Strong project management and delivery expertise
- Proven ability to manage end-to-end transformation or transition projects
- Excellent stakeholder management and communication skills
- Strong risk management and problem-solving capabilities
- Highly organized with strong planning and execution discipline
- Analytical mindset with the ability to leverage data for decision-making
- Ability to work in fast-paced, matrixed environments
Ideal Candidate Profile
- Delivery-driven and results-oriented
- Experienced in transition, migration, or shared services environments
- Strong communicator with the ability to influence senior stakeholders
- Focused on execution excellence and business value delivery
Project Management
