Director, Agency Strategy & Transformation

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.

This role is a critical execution and change-leadership role at the centre of PruBSN’s 2026–2028 Quantum Leap Agency Transformation agenda, accountable for surfacing structural weaknesses in recruitment quality, leader productivity, regulatory attrition, and digital adoption highlighted in Board and People Initiative papers.
The role operates across Agency, HR, Risk, Compliance, Shariah, Digital and Finance, and is expected to convert transformation intent into measurable BAU uplift.

The role also provides an enterprise-wide connection between recruitment, onboarding, capability building, organizational development and field execution, including differentiated interventions for regional agency demographics and capability needs. It serves as a formal communication and feedback bridge between the Company, Agency Leaders and agency members, helping translate field issues into scalable transformation action.

Key Responsibilities :

1.      Own and execute the Agency Transformation Roadmap

Translate Quantum Leap strategic pillars into executable agency transformation programmes (recruitment quality, activation, top-tier productivity, leader development, operating model uplift).

2.      Redesign agency operating models and governance

Lead redesign of agency TOM including role clarity, incentive alignment, performance management, governance discipline and accountability structures.

3.      Drive agency digital and data enablement

Oversee adoption of agency platforms (e.g. PRUAdvisor / PRUForce), AI-enabled insights, process automation, and data-led performance intelligence to improve productivity and observability.

4.      Fix recruitment and early‑tenure attrition structurally

Transform recruitment selection, onboarding, validation and learning journeys to materially reduce agency terminations driven by regulatory training failures and poor fit.

5.      Build sustainable agency leadership pipelines

Institutionalize future leader development programs using success profiles, capability assessments, and targeted interventions.

6.      Ensure regulatory, Shariah and governance adherence

Partner with Compliance, Risk and Shariah to embed BNM and Shariah expectations into agency processes, training, operating rhythm and decision‑making.

7.      Build in‑house transformation execution capability

Establish and govern Agency Impact Teams / transformation teams with clear KPIs, capability standards and rotation models.

8.      Report transformation, progress and outcomes

Provide clear, evidence‑based reporting to Management and Board on agency KPIs, capability uplift, cost efficiency, regulatory outcomes, and transformation ROI.

9.      Lead strategic agency recruitment and activation

Formulate and execute quality recruitment, agent activity and activation plans with Agency Growth and field leaders; monitor new-recruit action plans and KPIs; strengthen recruitment strategy, onboarding, validation and retention interventions.

10.      Direct agency learning, development and professionalism

Set learning and development strategies, systems, policies, resource plans and performance standards; deliver structured capability programmes that improve professionalism, productivity, selling, presentation, recruitment, leadership and interpersonal capabilities.

11.      Drive organizational development and succession

Establish the organizational effectiveness framework for agency performance management; execute OD interventions, capability assessments, coaching and succession plans aligned with business objectives and leadership-pipeline needs.

12.      Strengthen field engagement, communication and issue resolution

Establish formal channels to disseminate information and capture Agency Leader feedback; support launches, career talks, recruitment activities, incentives and field events; act as an intermediary to resolve agency issues and recommend balanced mitigation plans.

13.      Provide targeted regional agency-force development

Diagnose regional demographics and capability gaps, set annual activity calendars and targeted performance-gap plans, and guide field execution to improve agency productivity, profitability, recruit quality and leader effectiveness, with particular attention to East Malaysia needs.

14.      Guide agency management, conduct and servicing matters

Provide recommendations and evidence-based justification on agency registration, appeals, promotions and terminations; counsel on breaches of Company, industry and regulatory requirements; and facilitate clarity on underwriting, claims and policy-servicing processes through the relevant functions.

15.      Govern recruitment-related programmes and resources

Oversee recruitment support programmes, including financing schemes where applicable, to ensure sustainability, proper controls, measurable outcomes and alignment with transformation priorities.

Qualification and Experiences:

- Degree in Business, Finance, Actuarial Science, Technology or related discipline
- Minimum 12–15 years ’ experience across agency management, transformation, digital enablement and leadership development within insurance/takaful
- Proven track record delivering large‑scale agency transformation across recruitment, productivity, leadership and digitalization
- Strong working knowledge of BNM regulatory expectations , Shariah‑based distribution, and agency governance
- Demonstrated ability to engage EXCO and Board , and lead cross‑functional change under regulatory scrutiny

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.