Lead, VCC Change and Communications

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.

Key Responsibilities

- Change Strategy and Delivery Develop and maintain the overall VCC change management strategy and roadmap across both VCC sites, aligned to the VCC operating model, strategic priorities and transition pipeline.
- Lead change impact assessments, stakeholder analysis, readiness assessments and adoption planning for VCC setup, capability build, transitions and run-state changes.
- Partner with VCC Transition Leads, Customer Success Leads and functional delivery leads to embed change management activities into transition plans from demand intake through go-live and post-go-live stabilization.
- Identify adoption risks, resistance points and stakeholder concerns, and develop practical mitigation actions to support successful implementation.
- Define repeatable change management playbooks, templates, toolkits and standards that can be applied consistently across VCC transitions and capability builds.

- Communications and Engagement Own and execute the VCC communications plan across Malaysia and India, ensuring messages are clear, targeted, timely and aligned with Group and Business Unit narratives.
- Develop leadership messages, briefing notes, town hall content, FAQs, stakeholder packs, talking points, announcements, intranet content, newsletters and other communications materials.
- Translate VCC strategy and operating model updates into compelling, audience-specific narratives for leaders, managers, employees, Business Units, functions and enabling teams.
- Coordinate communications channels across both sites, including leadership cascades, town halls, manager briefings, Viva Engage, intranet pages, digital content and site-based engagement activities.
- Ensure consistent branding, tone of voice and messaging for VCC as a business capability and strategic delivery engine for Prudential.

- Two-Site Change Leadership Lead change and communications planning for both VCC locations, ensuring site-specific needs, cultural considerations, employee experience and stakeholder dynamics are reflected in execution.
- Drive alignment between Malaysia and India site communications, while allowing for local tailoring where needed.
- Partner with site leaders, Facilities, HR, Technology and functional leads to support site launches, leadership visits, engagement events, onboarding activities and employee experience initiatives.
- Ensure both sites have clear channels for feedback, questions and escalation during transitions, operating model changes and capability launches.
- Promote a cohesive VCC identity and culture across locations, reinforcing shared values, ways of working and enterprise outcomes.

- Stakeholder Management and Governance Serve as the primary change and communications advisor to VCC leadership and the VCC Programme Office.
- Build strong working relationships with Group Corporate Affairs, Group HR, Business Unit communications teams, functional leaders and enabling workstreams.
- Support senior leadership engagement by preparing clear narratives, decision materials and change updates for governance forums, steering committees and leadership meetings.
- Manage stakeholder maps and engagement plans for key VCC initiatives, ensuring ownership, sequencing and communications responsibilities are clear.
- Maintain appropriate governance over communications approvals, message consistency, confidentiality and issue management.

- Adoption, Measurement and Continuous Improvement Define and track change and communications effectiveness measures, including engagement, readiness, adoption, feedback, sentiment and post-go-live stabilization indicators.
- Gather lessons learned from VCC transitions, communications campaigns and engagement activities, and convert insights into improved playbooks and best practices.
- Use data and feedback to continuously refine messaging, engagement approaches and adoption interventions.
- Support post-implementation reviews to assess whether change outcomes were achieved and whether additional adoption support is required.
- Champion practical, scalable and reusable change management approaches that enable VCC to support a growing pipeline of enterprise initiatives.

Qualifications

- Bachelor’s degree in Communications, Business Administration, Human Resources, Organisational Psychology, Change Management or a related discipline; master’s degree or professional change certification is preferred.

- Minimum 10 years of experience in change management, communications, transformation, shared services, organisational change or programme delivery roles.

- Proven track record of leading large-scale change and communications programmes across multiple geographies, functions or business units.

- Experience supporting shared services, centres of excellence, offshoring, managed services, operating model change, digital transformation or enterprise capability build is strongly preferred.

- Strong understanding of change management methodologies, stakeholder engagement, communications planning, adoption measurement and employee engagement practices.

- Experience working in a matrixed, cross-cultural environment with senior stakeholders across business, technology, operations, HR, risk and communications functions.

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.