Agency Change Management Manager - Business (Quản lý thay đổi, Kênh Đại Lý)
Prudential · Ho Chi Minh City
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.
Job Purpose / Mục tiêu vị tríThe position is responsible for driving effective adoption of digital transformation initiatives across Agency Distribution by ensuring digital changes are strategically planned, stakeholder-ready, clearly communicated, and sustainably embedded into day-to-day business behaviors.
This role partners with Digital platform teams, Project owners, Technology stakeholders, and Agency business teams to strengthen user adoption, minimize resistance, and improve transformation outcomes across agents, leaders, and GADs.
The role ensures digital transformation is not only launched successfully, but effectively adopted and translated into sustained operational behaviors.
Job Purpose / Mục tiêu vị trí
The position is responsible for driving effective adoption of business transformation and operational change initiatives impacting Agency Distribution. This role partners with Agency business teams and cross-functional stakeholders to ensure changes are strategically planned, stakeholder-ready, clearly communicated, and sustainably embedded into day-to-day business operations and behaviors.
The role focuses on business and operational changes including Agency BAU change initiatives, process changes, policy updates, operating model adjustments, and cross-functional initiatives requiring Agency adoption. The role ensures changes are not only implemented but effectively adopted and sustained across the Agency ecosystem
Job Responsibilities
1) Business Change Strategy & Impact Assessment: Partner with Agency business teams and cross-functional stakeholders to assess business and operational changes impacting Agency Distribution.
- Assessing impacts across agents, leaders, GADs, and Agency stakeholders
- Identify adoption barriers, stakeholder risks, and resistance points
- Evaluate readiness for business and operational changes
- Define structured change approaches aligned with business objectives
- Ensure people, process, and operational impacts are appropriately addressed.
2) Stakeholder Change Planning & Engagement: Design and manage stakeholder-focused approaches for Agency business initiatives
Identify impacted stakeholder groups and required engagement levels
- Define stakeholder engagement and influence strategies
- Partner with business stakeholders to strengthen sponsorship and alignment
- Establish structured two-way feedback mechanisms
- Support change champion or local advocacy mechanisms where relevant
- Proactively manage resistance and stakeholder concerns.
3) Communication & Adoption Enablement: Lead communication and enablement planning to support effective business change adoption
- Develop targeted communication strategies for impacted stakeholder groups
- Ensure messaging is clear, practical, role-relevant, and action-oriented
- Avoid generic one-size-fits-all communication approaches
- Define enablement requirements supporting operational adoption
- Support rollout readiness communication
- Ensuring communication and engagement activities reinforce behavioral adoption.
4) Adoption Monitoring, Reinforcement & Optimization: Monitor digital adoption effectiveness and recommend interventions to improve sustainability
- Track adoption effectiveness, stakeholder response, and engagement quality
- Identify adoption gaps, resistance patterns, and operational barriers
- Consolidate field insights and stakeholder feedback
- Recommend reinforcement interventions to strengthen sustained adoption
- Support post-rollout transition into stable business-as-usual adoption
- Continuously optimize change interventions based on adoption insights.
5) Cross-functional Change Partnership & Governance: Act as the dedicated change partner for Agency-impacting initiatives from business and support functions.
- Partner with Operations, Product, Marketing, Finance, Risk, Compliance, and other relevant stakeholders
- Support structured change planning for initiatives requiring Agency adoption
- Ensure change implications are considered early in initiative planning
- Aligning rollout approaches with Agency business realities and stakeholder capacity
- Provide change management advisory to improve rollout effectiveness and adoption outcomes
6) Event Reinforcement Support: Support business events and engagement initiatives as change reinforcement platforms
- Ensure events reinforce business priorities and behavioral expectations
- Strengthen pre-event, in-event, and post-event communication alignment
- Improve clarity on key messages, expected actions, and post-event focus
- Ensure engagement activities support sustained change outcomes rather than standalone participation
Job Accountability/ Trách nhiệm chính:
- Effectiveness of business change management initiatives impacting Agency Distribution
- Stakeholder readiness and adoption quality for business and operational changes
- Communication and engagement effectiveness for business change initiatives
- Identification and mitigation of adoption risks and resistance
- Sustained embedding of business changes into operational behaviors
- Continuous improvement of business change adoption effectiveness
Knowledge and skills / Kiến thức và kỹ năng:
- Change management
- Strong understanding of structured Change management methodologies
- Experience in stakeholder impact assessment and adoption planning
- Ability to drive behavioral adoption beyond launch execution
- Business transformation
- Understanding of business process and operational challenges
- Ability to translate business initiatives into actionable change strategies
- Strong operational and stakeholder sensitivity
- Stakeholder management
- Strong influencing and collaboration capability across business functions
- Ability to navigate competing priorities and stakeholder complexity
- Confidence in challenging assumptions and driving alignment
- Communication & analytical capability
- Strong communication and storytelling skills
- Ability to simplify complex business changes into practical stakeholder actions
- Analytical mindset with ability to interpret feedback, resistance, and adoption signals
- Execution ownership
- Business partnership mindset
- Resilience
- Problem-solving
- Continuous improvement orientation
Qualifications & Experience / Bằng cấp & kinh nghiệm :
- Bachelor’s degree in business, Management, Communications, Organizational Development, or related disciplines.
- Experience: minimum 5 years of change management, business transformation, project delivery, or related disciplines.
- Proven experience supporting business transformation, operational changes, or stakeholder adoption initiatives
- Strong experience in stakeholder engagement, communication planning, and change adoption
- Experience in insurance, financial services, or large distributed sales organizations preferred
Key Stakeholders:
- Agency leadership & Agency teams
- Field stakeholders (Agents, Leaders, GADs)
- Operation & Technology department
- Marketing
- Product
- Risk/Compliance/Legal
- Finance
- undefined
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.