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 Associate Manager, HRIS Support is a hands-on operational role responsible for delivering day-to-day support for Workday and other HR systems. The role manages user enquiries, resolves system issues, and supports HR users across the organisation, while also providing coordination and guidance to team member(s).Working closely with HR stakeholders across LBUs, the role handles escalated matters, supports service continuity, and contributes to a positive user experience across Prudential's HR systems landscape. The role operates within established procedures and under the guidance of senior HRIS colleagues, while progressively taking on greater ownership of assigned deliverables.
Key Responsibilities
HRIS Case Management & User Support
- Act as a key operational contact for Workday and HR system enquiries received from employees, managers and HR users across the organisation.
- Manage assigned cases from intake through to resolution, applying established procedures, knowledge articles and support documentation.
- Handle routine and moderately complex HR system issues independently, and escalate complex or high-risk cases to HRIS Specialists, SMEs or Leads promptly.
- Maintain accurate and up-to-date case records, resolution notes and follow-up actions within the ticket management system.
- Provide timely updates to users throughout the case lifecycle, using clear, layman language to explain issues, actions taken and next steps.
Workday Administration & Operational Support
- Perform day-to-day Workday administration activities, including user access maintenance, approved data updates and system data management.
- Execute mass data uploads and validation activities based on approved requests and documented procedures.
- Conduct data quality checks and prepare validation reports for stakeholder review prior to production updates.
- Support organisation and worker data maintenance activities in accordance with established governance and controls.
Stakeholder Engagement & LBU Coordination
- Engage HR stakeholders across LBUs on operational HRIS support matters, including case triage, escalation handling and service alignment.
- Coordinate with LBU HR teams to resolve escalations, clarify requirements and align on expectations for service delivery.
- Represent the HRIS Support team in operational meetings and cross-team coordination as needed.
Team Coordination & Support
- Support the day-to-day coordination of the HRIS Support team, including allocating case ownership and workload where appropriate.
- Provide on-the-job guidance and coaching to team members, particularly on standard procedures, systems and case handling.
- Assist new member(s) on basic processes, systems and tools as needed.
- Monitor case backlog and service quality within the team and contribute to timely resolution.
Reporting & Knowledge Management
- Generate standard and moderately complex reports using established Workday reporting tools in response to approved business requests.
- Maintain and update FAQs, user guides and knowledge articles to support user self-service and consistent messaging.
- Support the delivery of user briefings and process walkthroughs to HR users and stakeholders.
Continuous Improvement
- Identify recurring issues and trends from support cases and share observations with HRIS Specialists and Leads.
- Contribute to team improvement initiatives aimed at enhancing user experience and operational efficiency.
- Participate in testing and validation activities relating to system fixes, enhancements and releases.
Qualifications and Experience
- Bachelor's degree in Information Systems, Human Resources, Business Administration or a related discipline.
- 4–5+ years of experience in HR systems support, shared services, service desk or a related operational support environment.
- Experience supporting Workday, ServiceNow or similar HRIS and case management tools is preferred.
- Experience engaging HR stakeholders across multiple business units, geographies or entities is preferred, particularly on escalation and coordination matters.
- Familiarity with ticket management and service level management processes.
- Working knowledge of HR processes and employee lifecycle activities is desirable.
Key Competencies
- Customer-focused and service-oriented mindset.
- Attention to detail and commitment to data accuracy and hygiene.
- Good written and verbal communication skills.
- Ability to organise and prioritise workload effectively.
- Ability to engage HR stakeholders across LBUs on operational and escalation matters.
- Ability to apply established procedures and exercise sound judgment in structured situations.
- Collaborative and proactive approach to team support and continuous improvement.
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.