Service Excellence & Quality Lead

HSBC Holdings plc; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

HSBC Life in Singapore is recruiting a Service Performance & Quality Manager to drive service-performance oversight and governance across Insurance operations. You will monitor KPIs, SLAs and customer outcomes, lead incident recovery, and coordinate senior reporting.

The role emphasizes continuous improvement, risk control alignment, and building a high-performing team. The position is a hybrid role based in Singapore, offering collaboration across Business, Operations, Technology, Risk, and

Qualifications

• Experience in complaints operations, quality/performance or operational excellence.
• Strong RCA capability using structured methods and evidence-based analysis.
• Ability to influence stakeholders and drive governance.
• Experience with Lean, Six Sigma or equivalent continuous improvement approaches.
• Proficient in creating management information and dashboards (Excel/Power BI).
• Knowledge of improving workflows and automation across processes.

Responsibilities

• Lead service-performance oversight: establish and maintain the service-performance framework and ensure services meet standards and SLAs.
• Monitor performance, identify trends, issues, and capacity, and report to senior stakeholders.
• Strengthen governance: lead forums, prepare executive dashboards, provide timely reporting.
• Drive issue resolution: define ownership, recovery plans, escalation routes and dates.
• Deliver continuous improvement: simplify processes, enhance customer experience, reduce failures.
• Provide stakeholder leadership: collaborate across Business, Operations, Technology, Risk and Compliance.
• Ensure risk, control & regulatory alignment with Audit readiness.
• Lead and develop teams: coach service-management professionals and foster accountability.

Skills

Complaints operations

Quality/performance

Operational excellence

RCA capability

Leadership

Stakeholder influence

Tools

Excel

Power BI

Case management

Automation

Job description

HSBC Life in Singapore is recruiting a Service Performance & Quality Manager to drive service-performance oversight and governance across Insurance operations. You will monitor KPIs, SLAs and customer outcomes, lead incident recovery, and coordinate senior reporting.

The role emphasizes continuous improvement, risk control alignment, and building a high-performing team. The position is a hybrid role based in Singapore, offering collaboration across Business, Operations, Technology, Risk, and