Service Performance & Quality Leader

HSBC; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

HSBC Life Singapore is recruiting for a Service Performance & Quality Manager to lead service-performance oversight and governance across Life insurance operations. You will drive issue resolution, improvements, and cross-functional collaboration with Risk, Compliance, and Transformation teams.

The role emphasizes building a high-performing team, delivering KPI-driven reporting, and ensuring compliance with control frameworks, with a focus on customer outcomes and operational resilience.

Qualifications

• Experience in complaints operations, quality/performance or operational excellence.
• Strong RCA capability using structured methods and evidence to pinpoint systemic causes and actions.
• Influence stakeholders and facilitate governance to prioritise fixes and unblock delivery.
• Lean, Six Sigma or equivalent continuous improvement approach.
• Proficiency in creating management information and dashboards (Excel/Power BI).
• Experience with case management platforms and automation opportunities.

Responsibilities

• Lead service-performance oversight: establish and maintain the service-performance framework and SLAs.
• Monitor performance, identify issues, review KPIs, and assess customer outcomes and resilience.
• Strengthen governance: run governance forums and provide timely reporting to senior stakeholders.
• Drive issue resolution: ensure incidents have owners, recovery plans and dates.
• Deliver continuous improvement: simplify processes and embed lasting improvements.
• Provide effective stakeholder leadership across functions, regions and partners.
• Ensure alignment with risk, controls and regulatory requirements with Risk, Compliance and Audit.
• Lead and develop high-performing teams in service-management.

Skills

Complaints operations

RCA capability

Stakeholder management

Lean/Six Sigma mindset

Process improvement

Tools

Power BI

Excel

Job description

HSBC Life Singapore is recruiting for a Service Performance & Quality Manager to lead service-performance oversight and governance across Life insurance operations. You will drive issue resolution, improvements, and cross-functional collaboration with Risk, Compliance, and Transformation teams.

The role emphasizes building a high-performing team, delivering KPI-driven reporting, and ensuring compliance with control frameworks, with a focus on customer outcomes and operational resilience.