Service Performance & Quality Leader

HSBC LIFE (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

HSBC Life (Singapore) Pte. Ltd. is seeking a Service Performance & Quality Manager to drive the service-performance framework, oversee governance forums and deliver actionable dashboards.

You will partner with Risk, Compliance and Operations to ensure controls and reporting are robust, while leading a skilled team focused on continuous improvement across the service function. The role emphasizes data-driven decision making, performance monitoring, and escalation management to sustain

Qualifications

• Proven experience in complaints operations, quality/performance or operational excellence.
• RCA capability using structured methods and evidence to pinpoint systemic causes and actions.
• Influence stakeholders and facilitate governance to prioritise fixes, unblock delivery and secure resources.
• Lean, Six Sigma or equivalent demonstrable experience.
• Produce clear management information and dashboards using tools such as Excel or Power BI.
• Improve workflow tooling including case management platforms and automation opportunities.

Responsibilities

• Lead service-performance oversight: Establish and maintain the service-performance framework, ensuring services meet agreed standards and customer expectations.
• Monitor performance and identify emerging issues across service lines and regions.
• Strengthen governance and management information with executive dashboards and timely reporting.
• Drive issue resolution with clear owners, recovery plans and escalation routes.
• Deliver continuous improvements to simplify processes and enhance customer experience.
• Provide effective stakeholder leadership across Business, Operations, Technology, Risk and Compliance.
• Ensure regulatory alignment and robust controls with Risk, Compliance, and Internal Audit.
• Lead and develop high-performing teams with clear objectives and accountability.

Skills

Complaints ops

Quality/performance

Operational excellence

RCA

Stakeholder influence

Lean/Six Sigma

Excel

Power BI

Case management

Automation

Tools

Power BI

Excel

Job description

HSBC Life (Singapore) Pte. Ltd. is seeking a Service Performance & Quality Manager to drive the service-performance framework, oversee governance forums and deliver actionable dashboards.

You will partner with Risk, Compliance and Operations to ensure controls and reporting are robust, while leading a skilled team focused on continuous improvement across the service function. The role emphasizes data-driven decision making, performance monitoring, and escalation management to sustain