Service Performance & Quality Manager - HSBC Life

HSBC LIFE (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 180,000 - 210,000; Full time

Job summary

HSBC Life (Singapore) Pte. Ltd. is seeking a Service Performance & Quality Manager to lead the service-performance framework, oversee SLAs and governance, and drive continuous improvement across the organization.

The role focuses on aligning risk, control and regulatory requirements while delivering strong stakeholders leadership. The ideal candidate brings experience in complaints operations or operational excellence, with strong RCA skills and proficiency in Excel/Power BI, and a track record

Qualifications

• Proven experience in complaints operations, quality/performance or operational excellence.
• Strong RCA capability to identify systemic causes and actions.
• Ability to influence stakeholders and govern prioritisation of fixes.
• Experience with Lean, Six Sigma or equivalent.
• Proficient in management information and dashboards using Excel/Power BI.
• Experience in improving workflow tooling and automation opportunities.

Responsibilities

• Lead service-performance framework and oversee service-level commitments.
• Monitor performance indicators, SLAs, customer outcomes, resilience and capacity.
• Govern reporting with executive dashboards for senior stakeholders.
• Drive issue resolution with clear owners, recovery plans and deadlines.
• Deliver continuous improvement to simplify processes and strengthen resilience.
• Provide effective stakeholder leadership across Business, Operations, Technology, Risk, Compliance and Transformation.
• Ensure risk, control and regulatory alignment with Risk, Compliance and Internal Audit.
• Lead and develop service-management and performance professionals.

Skills

Complaints operations

Quality/performance

Operational excellence

RCA techniques

Stakeholder mgmt

Lean / Six Sigma

Power BI / Excel

Tools

Excel

Power BI

Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Here you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank.

Insurance is about people, and the promises they make. At HSBC Life in Singapore we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a Service Performance & Quality Manager.

In this role you will:

• Lead service-performance oversight: Establish and maintain the service-performance framework, ensuring services meet agreed standards, customer expectations, operational requirements and service-level commitments.
• Monitor performance and identify emerging issues: Review key performance indicators, service-level agreements, customer outcomes, operational resilience, productivity and capacity. Identify trends, recurring issues and performance deterioration early.
• Strengthen governance and management information: Lead service and performance governance forums, prepare executive dashboards and provide accurate, timely and decision-ready reporting to senior stakeholders.
• Drive issue resolution and escalation: Ensure service incidents, control weaknesses, customer-impacting issues and performance gaps have clear owners, recovery plans, escalation routes and agreed completion dates.
• Deliver continuous improvement: Lead initiatives to simplify processes, improve customer experience, reduce repeat failures, strengthen operational resilience and embed sustainable improvements.
• Provide effective stakeholder leadership: Build strong relationships across Business, Operations, Technology, Risk, Compliance, Finance and Transformation. Influence decisions across functions, regions and delivery partners.
• Ensure risk, control and regulatory alignment: Partner with Risk, Compliance and Internal Audit to maintain effective controls, address findings, support audit readiness and ensure service-performance processes meet relevant requirements.
• Lead and develop high-performing teams: Coach and develop service-management and performance professionals, set clear objectives, encourage accountability and create an inclusive culture focused on collaboration and delivery.

To be successful you will need:

• Bring proven experience in complaints operations, quality/performance or operational excellence
• Apply strong 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
• Use continuous improvement approaches such as 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

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Candidates with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Issued by HSBC Life (Singapore) Pte. Ltd.

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