Service Performance & Quality Manager - HSBC Life

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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