Capability and Quality Management Specialist - HSBC Life | Singapore, SG | Hybrid

Capability and Quality Management Specialist - HSBC Life

HSBC Singapore

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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 in Singapore is the combination of AXA Singapore and HSBC Insurance. 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 Capability and Quality Management Specialist.

Principal Responsibilities

• Evaluate individual staff performance through regular quality audits to ensure all customer interactions meet professional, quality and compliance guidelines.
• Conduct regular call sharing with staff to ensure alignment of best practices and high service standards.
• Develop and maintain quality standards and procedures in collaboration with cross-functional teams.
• Conduct thematic analysis examining themes across multiple products, services or processes to identify trends, patterns and common issues.
• Identifying training and development needs through analysing data to identify areas of improvement.
• Supporting in the design of training and development programmes based on the needs of the organization and the individual.
• Supporting in evaluation of training and development programmes.

Requirements

• Degree / Graduate with knowledge/working experience of Singapore Insurance is preferred.
• Demonstrates understanding of customer needs and behaviour.
• Ability to communicate cross functionally.
• Good learning attitude, analytical, problem solving and with good time management skills.
• Excellent interpersonal and communication skills with an ability to write well.
• Experience in a customer service environment or related position, preferably in a financial industry.
• Must be proficient in English language.
• Committed, self-disciplined, Customer Service oriented, able to multitask with an eye for details.
• Ability to work independently, and with high level of initiative in a high pressure and tight timeline environment.
• Team worker, works well under pressure and self-driven.

To be considered for this role, the relevant rights to work in Singapore is required.

You’ll achieve more when you join 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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.