Senior Service Performance Manager

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further. We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions. We’re currently seeking a results-driven and detail-oriented professional to join our team in the role of Senior Service Performance Manager. This is an exciting opportunity to join our Customer Pillar with UK Commercial Banking. You’ll be responsible for monitoring, analysing, and improving the performance of service delivery across all operation teams providing services to UKCMB. You’ll leverage performance data, customer feedback, and operational insights to elevate service standards, drive efficiency, and ensure alignment with strategic business goals. As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employment package. In This Role You’ll

• Define, track and analyse service KPIs, SLAs, and metrics that drive customer outcomes for UK CMB
• Provide regular impactful performance reports to key stakeholders
• Identify trends, gaps, and areas for improvement in service delivery
• Collaborate and influence Customer Journey Owners, Important Business Service Owners, Service Recipient Owners and their delegates, frontline, business simplification, operations, risk, compliance, product, data, and technology teams to optimize workflows and eliminate inefficiencies.
• Partner with data to develop data-led actionable insights.
• Lead initiatives that enhance customer satisfaction and streamline commercial banking services.
• Serve as a key liaison between frontline teams, operations, and senior leadership to resolve service issues.
• Communicate performance trends, improvement plans, and escalations effectively

To be successful in this role you should meet the following requirements:

• Business management experience within Global / CIB / CMB operations is essential
• Team leadership experience with the ability to motivate, inspire and performance manage a team
• Excellent analytical skills with the ability to draw insights and take appropriate action
• Proficient in data analysis tools, reporting software, and MS Office Suite
• Strong stakeholder management skills with the ability to challenge, influence and deliver the requited outcomes
• Excellent written and verbal communication skills in order to share and present complex information in a clear, concise and accurate way
• A track record of delivering results through others, with strong delegation and supervisory skills

Opening up a world of opportunity Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com .