Job description
A Career with Hang Seng Bank
Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.
We are currently seeking a high caliber professional to join our department as Internal Fraud and Fraud Education Manager
Job Description / Principal Responsibilities
- Fraud awareness and knowledge training and public education for branch staff of HASE and on-us credit card holders respectively.
- From Training Need Analysis (“TNA”), training materials development, enrollment coordination, delivery, accreditation, upto post training feedback consolidation.
- Minimize the time lapse between the latest fraud trend and mitigation strategy in the market and workplace of branch staff.
- Reinforce and echo the bank and credit card issuing business (“CPD”) direction into different internal training modules and public education materials as scheduled.
- Identify the weakness of branch staff and general public cardholders towards fraud mitigation knowledge, awareness, and self-protection on credit card fraud loss.
- Comply with the regulatory requirement on uplifting entire cardholder base general knowledge level on fraud mitigation.
- Uplift the capabilities of branch staff in counteracting fraud attack in order to protect the bank interest.
- Ensure the sustainability of fraud awareness and knowledge against branch staff turnover.
- Responsible for arousing and uplifting internal customer (branch staff) fraud awareness and capabilities in fraud mitigation.
- Responsible for arousing and uplifting customer awareness and capabilities in fraud mitigation
- Responsible for internal fraud incident management and net loss, ensure incident protocol are followed through; timely escalate to senior management in accordance with escalation guideline.
- Cultivate a positive fraud mitigation mindset and code of staff conduct.
- Boost the learning attitude and interest of target audience internally and externally
- Support line manager and the business unit for any ad-hoc requests
Requirements
- University graduate or above, minimum of 5 years’ relevant experience.
- Prior knowledge of fraud, risk & control management is preferred.
- Proficiency in both English and Chinese.
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes.
- Experience in training delivery and presentation.
- With depth knowledge of coordinating, developing, delivering small group training, and massive customer education event management.
Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong.
#LI-HASE