HSBC Group

Open positions: 3

Global Career Band: 5IC

Why join us? 

The successful role holder is responsible to optimize performance results against established objectives, while ensuring compliance with all established policies and procedures. The position will also act as an subject matter expert (SME’s) in the Fraud function in order to support capability enhancements.

The Opportunity:  

The role is accountable to support the Regional Head of Fraud Operations Support to develop and deliver operational best practices in support of the function. The role holder has full responsibility for developing and implementing global standards, providing oversight of operational control functions, development of staff, transformation and strategy execution.

The role holder is expected to manage their team’s performance against their SLAs and to drive an effective planning, forecasting and WFM process. The role holder must ensure effective management of risks and controls including the timely identification and resolution of MSII and the management and timely closure of any MAPs or FCR Assurance findings." 

What you’ll do:     

Impact on the Business

• The role holder is accountable for ensuring ASP fraud operations performance and risk mitigation activity through effective implementation and execution of Fraud capabilities and controls to ensure achievement of business objectives.
• The role will take ownership for leading development of the functional, procedures and standards to deliver optimum business performance, strong control environments and customer-centric function:
• Ensure development of global standards and best practices to ensure day to day activities within the Fraud operations functions have the proper oversight and control framework in place.
• Ensure fraud processes are streamlined in order to reduce costs and optimize operating expenses.
• Conduct enhanced FLOD health checks across the fraud function and direct remediation efforts to ensure risk mitigation.
• Support and monitor operational risk activities including BRCM and RCA assurance testing. 
• Support implementation of fraud operational best practices and standards within assigned region and countries.
• Ensure group fraud standards and policies are implemented effectively and efficiency at the Regional and Country levels.
• Provide SME support to transformational initiatives across the fraud function ensuring that all streamlining targets and enhanced capabilities are delivered per expectation.

Customers/Stakeholders:

• The role holder provides subject matter expertise in the deployment and strengthening of global fraud standards within ASP in the area of operations, operational risk, transformation and process efficiency.   All directed to serve our customers better, demonstrating a concern for their needs and expectations.  The position will play an important role in ensuring effect stakeholder engagement and communication.
• The role holder will also develop relationships and communication channels with other WPB business functions such as DBS, Product team, Contact Center as well as within FCS to ensure an aligned customer journey throughout the fraud and onboarding process.  Position will ensure fraud processes provided an actuate understanding of any and all exceptions to Fraud policy in order to minimize any negative impact to customers or the business.  Within ASP the role holder will collaboratively lead the development of operational improvement activities to deliver enhanced processes, results and control costs through the delivery of customer-centric solutions:
• Ensure Operational Risk Controls are adequate to maintain appropriate fraud risk levels.
• Support and ensure smooth implementation of new technological systems.
• Improve standards for Fraud Quality leading to increases in operational performance and customer satisfaction, ensuring minimum standards are met in Quality areas.

Leadership and Teamwork:

• The role holder will develop and communicate a clear vision, aligned to HSBC’s values, behaviors and goals; inspiring and engaging the regional fraud team to create an inclusive, high performing, customer-centered culture.
• The role will support the setting of expectations to ensure ASP Fraud staff members are full trained and capable of executing on all requirements outlined in policy and procedures.  The position will ensure the function has an effective employee development program in order to achieve operational targets and to retain staff.  Role will also ensure sharing of best practices and the embedding of a best in class coaching culture which optimizes performance while meeting the required standards, and continuously develop their capabilities:
• Lead, develop and/or provide consultation on performance improvement initiatives through communication, operational management, development plans and reward/recognition practices.
• Cultivate an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness and Control:

• Ensure compliance and operational risk controls are implemented, including BRCM activities and adhere to Group Standards and policies.  Assist in management of Quality Assurance and BRCM process to ensure consistent execution of controls and key risk indicator (KRI) reporting.
• Ensure robust FLOD infrastructure is in place across the fraud function with strong engagement with 2LOD (Risk Steward) and business (Risk Owner).
• Ensure effective and proactive management of all internal and external audit and/or review findings at the global, regional, and country levels.  Ensure proper oversight of MSII’s and remediation activities across the function.
• Monitor RCS results of assigned portfolio and ensures staff are in compliance with the established policies and procedures.
• Assess the needs and capabilities of regional and local operations management through a combination of onsite visits, formal health checks, remote collaboration, and make recommendations that would drive improved results.

Major Challenges

• The importance of Fraud to the bank cannot be over-emphasised.  Fraud activities have a significant and immediate impact on the bank’s profitability, reputation and customer experience.  Getting it wrong can have damaging and irretrievable impact.  It is vital that robust strategies, supported by strong Operational capabilities, are in place to ensure success.
• Challenges include, but are not limited to
• Variation in technology solutions and external credit data across countries as well as resource allocation.
• Maintaining Regional and local engagement while driving competing business strategy and objectives.
• Requires an understanding of different cultures around the globe and must identify alternate solutions that fit both Global and Regional needs.

Role Context

• The role holder is required to have extensive experience in leading operations or change, have strong leadership and relationship management skills and be able to act as a subject matter expert across the operations spectrum.  The role holder should also have strong experience and awareness of managing large operations teams and an understanding of the production, people and performance management requirements associated with.  The position will interact extensively with Group and Regional operations support as well as Country Business Partners.  The role holder will be responsible for managing expenses, providing oversight and ensure adherence of Group standards, KPIs and the delivery of improvement initiatives.

Management of Risk

• The role holder will ensure the fair treatment of our customers, both personally and as an organization, is at the heart of everything we do: recognizing the value of the relationship, treating them fairly throughout every interaction and by taking ownership for fully understanding the individual circumstances and needs.
• The role holder will also continually reassess fraud, reputational and operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.  The role holder will address any areas of concern in conjunction with line management and/or the appropriate department, ensuring proper Risks and Controls are implemented and adherence to all Group standards and policies - supporting regional and local partners with implementation of FIM requirements.

Observation of Internal Controls

• The role holder is required to ensure adherence to all quality assurance controls, consistency demonstrating adherence to defined regulatory requirements and fraud operations policies and procedures.
• The role holder is responsible for maintaining HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Role Dimensions
• The jobholder’s responsibilities cover all of the ASP Fraud Operations teams in all relevant locations.      

What you will need to succeed in the role:       

• Seven to Ten years of experience in manager operation or support function.
• Proven track record as a consultant (change management or business transformation) and/or project manager; deep skills and experience related to strategy development and problem solving.
• Knowledge of fraud typologies and operating rhythm is preferred but not essential.
• Excellent knowledge of the change process, project lifecycle and consulting tools and techniques, reengineering methodologies.
• Highly developed conceptual skills (business models, organizational design) and analytical skills (business performance, market & competitive dynamics) to craft and execute sophisticated hypothesis-driven analysis.
• High energy and results oriented as both an individual contributor, and as a member of a team.
• High degree of professionalism and integrity.
• Ability to rapidly form effective relationships and achieve influence at senior levels in the organization.
• Strong working knowledge of multiple functional areas in an operational or consulting capacity.
• Strong stakeholder communication and interpersonal skills, including the capacity to articulate the case for investments and alternatives in the language of business.
• Financial acumen: develop business case, ability to budget, track and control project expenditure.
• Excellent facilitation and leadership skills.
• Excellent negotiation, influence, mediation and conflict management skills.
• Excellent English written & verbal communication skills, other languages an advantage.
• Demonstrated ability to build relationships with key stakeholders and senior leaders.

What additional skills will be good to have?     

• Strong capability for working across cultures and in matrixed organizational structures.
• Understanding and translating change delivery strategy into own team and aligning directions accordingly.
• Knowledge and experience using technology solutions and workflow tools.
• Demonstrated ability to quickly develop an understanding of customer needs and wants in order to deliver compelling value propositions.
• Exposure to target business and operating models and transformation business case models (bottom-up & to-down).
• Understands how technology adds value to the business and to the end customer.     

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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 HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)