HSBC Group

Open positions:1

Global Career Band: 6PM

Why join us?

Fraud operation act as a key role of risk control of the bank, it is a critical element of the WPB credit risk management life cycle which minimize potential losses, protect customer and bank interest by effective customer/account activities monitoring, detecting and preventing fraud for credit card, loans, insurance applications, the process includes contact customers to verify the details and take necessary actions based on the responses received from the customers. Review, investigate, remediate and escalate fraud risk matters in line with Global Fraud procedures.

The Opportunity:

The Ops Support Manager is a critical aspect to deal with improving the operations performance and increasing the customer satisfaction which includes identifying areas of opportunity to become better on target delivery and help make it better by providing the support/guidance to operations.

What you’ll do:

• Responsible for investigating any complex fraud activities or cases referred by Law Enforcement/FCI or pro-active reviews.

• Handle complaint cases referred by internal and external parties including Fraud Mitigation Strategy, Customer Relations, Chargeback, Business etc.

• Engage and provide support to frontlines (i.e. Branch, Contact Center) for fraud-related inquiries.

• Manage the day-to-day operation of an expanding fraud team, ensuring that KPIs are met and regular reports produced for the management team.

• Responsible for review, approve or conduct quality checking on fraud cases within mandated SLA working days.

• Understand and Adherence to Global QA Guidelines.

• Variance within acceptable levels.

• Analyse and recommend actions to improve the performance through case review, approval and quality check.

• Adhering to Quality Control Governance.

• Hold regular Quality calibration with operations team and share the most update performance.

• Apply risk and control measures in evaluation activities to sustain quality control standard.

• Recommend quality improvement / process streamline / control enhancement initiatives when appropriate.

• Arrange regular catch-up meetings with management and operations to share observations and recommendations and align the quality standard.

• Accurately make the MIs related to quality assurance.

• Manage procedure to ensure it is up-to-date and compliant with the regulartory requirement.

• Plan and deliver operational trainings.

• Follow up projects for transformation and digitalization.

• Ensure to resouce allocated in a right place including forecasting, scheduling and real time adjustment.

• Well manage the overall shrinkage in acceptable level.

• Make sure the MI data collection on time and accurate.

• Work closely with the senior management team to ensure that operational capacity is correctly aligned to combat a variety of fraud types.

• The role holder is required to work with considerable autonomy, dealing with issues for which there is no obvious solution while still being able to apply judgment. The job holder is also expected to help guide other colleagues in the team and make suggestions based on their knowledge and experience. Ongoing need to seek and implement efficiency improvements and enhancements to the conformance processes and procedures.

What you will need to succeed in the role:

• Diploma or degree in any discipline or relevant work experience commencement with the position.

• Experience in a processing environment.

• Experience of 1-2 years in Quality and Training, Complaints Management and Risk Management.

• Strong understanding and knowledge of Operational Risk and Internal Control principles and ability to assess risk trends.

• Good verbal and written communication skills and interpersonal skills.

• Ability to analyze systems, procedures, products and suggest improvements.

• Good analytical skills, together with the ability to support decisions with sound reasoning.

• Problem solving skills with the ability to work independently and to the highest level of accuracy and accountability.

• Ability to organize work independently and as part of a team.

• Ability to work under pressure, both autonomously and within a team and consistently meet tight deadlines.

• Ability to build rapport and engender trust.

• Strong decision making, negotiation and consultative skills.

• Ability to coach, mentor and drive performance of teams.

• Good at MS- Office and PPT.

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.)