HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Fraud Operation Manager - FRAUD MITIGATION SERVICE HASE.

Principal responsibilities

• 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 and MIs produced for the management team.
• Responsible for review, approve or conduct quality checking on fraud cases and maintenance within mandated SLA working days.
• Analyse and recommend actions to improve the performance through case review, approval and quality check.
• Arrange regular catch-up meetings with management and operations to share observations and recommendations and align the quality standard.
• Work closely with the senior management team to ensure that operational capacity is correctly aligned to combat a variety of fraud types.
• Manage procedure to ensure it is up-to-date and compliant with the regulatory requirement.
• Follow up projects for transformation and digitalization.
• 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.

• Experience in a processing environment, preferable with risk related experience.
• Excellent communication skills both verbal and written. (Fluent reading, written and oral Cantonese/Mandarin/English.)
• Knowledge of, and experience in problem solving techniques.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to build rapport with, and relate to a wide range of people.
• Decision making based on experience, judgment and Fraud Operations process knowledge.
• Ability to multi-task and work under pressure, ability to meet tight deadlines.
• Ability to drive key performance parameters in the team.
• Ability to challenge the norm and to identify innovative solutions to improve processes and procedures.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

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.