HSBC Group

Business: Global IWPB COO / Global FCS/Global FCS

Open positions: 3

Role Title: AVP, UK Fraud Ops Design GSC’s

Global Career Band: 5

Location (Country / City ): India- Hyderabad

Recruiter Name : Dhanlaxmi Varu

The Opportunity:

Role Purpose

• UK Fraud focuses on the specific financial fraud threats the firm faces now, and in the future, pioneering the techniques and technology that protect our business, our customers, and the many communities in which we operate, from the harms associated with fraud. Fraud harnesses intelligence, analytics, technology, investigation, information sharing, and public-private partnership to achieve this end, always seeking the most effective and efficient means.
• This role will report to the VP- Operations Transformation, responsible for the management of fraud across the business, ensuring that fraud operations are fully optimised to efficiently prevent, detect, and mitigate fraud for HSBC UK and its customers.
• Where fraud occurs, the Fraud Operations Design team are also responsible for understanding the root cause of any fraud attack, identifying any operational opportunities or failures, and supporting the implementation of solutions through operational change initiatives and procedures.
• The individual will play a key role in operational readiness and improvement activities across Fraud Operations to address fraud by typology/business function e.g., Payment Fraud, Card Fraud, Lending/First Party Fraud, CMB etc.

What you’ll do:

The responsibilities of the holder will include;

• Work alongside the Snr Ops Design Mgr in leading deployments from Transformation Programmes- including those being delivered outside of Fraud Operations- to ensure that Fraud Operations is ready and able to accept the impact of such changes;
• Collaborate with the broader fraud community or business lines to facilitate the effective implementation of change within Fraud Operations;
• Ensure all risks and issues impacting successful implementation are recognised, monitored, and escalated as appropriate;
• Lead reviews and activities in pursuit of sustainable cost reduction initiatives- driving improvements to department efficiency, productivity, and quality;
• Coordinate regular reviews of processes, working with key stakeholders to drive business performance – striving to achieve a balance between reducing fraud losses and delivering excellent customer experience;
• Alignment of new and existing procedural content held across various platforms to be reviewed, simplified, streamlined and migrated onto universal platform in line with new demand and changes impacting front line businesses;
• Optimisation and simplification of existing content ensuring simple and easy to locate and understand;
• Own the management, maintenance and governance of all UK Fraud Operations knowledge sources and procedure platforms used by end users to drive one source of the truth and provide intuitive and easy accessibility;
• Lead their team around the optimisation and simplification of existing content ensuring it is simple and easy to understand;
• Encourage their team to spot opportunities to enhance the customer experience.

Key Accountabilities

Impact on Business

• Provide subject matter expertise on behalf of HBUK Operations to Fraud management and a range of key stakeholders.
• Ensure that UK Fraud Ops requirements are accurately captured and submitted to Change & Transformation programmes, working closely with peers in FCD&D to ensure alignment with key controls.
• Drive the delivery of a continuous programme of operational improvements that increase efficiency across Fraud Operations.
• Ensure all risks and issues impacting successful implementation are noted, monitored and escalated as appropriate.

Customers / Stakeholders

• Maintain a strong focus on identifying opportunities to streamline, simplify and optimise customer journeys, ensuring that customer excellence is at the center of everything we do;
• Support the introduction and operationalisation of new capabilities, intended to protect, support and educate our customers;
• Promote the development of colleague capability, driving towards the delivery of best in class customer service, where empathy and understanding are front and centre;
• Collaborate with project managers, business analysts and colleagues in relevant teams to implement change initiatives in a safe a timely manner;
• Evidence collaboration with other Fraud and Financial Crime Risk teams in delivery of business projects & initiatives with a view to reducing fraud losses and enhancing customer experience;
• Support the development of procedure change delivery framework, ensuring that change is implemented in a consistent and appropriately governed manner;
• Develop a culture of coaching & development within the department, seeking to continuously improve both the quality and efficiency of service.

Leadership & Teamwork

• Provide support to business stakeholders on all aspects of fraud and root cause analysis of operational events providing advice and guidance on application, suitability and effectiveness;
• Build an environment/culture where new ideas are actively encouraged and fully considered in pursuit of improved customer service, reduced risk, or improved work environment;
• Provide and create evidence and artifacts that support UK Fraud decision making;
• Build and nurture a culture of continuous improvement and people development through effective use of coaching;
• Hold regular meetings with department heads and team members, providing updates on the change portfolio, encouraging dialogue re prioritisation/ potential & identified risks/absorbability concerns etc. whilst pro-actively encouraging new ideas and feedback;
• Work closely in partnership with colleagues in FCR, Analytics, IT and Compliance to deploy enhancements to of Fraud Operations processes.

Operational Effectiveness & Control

• Provides fraud SME guidance to stakeholders; 
• Ensure effective communication of new principles and procedures to teams;
• Support the closure of any operational gaps within the fraud strategy identified through insight gathered;
• Provide challenge and escalation for in-scope controls that are sub optimal/inefficient and contribute to solutions with responsible control owners;
• Foster and encourage close working relationships between Fraud and Fraud Operations colleagues;
• Ensure adherence to all internal policies and external/regulatory requirements.

Major Challenges

• Support the delivery of optimised strategies through strong operational and control design;
• Maintaining a deep understating of the evolving fraud risk typologies and making innovative recommendations on ways to keep UK Fraud up to date with developments;
• Creating an urgency, pace, and collaboration across Fraud Operations;
• Maintaining and continually improving service quality when implementing change;
• To be flexible and adaptable in an environment of changing priorities, challenging bureaucracy, and staying true to the values and strategy;

Role Context

• A thorough understanding of the different business areas of HBUK and a recognition that the fraud environment will need to vary across different businesses;
• The role holder will need to have a broad knowledge of HSBC UK’s different policies, procedures, and products to support effective dialogue with stakeholders across a range of teams, including LoB, Transformation, Fraud Analytics and Global T&O;
• The role holder will play a pivotal role in ensuring operational readiness and continuous improvement activities are carried out effectively across Fraud Operations;
• The role holder must have a detailed knowledge of Fraud Operations;
• The role holder must have in-depth knowledge of Fraud operations systems and system architecture.

Role Dimensions

• The jobholder’s responsibilities cover the support of fraud control design through detection systems, operational processes, policy and driven by insights from root cause analysis, trends, and the broader financial market.

Management of Risk (Operational Risk / FIM requirements)

• The role holder is accountable to the Senior Mgr Operations Design for the provision of information that allows them to effectively discharge their responsibility for the HSBC UK fraud strategy;
• Supports and manages the delivery of fraud operational design and the performance of operations with the insights needed to deliver the level of fraud loss (risk appetite), customer experience and operational cost determined by the risk owner;
• The role holder will support the continual review and re-assessment of risks and issues within initiatives, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new processes.

Observation of Internal Controls (Compliance Policy / FIM requirements)

• Maintains HSBC internal control standards, including supporting the timely implementation of internal and external audit points together with any issues raised by external regulators;
• Understands, follows, and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

What you will need to succeed in the role:

Knowledge & Experience / Qualifications (For the role – not the role holder)

• The role holder will ideally have proven expertise in change management within an Operations function;
• Detailed knowledge of HBUK products, policies and processes;
• Preferably have experience of working in an environment supported by Fraud management/operational systems;
• Relevant work experience in a risk environment prefered FLoD or SLoD;
• Experience of designing and developing new processes and ways of working within a Fraud Strategy/Analytics/Operations/Policy function preferred;
• Proven ability to build and develop mutually beneficial relationships at all levels;
• Ability to drive a continuous improvement culture, focusing driving operational efficiencies whilst delivering best in class customer service;
• Experience in operational readiness, post-live support and monitoring,and the effective embedding of change.

Link to Candidate User Guide:

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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.”

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