Job description
Business: SSCC/Fraud Operations
Open positions: 1
Role Title: Vice President Operations GSC’s
Global Career Band: 4
Location (Country / City ): Bangalore, Hyderabad
Recruiter Name : Lizy Binu Varughese
The Opportunity:
- Fraud Operations team is an integral part of SSCC Operations. The Fraud Operations team in the GSCs deals with Fraud Detection, Investigation & Mitigation activities with an endeavor to protect our Customers and Bank, from Losses and Fraud Risk. The team comprises of several global processes which support the global businesses across all regions of the group.
- This role is responsible to provide leadership and oversight to the GSCs. To manage the operational activities/challenges of allocated processes amidst changing environment, while ensuring resources match workloads to provide cost effective processing to deliver an efficient, high-quality service within service level agreements. Also ensure that areas of operational risks are identified, monitored and managed effectively to enable business continuity.
Governance and Committee Memberships
- Monthly RTB (Run the Bank) Meetings
What you’ll do:
Principal Accountabilities and Responsibilities
- Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
- Work closely with senior stakeholders and support the offshoring strategy, help draw up and implement strategic initiatives for the business and contribute towards the overall goals of SSCC Operations.
- Help develop matrices, scorecards and status reports to track operational performance across various teams.
- Maintain robust engagement with WFM and Regional Heads to ensure proper capacity planning & forecasting with the objective to right size the GSC team to the expected volume.
- Effectively manage the Headcount against the approved budget for the year.
- Ensure that Fraud Operations team’s exposure to Fraud risk, regulatory and reputational risks is managed, in a commercially sensitive, practical and cost-effective way.
- Work with the broader Fraud and SSCC Operations teams and infrastructure; including the GSC, QA and Production teams to ensure process performance in country, including robust error/defect analysis (cost & quality) based on the standard quality monitoring methodology and risk control assessment.
- Identify performance improvement opportunities and work with key stakeholders to realize the same.
- Support the delivery of appropriate training/refresher programs to improve process and service quality, automation and dashboard reporting, calibration and coaching.
- Review, question and engage with key stakeholders to facilitate the resolution of differences in productivity/MI across regions.
- Lead execution of initiatives across GSC Fraud Operations by supporting the Head of GSC Fraud Operations
- With relevant subject matter experts, drive towards standardization of product, process, systems, and operational models to deliver consistent best in class service.
- Develops and strengthens process and controls within the function.
Customers / Stakeholders
- Regular interaction with key stakeholders to understand the expectations and organization roadmap to ensure that impact and opportunities for the offshore team are identified in time
- Maintain on going communication process with Compliance leadership from systems, regional compliance team, and global business leaders to ensure any impact on the Fraud operations team is understood.
- Be the first point of contact for any new migrations, pilots and expansion in scope & coverage for GSCs, while offering expert advice & guidance to the senior SSCC management & key stakeholders.
- Maintain effective engagement & communication with various GSC stakeholders & peers to ensure appropriate support architecture in terms of desking, IT, HR, Finance
- Act as the escalation point for Regional Heads w.r.t Operational & performance matters related to the GSCs.
Leadership & Teamwork
- Lead the team of Senior managers to work as part of an integrated GSC Fraud Operations Team.
- Be a positive and visible role model, acting as an ambassador for GSC Fraud Ops
- Lead the GSC change agenda for UK including Multiple migrations and re-migrations (that require regular engagement with senior stakeholders, LOBs, Fraud Risk, FM etc..) as well as boundary change with Contact Centre and Major Investigations are in the pipeline for 2022 which have to be overseen closely to closure.
- The role holder will play a key role in delivering RTB & CTB objectives for UK Fraud Operations and also support consolidation of GSCs.
- Constantly review & revamp GSC organization structure in order to adapt to the continuously changing service coverage & landscape, and align it to a more logical, sustainable & scalable & structure
- Establishes and leads an effective, high performing team through communication, performance management, and development planning and reward/recognition practices.
- Fosters and maintains a strong working relationship with business partners as well as with Transformation, SSCC, and other stakeholders and subject matter experts in order to drive & deliver the Transformation Programs
- Continuously work towards streamlining the Operations unit, removing hand offs and championing automation to improve customer journeys.
Operational Effectiveness & Control
- Continually reassess the operational risks associated with and inherent in the business, taking account of changing economic or market conditions, global standards, legal and regulatory requirements, operating procedures and practices, and the impact of new technology
- Oversee operational performance - cost, business outcomes and operational & risk. Leverage best practices and operational efficiencies across teams.
- Work closely with CCO, onshore stakeholders and FM colleagues to help reduce fraud losses significantly.
- Continually review existing processes for opportunities to improve effectiveness and efficiency.
- Review audit reports, compliance reviews etc.. and QA controls within the operational risk database and take appropriate action regarding any significant exceptions.
- Evidence of continuous improvement culture being established and maintained and ideas implemented.
- Own MSII’s on HELIOS and ensure timely, effective & sustainable closure of the same
Requisitos
What you will need to succeed in the role:
Functional Knowledge
Knowledge & Experience / Qualifications
- Strong communication, presentation, influencing and interpersonal skills across all levels
- Knowledge of cultural diversity and ability to work across diverse cultures
- Substantial experience in Operations Management
- Experience in sustaining a high-performance culture even in significantly challenging& rapidly changing environment.
- Knowledge of Fraud Operations desirable.
- In-depth knowledge of HSBC Group’s business, structure and strategy
- Well-developed managerial, analytical, organizational, operational and planning skills
- Wide scope of knowledge and experience in the financial services business including key trends and market knowledge, and products with particular strengths in operations, systems and organization.
- Familiarity with and understanding of regulatory and compliance topics, including Anti-Money Laundering and General Compliance
- Demonstrated skill to quickly grasp complex processes and concepts and make strategic decisions and recommendations across a broad range of subjects. Relies on extensive experience and judgment to plan and accomplish goals
- Capability to organize and prioritize effectively in order to manage diverse activities globally under tight deadlines
- Creativity and latitude is expected including direct communication with department colleagues, business and support department partners, auditors, and other key senior stakeholders and constituents
- Ability to work collaboratively and build strong relationships whilst making material progress across a matrix organisation structure
- Strong organizational skills. Collaborative working style.
- Persistence and courage of their own convictions to follow up on noted quality issues and monitor agreed management actions to address.
- Ability to analyze large amounts of data efficiently, draw conclusions and draft actions as required.
- Highly effective in working with all levels of management and staff. Strong relationship management skills with the ability to manage & engage multiple stakeholders, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner
Others
- Employees must meet performance and behavioral standards as defined in the policy.
- Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
- Application form should be submitted along with the current CV.
- All applicants should inform their respective Line Managers of their application.
- All the completed applications should be submitted on or before the closing date.
- Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
- The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.
- Right to work is required. Local employment rulings and restrictions will apply.
(Or)
Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
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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***Issued By HSBC Electronic Data Processing (India) Private LTD***
Nombre del recruiter
Lizy Varughese
Email del recruiter
lizy.binu.varughese@hsbc.co.in