Business: Fraud Operations
Open positions: 1
Role Title: Manager Operations GSC’S
Global Career Band: 6
Location: Hyderabad
Recruiter Name: Kanupriya Mishra
Why join us?
Fraud Operations is an integral part of Shared services Credit Control. The department deals with Fraud Detection, Prevention and Mitigation and constantly works towards combating financial fraud and protecting the Bank and our customers from losses. The team supports most of the global businesses across all regions of the group.
The Opportunity:
The role holder will have to manage diverse range of processes within Fraud Operations in a 24/7 environment, Manage complex processes in a changing environment, evaluating operational impacts and manage change implementation.
What you’ll do:
Lead and manage the fraud ops teams in Hyderabad which presently is the biggest Fraud Ops GSC. Ensure delivery of best-in-class service standards as agreed with the business stakeholders. Drive a risk management culture and continuously support efforts to mitigate operational risks. Drive high levels of productivity amongst teams and support various process efficiency and cost reduction objectives of the business. Ensure people engagement, escalation management and career progression of your teams. Be a positive role model and support the Fraud Ops leadership team to deliver key objectives.
What you will need to succeed in the role:
- Diploma or degree in any discipline
- Strong leadership skills
- Strong relationship management skills with the ability to manage and engage multiple stakeholders, understand their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner
- Highly effective in working with all levels of management and staff and able to work and influence decision making in a matrix environment
- Strong communication and presentation skills – both verbal and written
- Ability to analyse large amounts of data efficiently, draw conclusions on what the data means and decide actions required
- Resourceful - ability to leverage resources available to achieve goal.
- Experience in managing Contact Centre, Risk, Payments and Investigation Operations will be preferred.
- All applicants must have successfully completed their probation period
- Employees must meet performance and behavioural standards as defined in the policy.
What additional skills will be good to have?
- Graduate in any stream or equivalent.
- Experience or exposure in Fraud Risk and Investigations.
- Knowledge in transaction monitoring and financial investigations.
- Excellent interpersonal skills with the ability to communicate (Verbal/Written) with customers and external parties.
- Highly effective in good conversational skills to engage customer. Good oral and written communication skills.
- Proven critical thinking, personal organizational and time management skills.
- Ability to learn quickly and transfer knowledge appropriately.
- Flexibility to work shifts in 24/7 high voice contact center environment.
- Good organizational skills, ability to handle work independently and thorough understanding of the job objectives
- Knowledge of Fraud Operations (D)
- Operates effectively across cultures and in culturally diverse work environments
- Experience of working with multiple regional teams. (D)
- High level of awareness about Fraud Risk, compliance and money laundering is maintained all times.
- Time management as the job involves financial and reputation risk.
- Good Knowledge on computers and MS Office
Link to Candidate User Guide:
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Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar.
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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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