Job description
Business: SCC- GSC Fraud Ops
Open positions:1
Role Title: Manager Ops Support GSC’s
Location (Country / City ): India/Hyderabad
Recruiter Name : Kanupriya Mishra
The Opportunity:
- Fraud Operations is an integral part of SCC. The role holder will have to deliver outstanding customer service to all stakeholders. Liaise and work with both Regional and GSC Ops and Fraud Risk colleagues to ensure the best possible experience and outcomes for customers and Function. They also must adopt and share best practices/ success stories from Fraud Operations standpoint across GSCs and Regions. Coordinate activities with COO team and Global Service Leads for Fraud Ops. Accelerate the delivery of Global projects, in driving cost efficiency. Support all migrations to GR sites as the Project Lead, helping to work through roadblocks and address show-stoppers. Produce, interpret and analyse Management Information (MI).
What you’ll do:
Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)
- Assess and identify potential to drive process improvement, rationalization, and consolidation of work from different regions, implement solutions to enhance contribution by Operations.
- Report on relative contribution of GSCs, make recommendations to enhance quality performance and reduce variances. Continuously review key risks and proactively institute controls in place to address the same.
- Monitoring quality to ensure team meets all Quality standards as per PLAs/Metrics. Feedback on monitored cases/calls should be shared timely with team with plans to improve performance. Trends and patterns to be analyzed and shared monthly.
- Ensure delivery of a high-quality service to all customers, showing a willingness to assist with the resolution of issues, queries and complaints in an effective manner, whilst adhering to policies & procedures.
- Leading quality coaching and calibration sessions and sharing top error trends.
- Adopt Procedural Changes after calibrating with relevant stakeholders. Ensure all staff/checkers are using the official procedures in both processing and quality checking and adherence to the latest quality standards manual is key.
- Inspire and coach individuals to go above and beyond when it comes to helping a customer with specific needs to prevent Fraud loss, or poor customer experience.
- Coordinate execution of initiatives across Fraud Operations by supporting the Head of Ops Support, measuring results, and reporting progress to all stakeholders.
- Monitor that the processes are regularly reviewed to identify improvements which will enhance operational and financial effectiveness.
- The incumbent of this role is expected to summarize business priority and enable the effective delivery of projects and analysis.
- Routinely uses management information to monitor and enhance business, projects and system accesses, enforcement of compliance & business policies and people performance.
- Partner with cross-functional teams to devise and execute cost-effective strategies for operational efficiency.
Leadership & Teamwork
- Work as part of an integrated Fraud Operations Team
- Proactively support Fraud Ops teams through direct and indirect actions beyond any suggested, or prescribed, activities particular to this role
- Be a positive and visible role model, acting as an ambassador for Fraud Ops
- Display courageous integrity in all dealing.
- Drive six sigma initiatives in the team to improve efficiency of work processes, resulting in cost reductions and / or increased revenue
- Provide technical/functional leadership to multiple teams and ensure execution of projects/ BAU MIS as per the agreed timelines and with accuracy and quality from the teams
- Cultivate an environment that supports diversity and reflects the HSBC brand.
- Foster a culture of Continuous Improvement, communicating improvements delivered.
- Support idea generation, sharing, prioritisation and implementation across Global Fraud Operations.
- Support achievement of team objectives and participate in development of cohesive teams.
- Build professional relationships with colleagues in other areas.
- Ability to handle escalations and resolve complex process related issues.
Requirements
What you will need to succeed in the role:
Functional Knowledge
- Strong understanding of Fraud Ops business domain, its strategic direction, functional goals, and the required technical expertise.
- Ensures the delivery of information to support the strategic and tactical information needs of Fraud
- Routinely uses management information to monitor and enhance business, projects and system accesses, enforcement of compliance & business policies and people performance.
- Maintain HSBC Internal Control standards, including the timely implementation of internal & external audit points together with any issues raised by external regulators.
- For MI professionals, strong background working with data management, data quality, visualization and dashboard design and regulatory and compliance matters.
- Ability to analyze large amounts of data efficiently, draw conclusions on what the data means and actions required
- An individual with a proven track record of designing and building business management information visualisations or project management.
- Ability to support decisions with sound reasoning. Ability to clearly articulate business and regulatory implications of analysis and findings.
- High quality written and presentation skills with strong attention to detail along with advanced excel skills.
- Strong understanding of banking / HSBC and of how change drives benefits for HSBC, its customers and other stakeholders
Others
- To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- To 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
- In conjunction with BRCM & Compliance, implement the Group Compliance Policy. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators
- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with change is customer behavior.
(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.”
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 (India) Private LTD***
Nom du recruteur
Kanupriya Mishra
Courriel de recruteur
kanupriya.mishra@hsbc.co.in