HSBC Group

A Career with Hang Seng Bank 

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services.  We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages. 

We are currently seeking a high caliber professional to join our department as Manager, Fraud Operations.

Responsibilities:

• Oversight the operation of offshore Fraud Investigations Team, Fraud Detection Team and One Dedicated Fraud Call Team responsible for detection, prevention, and mitigation of fraudulent activities to ensure the operation is effective and efficient. 
• Review and investigate complex and significant fraud cases and compile investigation reports to provide findings and identify potential control weaknesses ensuring adherence to all regulatory, internal procedures, service standards and timelines requirements set by the Bank and regulators.
• Review and perform quality check on offshore fraud operations team’s investigation and detection alert handling on suspicious transactions and timely escalate serious or syndicate fraudulent activities for further actions.
• Develop and implement initiatives for process and procedure enhancement based on analysis of fraud trends and defrauding behaviours.
• Review serious or complex operational or control issues, determine and present the optimal options for resolution to mitigate the identified fraud risk, track the response, and ensure appropriate governance.
• Provide stakeholders with advice on the prioritization of fraud controls as well as an escalation route for ineffective operation. 
• Liaise with external stakeholders including legal enforcement agencies and handle urgent cases with immediate fraud risk mitigation.
• Handle and communicate with customer involved in complicated or urgent cases. 
• Liaise with Customer Relations Team and handle serious complaints escalated from HKMA.
• Develop streamlining initiatives, drafting/reviewing procedures and provide training on best practices in the fraud prevention industry to offshore fraud operations team.
• Perform other duties as assigned by line manager.

• University Graduate in Compliance, Banking, Business Administration, Accounting, Finance or related discipline.
• Minimum 5 years of solid experience in fraud operations/ fraud risks/ investigations or relevant disciplines.
• High proficiency in English, Chinese and Putonghua.
• Able to work in rotating shift and non-HASE premises.
• Merchant acquiring / card fraud handling and knowledge of credit card dispute rules and regulations will be an advantage.
• Ability to communicate effectively, embrace change and overcome challenges.
• High level of influencing skills with the ability to communicate on a diverse range of topics to multiple stakeholders.
• Solid experience in overseeing a robust fraud operations team and working with controls that manage fraud risk.
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes.
• Able to cope with pressure and tight deadlines.

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