HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Operations Support Manager - AMH WHOLESALE FRAUDPAYMENT NHC.

Principal responsibilities

• Manage complex processes in a changing environment, and evaluate operational impacts and monitor the implementation of any changes.
• Effectively manage any migration / remigration / boundary change projects, interact with Regional, Global Service Leads and Project teams and Trainers.
• Work as a team of fraud ops support and ensure effective training provided, operating model running effetively and maintaining an effective communication channels.
• Regular meetings with analysts as well as to ensure key messages are shared and strategies aligned.
• Ensure processes and procedures are continually reviewed aligning with global standard and the changes are communicated and implemented effectively.
• Acquire an understanding of GR Fraud Ops processes and associated domain knowledge.

• Analyse complaints and identify effective solutions to address process weaknesses and enhance customer service.
• Oversee Robust Complaints Management is in place.
• Support the team on escalated customer complaints and provide guidance.
• Ensure that internal and external regulatory requirements are met.
• Execute on the strategic initiatives for the department working along with Regional stake holders and GR teams.
• Perform ad-hoc tasks from Fraud Ops Support Team timely.
• Ensure that positive relationships are maintained with internal/ external stakeholders relevant to the fraud risk agenda.
• Support Quality Assurance task, which is a critical aspect of operation support dealing with improving the operations performance and increasing the customer satisfaction which includes identifying areas of opportunity to become better on target delivery and help make it better by providing the support/guidance to operations.
• Support new hires and any other upskill training, which is a key element in the overall Ops Support mechanism which drives knowledge, skills and abilities for the new joiners/ existing resources etc.
• Continuously raise capability and effectively manage self-performance:
• Discuss, agree and document annual objectives.
• Collect and share regular feedback on values-aligned behaviors and performance.
• Proactive participate into discussion on career aspirations and development needs to build a development plan.
• Maintain update knowledge through business, organizational, audit and technological changes,  pertinent internal and regulatory policy as well as procedural changes to ensure audit integrity and service quality.
• Build effective working relationships with key stakeholders in the business, production teams, process managers to evaluate department risk exposure and monitoring implementation of controls.
• Complete other related duties as assigned, including participating in special projects and investigations and change management initiatives.
• Promote an environment that supports diversity and adheres to HSBC Values.
• Actively conduct performance review, coaches and supports team in their development.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

HSBC is 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. 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.