HSBC Group

Business: Fraud Operations

Open positions: 1

Role Title: Senior Fraud Officer

Global Career Band: 7

Location (Country / City):  India/Bangalore

Recruiter Name:  Srinivasan S

Why join us?

• Fraud Operations is an integral part of Credit Control Services. 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 and manage complex processes in a changing environment, evaluating operational impacts and manage change implementation

What you’ll do:

• The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.
• The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Performance Level Agreements (PLAs). Responsible for relationship building and resolving customer queries / issues, account management in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives / makes customer calls in a call centre environment. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

What you will need to succeed in the role:

• Strong leadership skills – to be able to lead the team in a High Voice environment (E)
• Excellent communication skills both verbal and written (E)
• Knowledge of, and experience in problem solving techniques (E)
• Ability to learn quickly and transfer knowledge appropriately (E)
• Ability to meet tight deadlines (E)
• Strong organization and planning skills along with the ability to handle capacity and MI reporting (E)
• Ability to build rapport with, and relate to a wide range of people (E)
• Decision making based on experience, judgment and Fraud Operations process knowledge (E)
• Self-Driven (E)
• Flexibility to work 24 / 7 working environment in line with business requirements (E)
• Ability to multi-task and work under pressure (E)
• Ability to drive Overall Operating Efficiency in the team (D)
• Ability to challenge the norm and to identify innovative solutions to improve processes and procedures (D)
• Knowledge /Experience in Payments / Fraud Operations (E)
• Specific Skills (If Any)
• 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?
• Manage teams within different sites and capability to drive strict timelines.
• Proven ability to prioritise workload effectively in line with business priorities.
• Reporting and MS Office skills
• Knowledge of Fraud Operations.
• Operates effectively across cultures and in multi-cultural diverse work environments
• Experience of working with multiple regional teams’ desirable.

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(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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