Job description
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.
WPB Chief of Staff
The WPB Chief of Staff function adds further strength to the management team as it plays a vital part in driving the formulation of business strategies and managing business performance. The team supports the business to grow revenues and profitability, while meeting de-risking objectives and maintaining an effective risk management framework. Key responsibilities cover the below areas:
•Support formulation, agreement, and implementation of strategic plans for the business
•Cost structure transformation and management to future proof the bank
•Risk governance to support the management team in risk oversight and decision making
•Provide oversight of fraud management and operations activities
Should you join WPB Chief of Staff, you will have great exposure to the management of key business risk and opportunities. Equipped with experience and knowledge needed, you will have the opportunity to manage and coordinate cross-business activities in WPB, including interacting with and influencing management team across countries, regulators, and other stakeholders. All with an aim to ensure all processes, functions and services within the business are aligned to group policy and local regulations. Last but not least, you will be joining a large team working together to inspire and engage people, develop and communicate purpose led vision, and create an inclusive, high performing, customer-centric culture.
We are currently seeking a high caliber professional to join our department as Manager, Fraud Operations.
Principal responsibilities
- Oversight the operation of offshore Fraud Investigations Team, Fraud Detection Team and Dedicated Fraud Call Team to ensure the operation is effective and efficient and identify potential control weaknesses according to regulatory requirement and internal procedures. Ensure the handling are conducted in a timely manner with full adherence to service standards and timelines set by the Bank and regulators.
- Review and investigate complex and significant fraud cases and compile investigation reports to provide findings and identify potential control weaknesses according to regulatory requirement and internal procedures. Ensure investigations are conducted in a timely manner with full adherence to service standards and timelines set by the Bank and regulators.
- Review and quality check off-shore team’s investigation/detection activities on suspicious transactions, determination of holding customers liable for losses to safeguard the Bank’s interest and escalation of serious or syndicate fraud activities for further actions.
- 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 that involved in complicated or urgent cases.
- Liaise with Customer Relations Team and handle serious complaints escalated from HKMA
- Develop streamlining initiatives, drafting/reviewing procedures, provide training.
- Perform other duties as assigned by line manager
Requirements
- 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
- Business travel might be on rare cases.
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