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 - FRAUD MITIGATION SERVICE HASE.

Principal responsibilities

• Responsible for investigating any complex fraud activities or cases referred by Law Enforcement/FCI or pro-active reviews.
• Handle complaint cases referred by internal and external parties including Fraud Mitigation Strategy, Customer Relations, Chargeback, Business etc.
• Engage and provide support to frontlines (i.e. Branch, Contact Center) for fraud-related inquiries.
• Manage the day-to-day operation of an expanding fraud team, ensuring that KPIs are met and regular reports produced for the management team.
• Responsible for review, approve or conduct quality checking on fraud cases within mandated SLA working days.
• Understand and Adherence to Global QA Guidelines and Quality Control Governance; Variance within acceptable levels.
• Accurately make the MIs related to quality assurance; Analyse and recommend actions to improve the performance through case review, approval and quality check; Hold regular Quality calibration with operations team and share the most update performance.
• Apply risk and control measures in evaluation activities to sustain quality control standard.
• Manage procedure to ensure it is up-to-date and compliant with the regulatory requirement.
• Plan and deliver operational trainings; Follow up projects for transformation and digitalisation
• Work closely with the senior management team to ensure that operational capacity is correctly aligned to combat a variety of fraud types.
• The role holder is required to work with considerable autonomy, dealing with issues for which there is no obvious solution while still being able to apply judgment. The job holder is also expected to help guide other colleagues in the team and make suggestions based on their knowledge and experience. Ongoing need to seek and implement efficiency improvements and enhancements to the conformance processes and procedures.

• Experience in a processing environment, 1-2 years in Quality/Training/Complaints Management/Risk Management.
• Strong understanding and knowledge of Operational Risk and Internal Control principles and ability to assess risk trends.
• Good verbal and written communication skills and interpersonal skills.
• Ability to analyze systems, procedures, products and suggest improvements.
• Good analytical skills, together with the ability to support decisions with sound reasoning.
• Problem solving skills with the ability to work independently and to the highest level of accuracy and accountability.
• Ability to work under pressure, both autonomously and within a team and consistently meet tight deadlines.
• Ability to build rapport and engender trust.
• Ability to coach, mentor and drive performance of teams.

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.