HSBC Group

Business: Global IWPB COO / Global FCS/Global FCS

Open positions: 3

Role Title: AM Fraud operations Design and Support GSC’s

Global Career Band: 7

Location (Country / City ): India- Bangalore

Recruiter Name : Dhanlaxmi Varu

The Opportunity:

Role Purpose

• UK Fraud focuses on the specific financial fraud threats the firm faces now, and in the future, pioneering the techniques and technology that protect our business, our customers, and the many communities in which we operate, from the harms associated with fraud. Fraud harnesses intelligence, analytics, technology, investigation, information sharing, and public-private partnership to achieve this end, always seeking the most effective and efficient means.
• This role will report to the Manager- Fraud Operations Design & Procedures Support, responsible for supporting the management of fraud across the business, supporting the optimisation of Fraud Operations to efficiently prevent, detect, and mitigate fraud for HSBC UK and its customers.
• Where fraud occurs, the Fraud Operations Design team are also responsible for understanding the root cause of any fraud attack, identifying any operational opportunities or failures, and supporting the implementation of solutions through operational change initiatives and procedures.
• The Fraud Operations Design and Procedure Support Role will be key in driving the future development and growth of all existing content held across multiple platforms and leading on the implementation of one universal platform where existing and future content can be housed. 
• Responsibilities will include delivering high quality content for colleagues, across UK Fraud, driving the growth of HSBC UK in the right way by placing customers at the heart of everything they do in an engaging, efficient and sustainable way.
• The role holder will be expected to control, prioritise and implement content change and enhancement, managing their own time to ensure day to day responsibilities are met. They will act as a key interface across UK Fraud Operations, supporting with procedure writing and suggesting/implementing new and improved ways of working to ensure simple, effective operating instructions to the frontline teams.
• They will support the Manager- Fraud Operations Design & Procedures Support in their work, encouraging diversity and differentiation through a deep understanding across all inbound and outbound customer contacts, and Fraud Investigation activity. They will work with their Manager- Fraud Operations Design & Procedures to effectively engage with key stakeholders ensuring the right outcome to validate correct content.

What you’ll do:

The responsibilities of the holder will include;

• Support operational impact assessment of propositions, ensuring adequate planning and control is maintained throughout the project lifespan;
• Adhere to the change delivery framework ensuring that governance activities are completed in a timely manner;
• Alignment of new and existing content held across various platforms to be reviewed, simplified, streamlined and migrated onto universal platform in line with new demand and changes impacting front line businesses;
• Optimisation and simplification of existing content ensuring simple and easy to locate and understand;
• Management & maintenance of all UK Fraud Operations knowledge sources and procedure platforms used by end users to drive one source of the truth and provide intuitive and easy accessibility;
• Spot opportunities to enhance the customer experience through content, owning when within remit, or using relationships to divert to the right area to progress.

Key Accountabilities

Impact on Business, Customers & Stakeholders

• Customer Service Delivery – Supporting their team to help our frontline colleagues to deliver best in class fraud resolution & and customer service across all customer channels, supporting our long-term strategic goals.
• Strategic Partnering – Maintain strong working partnerships with key operational and supporting teams to deliver as one team against our strategic priorities. Ability to build strong relationships, holding internal parties to account in ensuring content and procedural accuracy;
• Leading Change – deliver fit for purpose strategically aligned changes;
• Risk Management – proactively escalate risks within their business area, taking relevant actions and guidance to mitigate identified risks and reporting/escalating risks and issues as required. Maintain adherence to all controls relevant to UK Fraud;
• Commerciality/Entrepreneurship – Demonstrate an entrepreneurial spirit, thinking like a customer and acting like a business owner to support sustainable growth with particular focus on the WPB strategic growth priorities. 

Teamwork

• Employee Value Proposition – Supports the delivery of a compelling employee value proposition for UK Fraud that differentiates us from our peers / competitors leading to a strengthened colleague experience evidenced by, improved snapshot scores (market leading), greater team cohesion and stronger customer outcomes;
• Decision Making – Thriving in an environment of ambiguity, with autonomy, dealing with issues for which there may not be a clear solution whilst being able to provide judgment and clear direction.

Operational Effectiveness & Control

• Provide fraud SME guidance to a wide range stakeholders; 
• Foster and encourage close working relationships between Fraud and Fraud Operations colleagues;
• Ensure adherence to all internal policies and external/regulatory requirements.

Major Challenges

• Be curious around the evolving fraud risk typologies and supporting Manager- Fraud Operations Design and Procedures in making innovative recommendations on ways to keep UK Fraud up to date with developments;
• Demonstrating flexibility and excellent self/work organization skills in a constantly changing environment;
• Contributing to improving service quality when implementing change;

Role Context

• A good understanding of the different business areas of HBUK and a recognition that the fraud environment will need to vary across different businesses;
• The role holder will need to have some knowledge of HSBC UK’s different policies, procedures, and products to support effective dialogue with stakeholders across a range of teams, including LoB, Transformation, Fraud Analytics and Global T&O.
• The role holder will play an important role in ensuring operational readiness and continuous improvement activities are carried out effectively across Fraud Operations;
• The role holder must have some knowledge of Fraud Operations;
• The role holder must have some knowledge of Fraud Operations systems and system architecture.

Management of Risk (Operational Risk / FIM requirements)

• The role holder is accountable to the Manager- Fraud Operations Design and Procedures for the provision of information that allows them to effectively discharge their responsibility for the HSBC UK fraud strategy;
• Supports and manages the delivery of fraud operational design and the performance of operations with the insights needed to deliver the level of fraud loss (risk appetite), customer experience and operational cost determined by the risk owner;
• The role holder will support the continual review and re-assessment of risks and issues within initiatives, taking into account a wide range of factors.

Observation of Internal Controls (Compliance Policy / FIM requirements)

• Maintains HSBC internal control standards, including supporting the timely implementation of internal and external audit points together with any issues raised by external regulators;
• Understands, follows, and demonstrates compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which the jobholder is involved, specifically Internal Controls and any Compliance policy including, inter alia, the Group Compliance policy.

What you will need to succeed in the role:

Knowledge & Experience / Qualifications (For the role – not the role holder)

• Excellent spoken and written communication skills; an ability to communicate with impact, ensuring all information is articulated in a meaningful way to wide and varied audiences.
• Ability to collaborate with stakeholders, both internal and external third-party service providers.
• A track record of understanding and helping to deliver strategy which improves business effectiveness in sustainable ways;
• Evidence of working in high performing teams across different business areas;
• A desire to find ways to continually improve the service delivered to customers with a track record of gaining an understanding of customer’s needs and delivering excellent customer service;
• Build effective networks and created opportunities for others to work collaboratively;
• Have an understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these;
• Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes;
• A flexible and adaptable approach to change with the ability to support others to respond in a similar way;
• A proven track record in achieving deadlines and meeting expectations.

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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