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 Fraud Operation 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 and MIs produced for the management team.Responsible for review, approve or conduct quality checking on fraud cases and maintenance within mandated SLA working days.Analyse and recommend actions to improve the performance through case review, approval and quality check.Arrange regular catch-up meetings with management and operations to share observations and recommendations and align the quality standard.Work closely with the senior management team to ensure that operational capacity is correctly aligned to combat a variety of fraud types.Manage procedure to ensure it is up-to-date and compliant with the regulatory requirement.Follow up projects for transformation and digitalization.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.