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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 - HASE FRAUD DETECTION NHC.

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 digitalisationWork 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.