Assistant Vice President, Fraud Operations

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 organizations in the world, with operations in 62 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 realize their ambitions. 

We are currently seeking an experienced professional to join our team in the role of Assistant Vice President, Fraud Operations

Business: UK Business

 Impact on the Business

• Work closely with the senior leadership team, global and regional/market stakeholders, and global businesses - support the offshoring strategy, help implement strategic initiatives for the business and contribute towards the overall goals of SCC Operations.
• Maintain robust engagement with WFM, Ops Analytics, Global Control Tower, Business stakeholders, to ensure proper capacity planning & forecasting with the objective to right size the Operations team to the expected volume. Review, question and engage with key stakeholders to facilitate the resolution of differences in productivity/MI across regions.
• Work with the broader Fraud and SCC Operations teams and infrastructure; including Ops Support and Ops Transformation teams, to ensure optimal process performance including robust error/defect analysis based on the standard quality monitoring methodology and risk control assessment.
• Identify performance improvement opportunities and work with key stakeholders to realize the same. Support the delivery of appropriate training/refresher programs to improve process and service quality, automation and dashboard reporting, calibration, and coaching.
• Manage execution of global and regional initiatives by supporting the VP Fraud Operations. With relevant subject matter experts, drive towards standardization of product, process, systems, and operational models to deliver consistent best in class service.
• Help develop and implement metrices, scorecards and status reports to track operational performance across various teams

Customers / Stakeholders

• Exhibit a customer-centric mindset consistently stiving to deliver excellent customer experience
• Work in close collaboration with stakeholders and colleagues to understand the expectations and organization roadmap and ensure impact and opportunities for the Operations team are identified promptly
• Be the Ops Point of Contact for execution of new migrations, pilots and expansion in scope & coverage for GSCs, while offering expert advice & guidance to the senior leadership & key stakeholders.
• Maintain effective engagement & communication with various stakeholders & peers to ensure appropriate support architecture in terms of desking, IT, HR, Finance
• Deliver outstanding customer service to all stakeholders. Liaise and work with both Regional and GSC Ops and Fraud Risk colleagues to ensure the best possible experience and outcomes for customers and Function.
• Adapt and share best practices/ success stories from Fraud Operations standpoint across GSCs and Regions.
• Demonstrate the ability to organize and prioritize activities to ensure the role develops momentum through a series of quick wins
• Maintain effective relationships with site leadership team and central global utility teams i.e. IT systems support
• Provide local change support when introducing new interventions/procedures

Leadership & Teamwork

• Lead the team of First- & Second-Line Managers, to work as part of an integrated SCC Fraud Operations Team.
• Be a positive and visible role model, acting as an ambassador for SCC Fraud Ops
• Support execution of the change agenda including multiple migrations and re-migrations
• Establish and lead an effective, high performing team through communication, performance & behaviour management, development planning and reward/recognition practices.
• Foster and maintain a strong working relationship with business partners as well as with Transformation, SCC, other stakeholders and subject matter experts in order to drive & deliver the Transformation Programme
• Continuously work towards streamlining the Operations unit, removing hand offs and championing automation to improve customer journeys.

Operational Effectiveness & Control

• Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
• Ensure that Fraud Operations team's exposure to Fraud risk, regulatory and reputational risks is managed, in a commercially sensitive, practical, and cost-effective way. Develop and strengthen process and controls within the function
• Continually reassess the operational risks associated with and inherent in the business, taking account of changing economic or market conditions, global standards, legal and regulatory requirements, operating procedures and practices, and the impact of new technology
• In conjunction with Ops Risk & Compliance, implement the Group Compliance Policy.
• Adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• Support in managing MAPs and HELIOS, working closely with the Fraud Ops Risk teams
• Maintain HSBC Internal Control standards, including the timely implementation of internal & external audit points together with any issues raised by external regulators

Management of Risk

• To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

Observation of Internal Controls

• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department.  The term compliance embraces all relevant laws, rules and codes with which the business has to apply.
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Qualifications :

Knowledge

• Degree in any discipline and relevant work experience commensurate with the position

Experience

• Employees must meet performance and behavioural standards as defined in the policy.
• People Management experience as the role will require managing large/matrix teams across locations

Skills Required

• Strong leadership skills evidenced by achievement of objectives together with a proven track record of execution in an ever-changing Risk environment    
• Strong relationship management skills with the ability to manage and engage multiple stakeholders, understand their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner
• Highly effective in working with all levels of management and staff and able to influence decision making in a matrix environment
• Ability to work under pressure and communicate well, being accurate and concise, ability to deliver to tight and demanding deadlines
• Experience of working in a high voice/volume environment with minimal supervision and aligned to HSBC values and principles
• Attention to detail and ability to ensure that information is captured in a timely manner.  Resourceful - ability to leverage resources available to achieve goal.
• Excellent reporting, tracking skills and MS Office skills.  Ability to analyse large amounts of data efficiently, draw conclusions on what the data means and actions required
• Flexible, hard working approach, maintaining accuracy and structure to achieve successful outcomes
• Strong team player and motivator, operating effectively across cultures and in multi-cultural diverse work environments
• Demonstrates a strong Risk & Control mindset
• Understanding of Fraud Processes – Desirable

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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