ASP Head of Fraud Operations Support

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 ASP Head of Fraud Operations Support - Wealth & Personal Banking

Principal responsibilities

Impact on the Business

The role holder is accountable for ensuring ASP fraud operations performance and risk mitigation activity through effective implementation and execution of Fraud capabilities and controls to ensure achievement of business objectives. The role will take ownership for leading development of the functional, procedures and standards to deliver optimum business performance, strong control environments and customer-centric function: Ensure development of global standards and best practices to ensure day to day activities within the Fraud operations functions have the proper oversight and control framework in place. Ensure fraud processes are streamlined in order to reduce costs and optimize operating expenses. Conduct enhanced FLOD health checks across the fraud function and direct remediation efforts to ensure risk mitigation. Direct and monitor operational risk activities including BRCM and RCA assurance testing. Role will ensure function is performing as an effective control owner. Direct implementation of fraud operational best practices and standards within assigned region and countries. Ensure group fraud standards and policies are implemented effectively and efficiency at the Regional and Country levels. Provide SME support to transformational initiatives across the fraud function ensuring that all streamlining targets and enhanced capabilities are delivered per expectation.

Customers/Stakeholders:

The role holder provide subject matter expertise in the deployment and strengthening of global fraud standards within ASP in the area of operations, operational risk, transformation and process efficiency. All directed to serve our customers better; demonstrating a concern for their needs and expectations. The position will play an important role in ensuring effect stakeholder engagement and communication. The role holder will also develop relationships and communication channels with other WPB business functions such as DBS, Product team, Contact Center as well as within FCS to ensure an aligned customer journey throughout the fraud and onboarding process. Position will ensure fraud processes provided an actuate understanding of any and all exceptions to Fraud policy in order to minimize any negative impact to customers or the business. Within ASP the role holder will collaboratively lead the development of operational improvement activities to deliver enhanced processes, results and control costs through the delivery of customer-centric solutions: Ensure Operational Risk Controls are adequate to maintain appropriate fraud risk levels. Support and ensure smooth implementation of new technological systems within collection operations. Improve standards for FraudQuality leading to increases in operational performance and customer satisfaction, ensuring minimum standards are met in Quality areas.

Leadership and Teamwork:

Within ASP the role holder will develop and communicate a clear vision, aligned to HSBC’s values, behaviors and goals; inspiring and engaging the regional fraud team to create an inclusive, high performing, customer-centered culture. The role will support the setting of expectations to ensure ASP Fraud staff members are full trained and capable of excuting on all requirements outlined in policy and procedures. The position will ensure the function has an effective employee development program in order to achieve operational targets and to retain staff. Role will also ensure sharing of best practices and the embedding of a best in class coaching culture which optimizes performance while meeting the required standards, and continuously develop their capabilities: Lead, develop and/or provide consultation on performance improvement initiatives through communication, operational management, development plans and reward/recognition practices. Cultivate an environment that supports diversity and reflects the HSBC brand. Develop and ensure implementation of Employee Development programs which improve individual and team performance, onboard process and overall organization retention rates.

Operational Effectiveness and Control:

Ensure compliance and operational risk controls are implemented, including BRCM activities and adhere to Group Standards and policies. Assist in management of Quality Assurance and BRCM process to ensure consistent execution of controls and key risk indicator (KRI) reporting. Ensure robust FLOD infrastructure is in place across the fraud function with strong engagement with 2LOD (Risk Steward) and business (Risk Owner). Ensure effective and proactive management of all internal and external audit and/or review findings at the global, regional and country levels. Ensure proper oversight of MSII’s and remediation acitivities across the function. Monitor RCS results of assigned portfolio and ensures staff are in compliance with the established policies and procedures Assess the needs and capabilities of regional and local operations management through a combination of onsite visits, formal health checks, remote collaboration, and make recommendations that would drive improved results.

Major Challenges

The importance of Fraud to the bank cannot be over-emphasised. Fraud activities have a significant and immediate impact on the bank’s profitability, reputation and customer experience. Getting it wrong can have damaging and irretrievable impact. It is vital that robust strategies, supported by strong Operational capabilities, are in place to ensure success.

Challenges include, but are not limited to

Variation in techonology solutions and external credit data across countries as well as resource allocation. Maintaining Regional and local engagement while driving competing business strategy and objectives. Requires an understanding of different cultures around the globe and must identify alternate solutions that fit both Global and Regional needs.

Role Context

The role holder is required to have extensive experience in leading operations or change, have strong leadership and relationship management skills and be able to act as a subject matter expert across the operations spectrum. The role holder should also have strong experience and awareness of managing large operations teams and an understanding of the production, people and performance management requirements associated with. The position will interact extensively with Group and Regional operations support as well as Country Business Partners. The role holder will be responsible for managing expenses, providing oversight and ensure adherence of Group standards, KPIs and the delivery of improvement initiatives.

Management of Risk

The role holder will ensure the fair treatment of our customers, both personally and as an organization, is at the heart of everything we do: recognizing the value of the relationship, treating them fairly throughout every interaction and by taking ownership for fully understanding the individual circumstances and needs. The role holder will also continually reassess fraud, reputational and operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. The role holder will address any areas of concern in conjunction with line management and/or the appropriate department, ensuring proper Risks and Controls are implemented and adherence to all Group standards and policies - supporting regional and local partners with implementation of FIM requirements.

Observation of Internal Controls

The role holder is required to ensure adherence to all quality assurance controls, consistency demonstrating adherence to defined regulatory requirements and fraud operations policies and procedures. The role holder is responsible for maintaining HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Role Dimensions

The jobholder’s responsibilities cover all of the ASP Fraud Operations teams in all relevant locations.  Requirements Seven to Ten years of experience managing within operations Proven track record as a consultant (change management or business transformation) and/or project manager; deep skills and experience related to strategy development and problem solving. Knowledge of fraud typoogies and operating rhythm is preferred but not essential. Excellent knowledge of the change process, project lifecycle and consulting tools and techniques, reengineering methodologies. Highly developed conceptual skills (business models, organizational design) and analytical skills (business performance, market & competitive dynamics) to craft and execute sophisticated hypothesis-driven analysis. High energy and results oriented as both an individual contributor, and as a member of a team. High degree of professionalism and integrity. Ability to rapidly form effective relationships and achieve influence at senior levels in the organisation. Strong working knowledge of multiple functional areas in an operational or consulting capacity. Strong stakeholder communication and interpersonal skills, including the capacity to articulate the case for investments and alternatives in the language of business. Financial acumen: develop business case, ability to budget, track and control project expenditure. Excellent facilitation and leadership skills. Excellent negotiation, influence, mediation and conflict management skills. Excellent English written & verbal communication skills, other languages an advantage. Demonstrated ability to build relationships with key stakeholders and senior leaders. Stong capability for working across cultures and in matrixed organizational structures. Understanding and translating change delivery strategy into own team and aligning directions accordingly. Knowledge and experience using technology solutions and work flow tools. Demonstrated ability to quickly develop an understanding of customer needs and wants in order to deliver compelling value propositions. Exposure to target business and operating models and transformation business case models (bottom-up & to-down). Understands how technology adds value to the business and to the end customer.

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. 

---