Senior Manager Fraud Operations

Job description

Job description

Some career choices have more impact than others.

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

Wealth and Personal Banking (WPB) ambition is to become Australia’s #1 International Retail Bank, to focus on the internationalist customer and to build a progressive bank for the future. We are investing in long term growth including expanding our Branch network and digital capability to deliver a premium service to our high net worth customers

The Senior Manager is responsible for the oversight of the offshore Fraud Detection teams, working closely with management in the Group Service Centre (GSC) to support the operational running ad performance of the team. The role is pivotal in supporting the operation of our customer facing fraud teams through a wide range of activities, enabling the team to run Fraud Customer Risk activities effectively and efficiently, including sound management of risk and change. This role has no direct reports however will have oversight of contractors based in our GSC across multiple locations. 

Your main responsibilities will include:

·  Advocate and drive change in processes, systems and practices that will improve the customer journey and experience
·  Providing guidance to offshore teams across multiple locations and ensuring all outsourcing / offshoring obligations are met
·  Contributing to the overall Fraud Operations strategy for Australia and Global / Regional initiatives and programs to improve operational effectiveness and efficiencies such as One Dedicated Fraud Team (ODFT)
·  Ensure policy and procedure consistency is observed, day to day engagement with the operation and all operating standards are fully embedded and implemented
·  Contributing to customer satisfaction by continuously reviewing and improving customer journeys / process re-engineering simplification

Requirements

To be successful in this role, you will need:

·  Bachelor’s degree in a Finance and/or business-related field.
·  Understanding of fraud, retail banking strategies, structures, processes and objectives
·  High level of drive and motivation to ensure delivery of a broad range of outputs simultaneously across HSBC
·  Proven ability to articulate complex issues concisely and in simple language
·  Outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels across the Group.

Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

Learn more about careers at HSBC Australia –  https://www.hsbc.com/careers/where-we-hire/australia

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Australia Limited.  Please note that HSBC will we never communicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels.