Customer Experience Manager - HASE FRAUD DETECTION GZC

• Continually review and evolve fraud operation processes from customer journey stand point, oversee and recommend strategies to improve the same.
• Deliver change initiatives identified internally or from external good practice to support these improvements.
• Handle complaint cases referred by internal and external parties including Fraud Mitigation Strategy, Customer Relations, Chargeback, Business, Customer etc.
• Review, challenge and streamline existing policies and procedures to improve customer experience.
• Understand customer psychology, provide analysis and derive action plans to drive customer satisfaction.
• Be the SME for primary Fraud operations initiatives - Customer Engagement Model.
• Implements and monitors improved governance, standardized process and procedures.
• Able to understand the MI from existing reports and derive solutions to improve performance around the same.
• Create and provide information and training on initiatives and changes. This will include training but not limited to, initiatives in fraud opeartions, customer engagement model.
• Understands the importance of Customer Experience within the process and recommends coaching/training opportunities to Operations.
• Collate and analyze customer expressions of dissatisfaction and complaints and come up with strategies to improve the same.
• Utilize customer and stakeholder feedback from various channels to build initiatives which drive high quality customer service.
• Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements.
• Works with relevant stakeholders to develop solutions to meet customer changing expectations.
• Networking building with different peers, stakeholders etc..
• Influencing people.

• Diploma or degree in any discipline or relevant work experience commencement with the position.
• Experience in a processing environment.
• Experience in fraud prevention and fraud investigation environment.
• Able to analyze and read MI to derive observations and work on plan of actions accordingly.
• Challenges all processes that impact our customers receiving the best possible experience.
• Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements.
• Leads the development of new solutions to meet customer’s changing expectations.
• Works or has worked in a customer management role with proven success.
• Works or has worked in specialized teams with an experience on the key activities description.
• Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners.
• Considered a ‘go to’ person, recognized as a role model internally and externally.
• Credible across service areas, creates positive working environments, manages conflict.
• Demonstrates high personal standards, able to identify positive behaviors in others.
• Demonstrates consistent excellence in standards, behaviors, knowledge and skills.
• Develops knowledge and skills of others to deliver objectives.
• Experienced in influencing people, including people senior to their role.
• Experienced in training, coaching and developing others.
• Innovative and creative, challenges accepted beliefs.
• Motivated to participate in development opportunities that increase capability and performance.
• Self - aware, positive interpersonal skills. Bounces back after setbacks.
• Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organization.

HSBC