Operations Support Manager - FRAUD MITIGATION SERVICE HASE

• 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 dispute / fraud cases within mandated SLA working days.
• Understand and Adherence to Global QA Guidelines.
• Variance within acceptable levels.
• Analyse and recommend actions to improve the performance through case review, approval and quality check.
• Adhering to Quality Control Governance.
• 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.
• Recommend quality improvement / process streamline / control enhancement initiatives when appropriate.
• Arrange regular catch-up meetings with management and operations to share observations and recommendations and align the quality standard.
• Accurately make the MIs related to quality assurance.
• Plan and deliver operational trainings.
• Work 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.

• Diploma or degree in any discipline or relevant work experience commencement with the position.
• Experience in a processing environment.
• Experience of 1-2 years in Quality and Training, Complaints Management and Risk Management.
• Strong understanding and knowledge of Operational Risk and Internal Control principles and ability to assess risk trends.
• Knowledge of MS- Office.
• Good verbal and written communication skills and interpersonal skills.
• Ability to analyze systems, procedures, products and suggest improvements.
• Good analytical skills, together with the ability to support decisions with sound reasoning.
• Problem solving skills with the ability to work independently and to the highest level of accuracy and accountability.
• Ability to organize work independently and as part of a team.
• Ability to work under pressure, both autonomously and within a team and consistently meet tight deadlines.
• Ability to build rapport and engender trust.
• Strong decision making, negotiation and consultative skills.
• Ability to coach, mentor and drive performance of teams.

HSBC