Head Fraud Ops, Money Mules, Disputes GSCs
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HSBC is one of the largest banking and financial services organisations 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 realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Head Fraud Ops, Money Mules, Disputes GSCs.
Context - Fraud and Credit Services (FCS) is a key control function in IWPB with the core purpose of supporting customer journeys across the entire life cycle with appropriate controls to ensure sustainable growth. One of the key FCS subfunctions is fraud & money mule management. With a strategic vision to keep our customers safe from fraud risks and the Bank safe from AML (Anti-Money Laundering) risks, this function spans across technology, analytics and operations. One of the key components of this function is operations managing third party fraud, scams, money mules, first party fraud, disputes and chargebacks.
- The role holder is responsible for leading operational excellence across three key operational functions – fraud operations, disputes and real time money mule (RTMM) operations based in Global Service Centers (GSCs). The role is responsible for providing effective oversight across these teams and is accountable to Global, Regional and Country Heads of Fraud Management (including home markets).
- The job holder must ensure efficient operations, robust governance and controls and above all “best-in-class” customer experience across all the teams under management. The role needs active involvement in planning, design, strategy and implementation of the offshoring initiatives for Fraud Operations globally & regionally. The incumbent will manage the costs of and will be responsible for the operating efficiencies and drive functional consistency and delivery. Operating in a dynamic regulatory environment, the role holder has a material risk compliance exposure due to money mule case review.
- And a prominent need for deeper technology adoption, strategic transformation and multi-dimensional customer impact.
Principal Responsibilities:
- End to end accountability for customer experience and risk exposure in all domains within the function.
- Innovate, design and implement strategic initiatives that contribute towards greater efficiency and effectiveness of the operation.
- Develop, drive and implement best practice in respect of communication between the GSC teams and Global/Market stakeholders.
- Drive Regular interaction with key stakeholders to understand the expectations and organization roadmap to ensure that impact and opportunities for the offshore team are identified in time and acted upon
- Contribute to the Bank and FCS agenda on Agentic AI to significantly improve process efficiency, customer experience and strength of controls.
- Be the first point of contact for any new migrations, pilots and expansion in scope & coverage for GSCs, while offering expert advice & guidance to the senior FCS management & key stakeholders.
- Maintain effective engagement & communication with various GSC stakeholders & peers to ensure appropriate support architecture in terms of desking, IT, HR, Finance etc
- Oversee operational performance - cost, business outcomes and operational & risk. Leverage best practices and operational efficiencies across teams.
- Develop capabilities and skills of team through structured training and coaching aligned to embedded change and compliance materials.
- Take proactive risk identification and mitigation strategies through the appropriate BAU governance framework, identify key gaps through Management Self-Identified Issues (MSII’s) and manage any audit reviews. Review audit reports, SLOD reviews, and QA controls within the operational risk database and take appropriate action regarding any significant exceptions.
- Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
- Conduct regular horizon scanning for emerging risks and read across insights to ensure new risks are being proactively managed by markets. proactive risk identification and mitigation strategies.
Leadership & Teamwork:
- To provide effective leadership to the team of Senior managers heading multiple verticals in the GSC’s, fostering an inclusive culture, supporting diverse perspectives and promoting cross boundary collaboration
- Constantly review & revamp GSC organization structure in order to adapt to the continuously changing service coverage & landscape, and align it to a more logical, sustainable & scalable & structure
- Ensure adequate development and training is provided to the team to develop necessary skills and competencies,
- Establishes and leads an effective, high performing team through communication, performance management, and development planning and reward/recognition practices.
- Provides leadership & co-ordination of the required activities of the team as well as into broader FCS Leadership, including talent management, succession planning.
- Builds and maintains a strong virtual team that includes professionals from across the Group, business partners, market leads and Global FCS leads.
- Fosters positive and professional working relationships with Second Line of Defense (SLOD) and Third Line of Defense (TLOD) colleagues.
Requirement:
- Familiarity with and understanding of fraud, disputes and financial crime.
- Proven operations and change leadership experience and the ability to accomplish through others
- Well-developed managerial, analytical, organizational, operational and planning skills
- Highly effective in working with all levels of management and staff. Strong relationship management skills with the ability to manage & engage multiple stakeholders, meet their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner.
- Demonstrated skill to quickly grasp complex processes and concepts and make strategic decisions and recommendations across a broad range of subjects.
- Working knowledge / experience in operations transformation, technology and automation, including emerging technologies (AI, automation, agentic)
- Strong spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner.
- Wide scope of knowledge and experience in the financial services business including key trends and market knowledge, and products with particular strengths in operations, systems and organization
- Ability to work collaboratively and build senior relationships whilst making material progress across a matrix organisation structure
- Knowledge of cultural diversity and ability to work across diverse cultures
- Ability to analyze large amounts of data efficiently, draw conclusions on what the data means and actions required.
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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