Fraud Operations Manager- Business Risk

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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 Fraud Operations Manager- Business Risk

In this role, you will:

• Fraud Operations Leadership & Queue Management – Lead the day-to-day execution of fraud operations across multiple workstreams, including merchant onboarding investigations, transaction monitoring (CNP and POS), and ongoing merchant risk monitoring. Ensure effective queue management, SLA adherence, and prioritisation of high-risk activity.
• People Leadership & Development – Manage, coach, and develop a team of fraud analysts, setting clear performance expectations, conducting regular quality assurance reviews, and fostering a high-performance culture focused on accuracy, efficiency, and continuous improvement.
• High-Risk Case Investigation & Escalation – Act as an escalation point for complex, high-risk, or sensitive cases, including suspicious merchants, anomalous transaction behaviour, and potential organised fraud activity. Personally investigate critical cases where required and make informed risk-based decisions.
• Merchant Onboarding Fraud Oversight – Oversee fraud risk assessments at the point of merchant onboarding, including KYB checks, risk scoring, and application reviews, ensuring appropriate controls are applied to mitigate fraud risk at acquisition.
• Ongoing Merchant Fraud Monitoring – Supervise and contribute to continuous monitoring of merchant activity post-onboarding, identifying suspicious behaviour, emerging fraud typologies, and high-risk merchants. Drive appropriate intervention actions, including enhanced monitoring, restrictions, or offboarding where necessary.
• Transaction Fraud Decisioning – Oversee and support fraud decisioning across transaction monitoring queues, particularly for CNP and POS transactions, ensuring consistent and accurate application of fraud rules, policies, and risk appetite.
• Chargeback & Fraud Loss Mitigation – Support the management and reduction of fraud-related chargebacks through effective operational controls, root cause analysis, and feedback into fraud strategy and rule development teams.
• Performance Monitoring & MI – Track and report on key operational metrics, including fraud losses, decision accuracy, productivity, SLA adherence, and false positive rates. Use MI to identify trends, gaps, and opportunities for improvement.
• Stakeholder Collaboration – Work closely with fraud strategy & analytics, product, risk, and technology teams to ensure operational insights are fed into rule development, model tuning, and control enhancements across the acquiring product.
• Regulatory & Scheme Compliance – Ensure operations align with relevant card scheme rules (Visa/Mastercard), PCI DSS requirements, and applicable regulatory expectations within the merchant acquiring space.

To be successful you will:

• Minimum 4–6 years’ experience in fraud operations within a merchant acquiring, payment services, or broader merchant fraud environment.
• Proven experience managing fraud operations teams, including performance management, coaching, and quality assurance oversight.
• Strong hands-on experience investigating fraud cases across transaction monitoring (CNP and POS), merchant onboarding (KYB), and ongoing merchant risk monitoring.
• Demonstrable experience working within the merchant acquiring ecosystem, including understanding of authorisation flows, chargeback processes, and acquiring-specific fraud typologies (e.g. refund fraud, triangulation fraud, bust-out merchants).
• Experience handling escalations and making risk-based decisions on high-risk merchants and complex fraud cases. Familiarity with fraud management platforms such as Feedzai, including case management workflows and decisioning processes (experience with similar platforms also considered).
• Strong understanding of operational KPIs, including SLAs, productivity, fraud loss metrics, and decision accuracy. Ability to balance hands-on investigative work with team leadership responsibilities in a fast-paced environment.
• Excellent analytical and problem-solving skills, with the ability to identify trends and translate operational insights into actionable improvements. Strong communication skills, with the ability to engage effectively with both operational teams and senior stakeholders.
• Experience in a large corporate or institutional acquiring environment. Experience supporting the build or scaling of a new fraud operations function or product.
• Knowledge of scheme monitoring programmes (e.g. Visa Fraud Monitoring Program, Mastercard Excessive Fraud Merchant thresholds). Sound knowledge of the Risk Management Framework (expert not required), preferably through previous role.

You’ll achieve more at HSBC

www.hsbc.com/careers

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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