Uk Head of Fraud Operations

-Job description

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.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

UK Fraud focuses on the specific financial fraud threats and with pioneering techniques and technology, protect customers, the business, and communities. Fraud harnesses intelligence, analytics, technology, investigation, information sharing, and public-private partnership to achieve this end, seeking the most effective and efficient means to protect customers from the ongoing threat.

Where fraud occurs, the Fraud Operations team are responsible for investigating alerts from the core detection systems, supporting victims to ensure their account is remediated and where appropriate refunds provided, investigating potential first party fraudsters and fraud ensuring where appropriate, to ensure any recovery opportunities are optimised.

This role will lead our Fraud Operations team within UK Fraud, reporting through to the Head of Fraud. The role holder will be responsible for the overall operational response to fraud with direct responsibility for the onshore teams focusing on account reviews, scams, originations, and operational excellence whilst also providing support and oversight to the services provided by the Fraud Operations teams managing Card & Payments fraud in our offshore Global Service Centres

**Responsibilities**:

- Delivery of good outcomes to customers in our response to suspected and confirmed fraud events and future proof our response, build a clear roadmap of key capabilities needed across the business for the end-to-end management of fraud cases
- Working closely with Fraud Decisioning & Insights conduct effective capacity planning and take appropriate actions to manage headcount in line with business / function requirements to ensure optimum staff utilisation.
- Ensure efficient and optimised processes are designed, developed and deployed in a manner that helps mitigate the risk of fraud and optimises the customer journey.
- Maximise the quality of service provided to customers, exceeding agreed SLAs for internal customer satisfaction, and reducing external customer complaints while driving continuous reduction in the operating costs by executing strategic initiatives
- Ensure effective business recovery plans exist and regular testing for appropriateness and adequacy and ensure adequate operational control and risk management by actively overseeing implementation of policies, procedures, and regulatory requirements
- Coordinate the synchronised operation of in scope and potentially new controls, setting specific strategies and ensuring mechanisms are put in place to monitor performance, challenging effectiveness and driving innovation to improve their controls
- Influencing and managing to affect change in a multi discipline matrix structure where the role holder has accountability but may not have direct responsibility
Requirements

Experience
- The role holder will have expereince of managing and developing large cross functional operational team with a detailed knowledge of HBUK products and processes
- Preferably have experience of working in fraud environment managing often complex fraud investigations and utilsing systems such as, SAS EFM, Feedzai, Biocatch, Hunter and Threatmetrix
- Past experience of designing developing and leading transformational change projects within a large oepration
- Knowledge of strategic delivery of controls and design methods and experience of developing new processes and ways of working within a large multi faceted operation
- Experience of working within a multi matrixed organistion engageing with executive level stakeholders is essential

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age