Business: Fraud Operations

Open positions:19

Role Title: Senior Fraud Officer, GSC's

Global Career Band: 7

Location: Hyderabad

Recruiter Name: Sunny Dogra

Why join us?

Fraud Operations is an integral part of Credit Control Services. The department deals with Fraud Detection, Prevention and Mitigation and constantly works towards combating financial fraud and protecting the Bank and our customers from losses. The team supports most of the global businesses across all regions of the group.

The Opportunity:

The role holder should acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Customer Service Executive(s). Handle escalations, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret, and analyze Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned in-line with the group and company policies and standards.

What you’ll do:

Ensure process productivity & targets are set, monitored & achieved as per agreed PLAs. Ensure delivery of best-in-class service standards as agreed with the business stakeholders & service provided to the line of business should be seamless and with no compromise on data integrity standards. Capacity planning, leave management and process prioritization. Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams. Flexibility to work 24 / 7 working environment in line with business requirements

Requirements
What you will need to succeed in the role:

Diploma or degree in any discipline
Knowledge and prior experience of Fraud, Risk and Payments operations will be preferable
Flexible to work in High Voice and complex Payments /Card operations is Essential
Excellent communication skills both verbal and written
Ability to learn quickly and transfer knowledge appropriately
Ability to meet tight deadlines
Strong organization and planning skills along with the ability to handle capacity and MI reporting
Ability to drive Overall Operating Efficiency in the team
All Level 7 applicants should have served at least 18 months in their current functional role and department
All applicants must have successfully completed their probation period
Employees must meet performance and behavioural standards as defined in the policy
What additional skills will be good to have?

Proven ability to prioritise workload effectively in line with business priorities.
Reporting and MS Office skills
Knowledge of Fraud Operations, Payments and Contact Centres will be preferable
Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

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Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar.

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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, ****** 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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