Job Description

Job description

Business: Retail Banking & Wealth Mgmt

Open positions:1

Role Title: MANAGER - OPS SUPPORT

Global Career Band:6

Location (Country / City ): Bangalore

Recruiter Name : Kalim Uddin

Why join us? (Overview of Dept./Function)

Purpose of Department:

Fraud Operations team is an integral part of CCS Operations. The Fraud Operations team deals with Fraud Prevention and Detection processes and constantly working towards combating fraud and protecting the Bank and our customers from losses and fraud risk. The team comprises several global processes which support the global businesses across all regions of the group.

What you'll do: (List out Key Responsibilities)

Principal Accountabilities: Key activities and decision making areas

Impact on the Business

• Accelerate the delivery of Global projects, in driving cost efficiency. Support all migrations to GR sites as the Project Lead, helping to work through roadblocks and address show-stoppers.
• Continuous improvement in OOE and performance against Global Operating Metrics.
• Assess and identify potential to drive process improvement, rationalisation and consolidation of work from different regions, implement solutions to enhance contribution by Operations
• Report on relative contribution of GSCs, make recommendations to enhance performance and reduce variances
• Coordinate execution of initiatives across GR Fraud Operations by supporting the Head of Ops Support, measuring results and reporting progress to all stakeholders.
• Support the Head of Ops Support to develop tactical plans to meet cost saves & financial targets for the year. Lead Headcount management & AOP governance for all Fraud Ops sites

Customers / Stakeholders

• Deliver outstanding customer service to all stakeholders. Liaise and work with both Regional and GSC Ops and Fraud Risk colleagues to ensure the best possible experience and outcomes for customers and Function.
• Adapt and share best practices/ success stories from Fraud Operations standpoint across GSCs and Regions.
• Coordinate activities with COO team and Global Service Leads for Fraud Ops.
• Demonstrate the ability to organize and prioritize activities to ensure the role develops momentum through a series of quick wins

Leadership & Teamwork

• Work as part of an integrated GR Fraud Operations Team
• Proactively support Fraud Ops teams through direct and indirect actions beyond any suggested, or prescribed, activities particular to this role
• Be a positive and visible role model, acting as an ambassador for GR Fraud Ops
• Display courageous integrity in all dealings

Operational Effectiveness & Control

• To continually reassess the operational risks associated with and inherent in the business, taking account of changing economic or market conditions, global standards, legal and regulatory requirements, operating procedures and practices, and the impact of new technology
• In conjunction with BRCM & Compliance, implement the Group Compliance Policy. The term 'compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators
• Will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• Manage RCAs and HELIOS, working closely with the Fraud Ops CCO Support structure
• Maintain HSBC Internal Control standards, including the timely implementation of internal & external audit points together with any issues raised by external regulators

Management of Risk

To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

Observation of Internal Controls

To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance

Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.

To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Requirements

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

Knowledge & Experience / Qualifications

Knowledge

• Diploma or degree in any discipline or relevant work experience commencement with the position

Experience

• All 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.

Skills Required

• Strong leadership skills evidenced by achievement of objectives together with a proven track record of execution in an ever changing Risk environment
• Strong relationship management skills with the ability to manage and engage multiple stakeholders, understand their expectations, negotiate in situations of conflicting interests and influence key decision makers in a positive manner
• Highly effective in working with all levels of management and staff and able to work and influence decision making in a matrix environment
• Strong communication, presentation and influencing skills - both verbal and written
• Attention to detail and ability to ensure that information is captured in a timely manner
• Excellent reporting, tracking skills and MS Office skills
• Proven ability to prioritise workload effectively in line with business priorities.
• Operates effectively across cultures and in multi-cultural diverse work environments
• Ability to analyse large amounts of data efficiently, draw conclusions on what the data means and actions required
• Resourceful - ability to leverage resources available to achieve goal.
• Strong Project Management skills.

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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, 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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