AVP Fraud Ops

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 Asisstant Vice President - Fraud operations

In this role, you will:

• Work closely with the senior leadership team, global and regional or market stakeholders, and global businesses. Support the offshoring strategy, help implement strategic initiatives for the business.
• Maintain robust engagement with Operations Analytics, Global Control Tower, Business stakeholders, to ensure proper capacity planning and forecasting with the objective to right size the Operations team to the expected volume.
• Review, question and engage with key stakeholders to facilitate the resolution of differences in productivity  across regions.
• Identify performance improvement opportunities and work with key stakeholders to realize the same. Support the delivery of appropriate training or refresher programs to improve process and service quality, automation and dashboard reporting, calibration, and coaching.
• Manage execution of global and regional initiatives by supporting the Vice President Fraud Operations. With relevant subject matter experts, drive towards standardization of product, process, systems, and operational models to deliver consistent best in class service.
• Help develop and implement metrices, scorecards and status reports to track operational performance across various teams.
• Exhibit a customer-centric mindset consistently stiving to deliver excellent customer experience.

To be successful you will:

• Degree in any discipline and relevant work experience commensurate with the position.
• Minimum of 10 years of experience working in a high voice contact Centre or volume environment with minimal supervision.
• People Management experience as the role will require managing large or matrix teams with a minimum span of 100+ across locations.
• 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 influence decision making in a matrix environment.
• Ability to work under pressure and communicate well, being accurate and concise, ability to deliver to tight and demanding deadlines.
• Excellent reporting, tracking skills and MS Office skills.  Ability to analyse large amounts of data efficiently, draw conclusions on what the data means and actions required

You’ll achieve more when you join 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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***Issued By HSBC Electronic Data Processing (India) Private LTD***