Resource Coordinator - Secondment

GCB 7 | 06-month secondment | Birmingham, Leeds or Chester

If you’re looking to take an exciting new direction within your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills.

This is an opportunity to join Fraud & Disputes Operations as a Resource Co-ordinator, helping ensure the right people and resources are available at the right time to support our customers and operational priorities.

We are seeking a Fraud Operations Resource Co-ordinator to support effective resource planning across Fraud Operations. The successful candidate will co-ordinate resources for calls and cases, plan operational activities and monitor resource allocation to support delivery against agreed service-level agreement (SLA) targets. Through effective resource planning and the use of best practices, they will support the Bank’s efforts to minimise fraud losses across HSBC’s card and non-card payment channels.

This role involves working as part of a team to support productivity, quality and operational efficiency through effective resource co-ordination, helping the operation and individual teams meet their performance targets while maintaining compliance with regulatory requirements.

• Coordinate resources across Fraud Operations, ensuring the right support is available across calls, cases and off-phone activity.
• Produce accurate resources, performance and management information, including forecasts, call volumes, caseload, shrinkage, overtime and FTE data.
• Monitor demand against forecasts and SLA targets, identifying and escalating resourcing trends, risks, system issues and operational challenges.
• Maintain daily resource plans, movement records and up-to-date information in GWFM and other relevant databases.
• Work with Fraud Operations leadership, WFM and key stakeholders to review processes, share insights and recommend improvements.
• Maintain effective communication across teams while supporting operational priorities, regulatory requirements and the Bank’s fraud-risk mitigation objectives.

• Planning and organizational skills.
• Experience of stakeholder management.
• Good data collation skills.
• Experience using Microsoft Excel.
• An analytical approach to working with data.
• The ability to work effectively with changing priorities and uncertainty, with flexibility to work across multiple channels and teams.
• Experience in a service management-related role is desirable but not essential.
• Content to work in an ambiguous environment with the flexibility to work across multi channels and teams.

At HSBC, we value differences and believe diverse perspectives strengthen our business and the communities we serve. We’re committed to creating inclusive and accessible workplaces for everyone, regardless of gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age.

We’re proud to be a Disability Confident Leader and will offer an interview to candidates with disabilities, long‑term conditions or who are neurodivergent, where they meet the minimum criteria for the role.