Fraud Team Manager

If you’re looking to take an exciting new direction with 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. Bring your knowledge of our brand to a new role and grow yourself further.

We are currently seeking an experienced individual to apply for the role of Fraud Operations Team Manager.

The successful individual will be responsible for minimising losses to the Bank because of fraudulent activity on HSBC Plastic (physical or digital payment methods like credit cards, debit cards, and stored-value cards) and non‑Plastic channels (electronic transfers, and other online payment systems such as Pay Pal or Apple Pay), through use of resource, strategy and best practises and co‑ordination of resource for calls and cases to ensure that events are effectively planned, and SLA targets are met.

This role involves leading a team of Scams Investigators, with responsibility for driving productivity, quality, and efficiency in pursuit of the operation's (and individual team’s) performance metrics, whilst remaining compliant with regulatory requirements.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

• Lead and drive a highly productive, high‑quality team in pursuit of mitigating fraud risk, and delivering a superior service to HBUK customers.
• Inspire, coach, and develop colleagues to continually improve the experience for customers and colleagues.
• Support accurate intra‑day daily/weekly and monthly resource performance data including calls forecast, calls offered, calls abandoned, case load, shrinkage, overtime etc.
• Identify & highlight any trends/challenges to the Fraud Operations leadership team as they occur.
• Continuously review processes and procedures, and work with stakeholders on behalf of the department, to improve business performance to ensure that all calls are answered, and cases handled, within the agreed SLA.
• Support the resourcing plans of colleagues and Fraud Operations leadership team to be there for our customers when they need us.
• Ensuring that accurate records of systems issues, downtime, major incidents and any ad‑hoc events are collated, documented, escalated accordingly.
• Ensuring effective ongoing communication is maintained.
• Showing understanding of the strategy and ongoing developments in relevant business areas.

• Leadership/Coaching experience is essential.
• Experience of working in Fraud or Scams is desired, but not essential.
• Experience in a customer facing environment.
• Understanding of performance management tools and techniques.
• Planning and organisational skills.
• Experience of stakeholder management.
• Have a natural analytical thinking and working style.

The operating window of this team is 7 days per week, between 8am and 8:30pm.

Friday 6th March - 12pm - (Use the "Apply for this Job" box below).?pwd=5

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Wednesday 11th March - 12pm - ?pwd=3

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Monday 16th March - 11am - .
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If you are an HSBC Contractor and wish to apply to this role, .

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click this link.

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 - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

Ifyouhaveaneedthatrequiresaccommodationsor changes duringtherecruitmentprocess, please get in touch with our Recruitment Helpdesk:

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