Go to job search

Senior Manager, Fraud Operational Excellence

HSBC Group

Senior Manager, Fraud Operational Excellence

Salary Not Specified

HSBC Group, Birmingham

  • Full time
  • Permanent
  • Onsite working

Posted 6 days ago, 14 Sep | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

job Ref: 1c531603bdff47ffa2a4417707f3acb7

Full Job Description

  • Ensure that colleagues are competent to support customers through driving forward the Operational Training & Competency scheme for UK Fraud Operations.

  • Support the delivery of good outcomes to customers in our response to suspected and confirmed fraud events.

  • Maximise, through coaching and development, the quality of service provided to customers, meeting agreed SLAs for internal customer satisfaction and reducing external customer complaints whilst consolidating and where appropriate driving processing into GSCs.

  • Working closely with Fraud Decisioning & Insights conduct effective capacity planning and take appropriate actions to manage headcount in line with business / function requirements to ensure optimum staff utilisation.

  • Support control owners, with accurate Oversight, MI and Insight, and details of any emerging risks that may be observed as part of the implementation of policies, procedures and regulatory requirements across combined onshore and GSC based teams / processes.

  • Maintain discipline on headcount control/Operations FTE, achieving assigned targets for near/right shoring.

  • Support efficient and optimised processes are designed, developed and deployed in a manner that helps mitigate the risk of fraud and optimises the customer journey.

  • Lead on future proofing our response, building a clear roadmap of key capabilities needed across the business for the end-to-end management of fraud cases.

  • Drive continuous reduction in the operating costs executing the strategic initiatives alongside continuous improvement activities.

  • Ensure benefits from any change delivered into the business is clearly tracked and fed into AOP planning.

  • Support the improvement of customer journeys, reducing the need for manual processes through digitisation and automation whilst improving the cost profile.

  • Ensure effective business recovery plans exist and regular testing for appropriateness and adequacy.

  • Develop their team in line with business and individual colleague needs.

    To be successful in this role you should meet the following requirements:

  • The role holder will have a strong Operational excellence expertise.

  • Proven experience of influencing and managing to affect change in a multi discipline matrix structure where the role holder has accountability but may not have direct responsibility.

  • The role holder will have previous experience in oversight of remote/offshore teams.

  • Good knowledge of HBUK products, policies and processes is desirable but not essential.

  • Knowledge of strategic delivery of controls and design methods.

  • Relevant work experience in Risk related preferred FLoD or SLoD.

  • The role holder will have the ability to interpret complex data and insights to drive business results.

    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.


    • Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management., This role is predominantly based in Birmingham; however, on an infrequent (half yearly) basis to visit our colleagues in India and the Philippines.

    Opening up a world of opportunity

    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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

    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.

    If you'd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk

    As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.