Manager, Fraud Management (Fraud Operations)

A Career with Hang Seng Bank Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further. Manager, Fraud Management Principal responsibilities Oversight the operation of offshore Fraud Operations Team responsible for detection, prevention, and mitigation of fraudulent activities to ensure the operation is effective and efficient and adherence to all regulatory, internal procedures, service standards and timelines requirements set by the Bank and regulators. Review and perform quality check on offshore Fraud Operations Team Develop and implement initiatives for process and procedure enhancement based on analysis of fraud trends and defrauding behaviors Review serious or complex operational or control issues, determine and present the optimal options for resolution to mitigate the identified fraud risk, track the response, and ensure appropriate governance. Provide stakeholders with advice on the prioritization of fraud controls as well as an escalation route for ineffective operation. Liaise with external stakeholders including legal enforcement agencies and handle urgent cases with immediate fraud risk mitigation. Handle and communicate with customers that are involved in complicated or urgent cases. Liaise with Customer Relations Team and handle serious complaints escalated from HKMA Develop streamlining initiatives, drafting/reviewing procedures and provide training on best practices in the fraud prevention industry to offshore fraud operations team Perform other duties as assigned by line manager Requirements University Graduate in Compliance, Banking, Business Administration, Accounting, Finance or related discipline Minimum 5 years of solid experience in fraud operations/ fraud risks/ investigations or relevant disciplines High proficiency in English, Chinese and Putonghua Able to work in rotating shift and non-HASE premises Merchant acquiring / card fraud handling and knowledge of credit card dispute rules and regulations will be an advantage Ability to communicate effectively, embrace change and overcome challenges High level of influencing skills with the ability to communicate on a diverse range of topics to multiple stakeholders Solid experience in overseeing a robust fraud operations team and working with controls that manage fraud risk Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes Able to cope with pressure and tight deadlines Business travel might be rare cases. You’ll achieve more when you join Hang Seng Bank Limited. Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages. www.hangseng.com/careers https://www.linkedin.com/company/hang-seng-bank Issued by Hang Seng Bank Limited Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong. All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.