Senior Fraud Operations Manager (Card Detection and Investigation) - Hang Seng Bank (HK)
- Mong Kok, Hong Kong
- Permanent
- Full-time
- Lead and oversight the operation of offshore Fraud Investigations Team, Fraud Detection Team and Dedicated Fraud Call Team to ensure the operation is effective and efficient and identify potential control weaknesses according to regulatory requirement and internal procedures. Ensure the handling are conducted in a timely manner with full adherence to service standards and timelines set by the Bank and regulators.
- Develop and implement strategies to identify, prevent and reduce fraud, and investigate/follow up on the reported fraudulent activities.
- 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.
- Review and monitor the quality check offshore team's investigation activities on suspicious transactions, determination of holding customers liable for losses to safeguard the Bank's interest and escalation of serious or syndicate fraud activities for further actions.
- 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.
- Monitor the operation of investigations and detection that are conducted in a timely manner with full adherence to service standards and timelines set by the Bank and regulators.
- Protect the bank customers from fraud by effectively managing fraud risk.
- University Graduate in Business Administration, Banking, Finance or related discipline
- Minimum 8 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 in non-HASE premises
- Ability to communicate effectively, embrace change and overcome challenges
- Merchant acquiring / card fraud handling and knowledge of credit card dispute rules and regulations will be an advantage
- Solid experience in overseeing a robust fraud operations team and working with controls that manage fraud risk