Job Title: Assistant Manager Operations

- Fraud Operations is an integral part of SSCC. Lead and manage the fraud ops teams in GSCs supporting various markets across WPB. Ensure delivery of best-in-class service standards as agreed with the business stakeholders. Drive a risk management culture and continuously support efforts to mitigate operational risks. Produce, interpret, and analyse Management Information (MI).

In this role, you will: Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

- Independently and effectively handle customer and business initiated inquires received through all channels as assigned to resolve potential and confirmed fraudulent activity.
- Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams.
- Ensure that Procedural changes / new initiatives are appropriately reviewed, fully communicated to, and implemented by the teams under control.
- Process productivity and quality targets are set, monitored, and achieved to ensure optimum resource utilization and achievement of business objectives and customer Performance Level Agreements (PLAs)
- Handle escalations, resolve queries successfully and engage with the team to manage customer queries / issues effectively with minimal supervision.
- Processes are regularly reviewed and evaluated to recognise and identify improvements, which will enhance operational and financial effectiveness
- Acquire good understanding of processes assigned to; allocate tasks daily to the team consisting of Customer Service Executive(s).
- Ensure Capacity planning, leave management and process prioritization.
- Perceive and Timely escalate Fraud Trends, issues, etc., to Management and Fraud Risk




- Contribute to fraud loss mitigation through effective review and resolution of targeted detection efforts Continuous improvement in OOE and performance against Global Operating Metrics.

Leadership & Teamwork

- Provide leadership to team assigned in-line with the group and company policies and standards.
- With minimal direction seeks out opportunities to increase knowledge and improve skills to understand the industry and will assist management in providing support for the department.
- By sharing of knowledge with the team members and providing necessary guidance to the new recruits & less experienced team members.
- Actively engage in self-development, sharing knowledge with colleagues and discuss performance improvement with immediate supervisor.
- Performance management of direct reports is regularly done through proper goal setting, monthly 1 to 1, adoption of SMART goals.
- Plan capacity and perform volume analysis through effective allocation of resources.
- Robust succession plan in place, evidenced through the development of next in line.

To be successful you will:

Functional Knowledge

- Adhere strictly to compliance and operational risk controls in accordance with Company and regulatory standards, policy and practices, report control weaknesses, compliance breaches and operational loss events.
- Exercise proper operational checks and undertake self-audit to ensure accuracy and quality of work output.
- Acquire and update knowledge on procedures related to relevant processes.




- Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
- Identify opportunities for improving process efficiencies as & when relevant

Others

- To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance department. The term compliance embraces all relevant laws, rules, and codes with which the business must apply.
- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of modern technology in conjunction with the donor Group companies.

Hsbc.Com/Careers You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, adaptable working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued By HSBC Electronic Data Processing (India) Private LTD

📌 Assistant Manager Operations (Bengaluru)
🏢 HSBC
📍 Bengaluru