Fraud Operations manager, GSC Cairo

Role Purpose

Execute department/functional plans and implement enabling policies to lead a team of individuals analyzing fraud and security related transactions and quality assurance team members. Also Fraud Team Leader roles support the development and implementation of fraud strategies and monitors systems and processes to minimise fraud across the is also responsible for liaising with customers and team members to monitor and resolve fraud issues and working with internal fraud operations to ensure prevention strategies are effectively implemented.

Principal Accountabilities and Responsibilities

The role holder will:

• Manage and provide general oversight to the team of fraud and security investigators/ specialists who are handling detection and mitigation calls.
• Enforce effective fraud monitoring in the team
• Communicate functional directives/plans to the team and work closely with the team to deliver the required results in terms of fraud investigations and subsequent action
• Manage the workload in the team allocating deliverables and overseeing performance
• Ensure that daily/weekly and monthly targets are met for the team of fraud and security investigators
• Contribute to projects assigned when applicable
• Facilitate interviews for potential senior officer applicants when required

Customers / Stakeholders

• Maintain effective relationships with site leadership team and central global utility teams i.e. IT systems support
• Share best practices in global forums
• Committed in achieving team and department organization goals
• Supports the senior management team as appropriate and actively participates in transformation projects
• Local change support when introducing new interventions/procedures
• Facilitate first level interviews for personal conduct cases.

Leadership & Teamwork

• Creates a motivated highly skilled team to enable operations to meet business goals
• Works collaboratively and communicates persuasively emphasizing teamwork diversity and knowledge-sharing both within HSBC and with external business partners
• Act as a role model for our Group values and behaviors authentically engaging with your team colleagues and customers to deliver Superior Customer Service through them
• Drives results and holds accountability via performance management policies
• Champions Speak Up culture and embraces Diversity and Inclusion

Operational Effectiveness & Control

• Knowledge of Group compliance Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Coordinates findings and resolutions of HSBC internal control audits
• Coordinates awareness programs and completion of all elements of Operational Risk associated with the role in compliance to SOX
• Demonstrate ROI on all initiatives
• Centrally coordinates centre requirements for IT HR Learning & Development etc
• Conducts audit the auditor duties within the center as required
• Coordinates and conducts clear desk policy reviews

Role Context

The role operates within Fraud & Credit Services and interacts with frontline staff dealing HSBC local and international customers. Driving the performance of the team guided by our HSBC Values and Behaviors.

Management of Risk

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification assessment mitigation and control loss identification and reporting in accordance with the Group Operations FIM.

Ensuring the fair treatment of our employees and customers is at the heart of everything we do both personally and as an organisation. This will be achieved by consistently displaying the behaviours required to support the employee and customer engagement principles.

Continually reassess the operational risks associated with the role and inherent in the business taking account of changing economic or market conditions legal and regulatory requirements operating procedures and practices management restructurings and the impact of new technology

This will be achieved by ensuring all actions consider the likelihood of operational risk of employee attrition and disengagement occurring. Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

Maintain and observe HSBC internal control standards including the timely implementation of internal and external audit points together with any issues raised by external regulators. Implement and observe Group Compliance Policy including the timely implementation of recommendations made by internal/external regulators.

To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws rules and codes with which the business must comply within the country you reside and in relation to the countries migrating work to assigned GSC.

To continually re-access 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 new technology in conjunction with the donor Group companies.

Knowledge & Experience / Qualifications

• Minimum of 18 months in a customer contact operational business and/or related management experience with proven and progressive customer service experience or equivalent
• Relationship Management Analytics Performance Management Service Excellence and Customer Experience Focus
• Proficient in English and local language and have excellent interpersonal oral and written communication skills
• Problem solving and Decision making skills PSDM
• Foundational knowlege in performance data management and analysis
• Working knowledge of Fraud operations is an advantage
• Foundational knowlege in Risk Management Migration and Global Stakeholder Management
• Computer literacy (word processing spreadsheets and database applications)
• Open to working flexible shifting shedules