Senior Fraud Operations Manager (Card Detection and Investigation)

Job title: Senior Fraud Operations Manager (Card Detection and Investigation)

Company: Hang Seng Bank


Job description: A Career with Hang Seng BankHang 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.WPB Chief Operating OfficeThe WPB Chief of Staff function adds further strength to the management team as it plays a vital part in driving the formulation of business strategies and managing business performance. The team supports the business to grow revenues and profitability, while meeting de-risking objectives and maintaining an effective risk management framework. Key responsibilities cover the below areas:

• Support formulation, agreement, and implementation of strategic plans for the business
• Cost structure transformation and management to future proof the bank
• Risk governance to support the management team in risk oversight and decision making
• Provide oversight of fraud management and operations activities

Should you join WPB Chief of Staff, you will have great exposure to the management of key business risk and opportunities. Equipped with experience and knowledge needed, you will have the opportunity to manage and coordinate cross-business activities in WPB, including interacting with and influencing management team across countries, regulators, and other stakeholders. All with an aim to ensure all processes, functions and services within the business are aligned to group policy and local regulations. Last but not least, you will be joining a large team working together to inspire and engage people, develop and communicate purpose led vision, and create an inclusive, high performing, customer-centric culture.We are currently seeking a high caliber professional to join our department as Senior Fraud Operations Manager.Principal responsibilities

• 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.

Requirements

• 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

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.

Expected salary:

Location: Hong Kong

Job date: Sun, 22 Jun 2025 22:52:52 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck