Offshore Oversight and Performance Manager
Brand: HSBC
Area of Interest: Branch and Retail Banking
Location: Leeds, GB, LS98 1FD
Work style: Hybrid Worker
Some careers shine brighter than others. If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
UK Fraud focuses on the specific financial fraud threats the firm faces now and in the future, pioneering the techniques and technology that protect our business, our customers, and the many communities in which we operate, from the harms associated with fraud. Fraud harnesses intelligence, analytics, technology, investigation, information sharing, and public-private partnership to achieve this end, always seeking the most effective and efficient means.
This role is within the Operational Excellence team within Fraud Operations. The Oversight and Performance Manager is responsible for driving improvements in the Quality Standards Model within Fraud, Outcome Testing and oversight of our Offshore teams in the GCS. This role will report to the Senior Manager, Operational Excellence within UK Fraud Operations.
In this role you will:
* Ensure Fraud Ops adheres to the Quality Standards Model which tests the ability of Fraud’s frontline staff to deliver good customer outcomes whilst adhering to processes designed to control losses, support victims, and exit suspects.
* Lead a team of second line Quality Checkers to ensure the initial quality checks are being completed correctly and that the frontline receive the coaching and development needed to deliver good outcomes to customers.
* Lead UK Frauds Outcome Testing team who tests the application of Consumer Duty within Fraud Operations.
* Call out customer and process risk and be able to identify process improvement opportunities, raising these via the correct channels in risk governance and through MSII’s.
* Deliver a highly engaged team, aligned to departmental and business objectives.
* Support the wider UK Fraud family in delivering People Plan objectives.
* Build an environment/culture where new ideas are actively encouraged and fully considered in pursuit of improved customer service, reduced risk, or improved work environment.
* Build effective relationships with key stakeholders, particularly within regional FCR teams.
To be successful in this role you should meet the following requirements:
* Strong interpersonal skills with the ability to inspire teams to focus on delivering results.
* Strong understanding of operations and customer journey management within financial services.
* A track record of managing remote teams or third-party vendor operations.
* Experience in performance management including KPI tracking and reporting.
* Demonstrated ability to drive improvements in customer outcomes.
* Knowledge of quality assurance principles including outcome testing and root cause analysis.
* Experience of implementing quality frameworks or operational risk controls.
* Experience in stakeholder management collaboration across onshore and offshore teams.
* Awareness of regulatory requirements and standards for fraud prevention in the UK.
* Experience in fraud or financial crime operations.
* Familiarity with governance frameworks and committee structures within large organisations.
This is a hybrid working role with the base location. Birmingham, Leeds or Chester.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
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