- Oversight the operation of offshore Fraud Operations Team responsible for detection, prevention, and mitigation of fraudulent activities to ensure the operation is effective and efficient and adherence to all regulatory, internal procedures, service standards and timelines requirements set by the Bank and regulators.
- Review and perform quality check on offshore Fraud Operations Team
- Develop and implement initiatives for process and procedure enhancement based on analysis of fraud trends and defrauding behaviors
- 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.
- 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.
- Manage projects supporting Fraud Operations for system enhancements / development, ensuring clear scope, timeline, stakeholder alignment, and delivery outcomes.
- Support and deliver engaging training (in-person and via Zoom) to strengthen capability and performance across the Fraud Operations Voice Team.
- Handle and communicate with customers that are involved in complicated or urgent cases.
- Liaise with Customer Relations Team and handle serious complaints escalated from HKMA
- Develop streamlining initiatives, drafting/reviewing procedures and provide training on best practices in the fraud prevention industry to offshore fraud operations team
- Perform other duties as assigned by line manager
Requirements
- University Graduate in Compliance, Banking, Business Administration, Accounting, Finance, Computer Science or related discipline
- Minimum 5 years of solid experience in fraud operations/ fraud risks/ investigations or relevant disciplines
- High proficiency in English, Chinese and Putonghua
- Ability to communicate effectively, embrace change and overcome challenges
- Ability to develop VBA solutions or design and deliver end-to-end data processing tools, translating business requirements into stable, user-friendly automation
- High level of influencing skills with the ability to communicate on a diverse range of topics to multiple stakeholders
- Experience in overseeing a robust fraud operations team and working with controls that manage fraud risk will be an advantage
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
- Able to cope with pressure and tight deadlines