Manager, Fraud Management (Event Resolution) - Hang Seng Bank (HK)

Job description
A Career with Hang Seng Bank

Hang 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 of Staff

We are currently seeking a high caliber professional to join our department as Manager, Fraud Management (Event Resolution).

Principal responsibilities

• To manage and coordinate fraud incident events to minimize fraud losses and risk exposure of WPB.
• To ensure root cause analysis, damage control, preventive/mitigation measure management, risk assessment, timely & proper escalation and governance are conducted for fraud incident events.
• Post incident event management - reporting in governance forum, actions tracker and monitoring.
• To conduct regular complaint case review to keep track on NPS, customer pain points resolution, and to improve customer experience.

Requirements

• University graduate or above, major in risk management will be an advantage.
• At least 2-5 years' working experience in risk controls, incident management or governance / risk related field.
• Experience in leadership and root cause analysis skills will be an advantage.
• Experience in analysing and presenting management information in a precise and innovative way.
• With depth knowledge of fraud risk management, incident management, criminal investigation experience, good analytical skill and fraud control operational procedures
• Proficiency in both English and Chinese
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

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.

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.