Fraud Operations Design Support

HSBC; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A major global financial services organization is looking for a Fraud Operations Design Support professional in Birmingham. This full-time hybrid role involves supporting frontline fraud resolution, maintaining strong relationships across teams, and implementing strategic changes. The ideal candidate should demonstrate excellent communication skills, effective problem-solving abilities, and a track record in achieving business goals while fostering collaboration. Competitive benefits including private healthcare and a pension scheme are offered.

Benefits

Private healthcare for all UK-based employees

Enhanced maternity and adoption pay

Generous employer contribution pension scheme

Qualifications

• Great communication skills to convey information impactfully.
• Experience in problem-solving and making business decisions.
• History of understanding and delivering strategies effectively.
• Ability to collaborate successfully with internal and external stakeholders.
• Track record of meeting deadlines and expectations.

Responsibilities

• Support frontline colleagues in fraud resolution and customer service.
• Build relationships with operational teams to meet strategic goals.
• Deliver strategically aligned changes.
• Manage risks related to UK Fraud Operations.
• Think like a customer and support sustainable growth.

Skills

Excellent spoken and written communication skills

Effective problem-solving

Understanding strategy for business effectiveness

Collaboration with stakeholders

Proven track record in achieving deadlines

Job description

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Fraud Operations Design Support.

The UK Fraud Operations Procedure Support role holder plays a key role in driving the future development and growth of all existing content held across multiple platforms and leading on the implementation of one universal platform where existing and future content can be housed. They will be expected to control, prioritise and implement content change and enhancement, managing their own time to ensure day to day responsibilities are met. Acting as a key interface across UK Fraud Operations, they will support with procedure writing in addition to suggesting/implementing new and improved ways of working to ensure simple, effective operating instructions to the frontline teams.

They will support the Procedure Manager in their work, encouraging diversity and differentiation through a deep understanding across all inbound and outbound customer contacts, and Fraud Investigation activity. This will include effectively engaging with key stakeholders ensuring the right outcome to validate correct content.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Support our frontline colleagues in delivering best in class fraud resolution & customer service across all customer channels to achieve our long-term strategic goals.
• Build and maintain strong relationships and working partnerships with key operational and supporting teams to deliver as one team against our strategic priorities.
• Deliver fit for purpose strategically aligned changes.
• Proactively escape risks, taking relevant actions and guidance to mitigate identified risks and reporting/escalating risks and issues as required whilst maintaining adherence to all controls relevant to UK Fraud.
• Demonstrate an entrepreneurial spirit, thinking like a customer and acting like a business owner to support sustainable growth with particular focus on the WPB strategic growth priorities.

To be successful in this role you should meet the following requirements:

• Excellent spoken and written communication skills; an ability to communicate with impact, ensuring all information is articulated in a meaningful way to wide and varied audiences.
• Demonstrable experience of effective problem solving, making prompt and practical business decisions, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes.
• A track record of understanding and helping to deliver strategy which improves business effectiveness in sustainable ways.
• The ability to effectively collaborate with stakeholders, both internal and external including third party service providers to achieve strategic goals.
• A proven track record in achieving deadlines and meeting expectations.

This is a full time, hybrid role based in either Birmingham or Leeds.

Opening up a world of opportunity

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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