Assistant Manager, Fraud Management (Fraud Operations) - Hang Seng Bank (HK)

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If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

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.

We are currently seeking a high calibre professional to join our team as an Assistant Manager, Fraud Operations within BFC (RBW Fraud). This is a replacement backfill role and will play a key part in sustaining end-to-end delivery across suspect and victim fraud portfolios as case volumes increase.

The role will support onshore management and provide day-to-day oversight to offshore Fraud Operations execution, including performance management, escalation handling, quality oversight, control checking, and continuous process enhancement.

• Drive performance management and service stability by monitoring queue health, throughput, ageing, SLA/turnaround, productivity and rework drivers; identify emerging bottlenecks early and drive timely interventions with offshore/onshore stakeholders.
• Act as an escalation control point for offshore Fraud Operations, helping remove blockers and ensuring cases progress with appropriate prioritization; escalate to managers/senior stakeholders where risk is elevated or timelines are at risk.
• Support BAU process enhancement and procedure governance by drafting/updating procedures and working instructions for BAU changes, ensuring documentation is accurate, operationally workable, and ready for Manager review/approval to keep execution aligned to the latest operating model and risk requirements.
• Enhance fraud detection capability through analysis by producing actionable insights from MI and operational observations (e.g., fraud transaction patterns, defrauding behaviours, emerging typologies); highlight control gaps, design issues, or operating effectiveness concerns, recommend priority focus areas for monitoring and operational handling enhancements, and tracking the adherence and effectiveness of the operating approach against the target with measurable outcomes delivered. 
• Perform regular control checking and governance support by reviewing the design and operating effectiveness of key controls; document observations, manage action logs, track remediation to closure, and provide early warning to management on process/control issues.
• Conduct QC oversight and targeted deep dives where handling variation or error rates increase; coordinate coaching, refresher training and feedback loops to prevent repeat defects and stabilize handling consistency.
• Perform regular control checking to review the design and operating effectiveness of key controls; document observations, track actions and follow up to closure.
• Support the preparation of reporting packs for management updates (e.g., trends, root causes, thematic issues), ensuring data accuracy and clear narration for stakeholders.
• Support ad hoc tasks and initiatives assigned by management, including urgent investigations support, reporting requests, meeting materials/minutes and stakeholder coordination, etc, when required.

• University graduate in Business, Finance, Banking, Accounting, Risk, Statistics, Data/IT or related disciplines.
• Minimum 2 years of solid experience in fraud operations, fraud/AML investigations, financial crime operations, or relevant audit/risk/control functions; exposure to managing offshore delivery is an advantage.
• Strong analytical and numerical capability; comfortable working across reports, and multiple systems to identify trends of the data, bottlenecks, root causes and drive those information into operational actions.
• Logical, structured and detail-oriented with strong documentation disciplines (e.g., clear record keeping, trackers, procedures and action logs).
• Self-motivated and resilient, able to prioritize effectively, work and meet deadlines in a dynamic fast-paced environment, including handling conflicting demands under pressure.
• Strong interpersonal, presentation, and communication skills, with confidence to engage with different internal stakeholders and offshore teams when needed; and able to handle escalations independently and effectively. Contact centre/customer service exposure is a plus.
• Interest in automation and continuous improvement; familiarity with AI productivity tools is an advantage.
• Proficiency in Microsoft Office, especially MS Word, MS Excel and PowerPoint (pivot tables, charts, basic data handling). Exposure to MS Access, Power Query, and VBA are advantages (not mandatory).
• Proficiency in English and Chinese; Putonghua is an advantage.

RBW

You’ll achieve more when you join Hang Seng Bank Limited.


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.

www.hangseng.com/careers

https://www.linkedin.com/company/hang-seng-bank

Issued by Hang Seng Bank Limited