Head of Fraud, Credit and Control Services

**Some careers grow faster than others.**

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with 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.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as **Head of Fraud, Credit and Control Services.**

**Role Purpose**
- Accountable for ensuring sustainable lending to WPB customers through effective credit underwriting for all asset origination
- Accountable for supporting customers in financial difficulties and managing the credit loss line of the business effectively
- Accountable for credit bureau and alternate data management to support enhanced customer decisions and credit bureau reporting
- Accountable for Retail and Private Banking protecting customers from fraud and managing the gross and net fraud loss trade off with customer friction in payments and lending
- Accountable for implementing Credit and Fraud strategies in relevant decision systems management in support of the credit and external fraud customer agenda
- Accountable for Non-financial risk relating to Wealth and Personal Banking including financial crime risk, conduct risk, sales suitability and operational risk

**Principal Accountabilities: Key activities and decision making areas**
- Efficient customer underwriting for all WPB credit types including Credit Cards, Personal Loans, Mortgages, etc. by leading Credit Underwriting and ensuring end to end customer journey optimization
- Effective default management for customers in financial difficulty by leading Collections Strategy and Operations
- Proactive customer defense from external fraud and risk through effective strategy development and operations management
- Proactive Credit Bureau (and alternate data providers) third party management, control of both incoming and outgoing data quality, and cost control, including overall demand management and support of the international proposition
- Efficient and resilient operations of the decision infrastructure and ongoing engagement with Risk and Products on strategy changes that improve customer outcomes
- Effective management of non-financial risk on behalf of local WPB with focus on client risk and operational resilience

**Customers and Stakeholders**
- Head of WPB and direct reports,
- Market Head of Risk,
- Market Entity COO,
- Global Head of Fraud and Credit Control Services,
- Global Chief Control Officer

**Leadership and Teamwork**
- Leading multiple and disparate, large sized teams which provide essential support to the business
- Ensure the teams are appropriately resourced by experienced professionals and highly engaged and output is meeting the highest standards.

**Major Challenges**
- Disciplined execution and daily delivery.
- Dynamic coordination between onshore and offshore, as well as across the sub-functions to optimize resource usage
- Horizon scanning, especially in Fraud, to keep abreast of the emerging typologies
- Balancing fair customer outcome with protecting bank’s losses
- Tracking macroeconomic environment and addressing anticipated changes proactively

**Role Context**
- The role holder reports to the Head of WPB (Market) but will act with a high degree of independence due to the scale of the impact on the business. The role holder will drive day to day execution at scale in line with the standards set by the Global business leads. The role holder will be directly engaged with the Market LOB CRO and other relevant second line of defense teams

Requirements

**Knowledge and Experience**
- Deep technical experience in managing retail lending across the entire credit cycle, as well as external fraud
- Previous experience in Risk Management
- Comprehensive knowledge of the external environment (risk, regulatory, political, competitors etc.).
- Outstanding relationship management, collaboration and influencing skills with experience of positive, challenging interactions with senior executives across mult