Job Description

Some Careers Grow Faster Than Others.

If you’re looking for a career that will help you to 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.

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high-caliber professional to join our team as Operations Manager

Roles & Responsibilities:

In this role, you will:

• Accountable for conducting card-fraud investigations in line with Card Scheme regulations and the Bank’s procedures, to minimize losses for both the Bank and customers.
• Monitor emerging card-fraud trends and promptly escalate incidents to the FM team, enabling timely preventative action (including rule tuning) to reduce future fraud.
• Liaise with key stakeholders on dispute cases—card schemes (Visa, Mastercard), acquiring banks, and merchants—to obtain the information needed to support case resolution.
• Identify recurring policy or control gaps through quality checks/assurance and escalate themes for remediation.
• Assess the impact of new regulatory and internal requirements and provide timely feedback to relevant teams.
• Deliver fair customer outcomes and maintain standards of conduct that support orderly and transparent financial markets.
• Support delivery of change programmes, including Global Standards, as directed by the line manager.
• Ensure escalations and complaints are managed promptly and appropriately, meeting customer needs and expectations.
• Build and sustain strong professional relationships with stakeholders across the end-to-end process.
• Ensure adherence to audit and compliance requirements, proactively flagging risks and issues to management.
• Drive zero operational and reputational loss through effective controls and timely action.
• Produce accurate and timely MI reporting.

Qualifications & Experience

• Preferably 3–5 years’ relevant experience.
• Degree-qualified, with a minimum of 5 years’ experience in a financial institution.
• Hands-on experience in fraud investigation, dispute processing, and risk management, with a proven ability to support business activity while consistently applying strong risk controls and disciplines.
• Strong relationship-building skills, with the ability to communicate and collaborate effectively with consultants, technical specialists, SMEs across the wider function, as well as Compliance and business users.
• Able to perform accurately under pressure, maintaining a high level of attention to detail.
• Quickly learn policies and guidance across different jurisdictions; able to interpret complex regulatory changes and assess their impact.
• Proficient in PC applications, internet search tools, and banking platforms.
• Strong analytical capability and sharp attention to detail, evidenced by the ability to review and research documentation and evaluate the end-to-end fact pattern for dispute claims.
• Strong problem-solving skills and effective customer communication.
• Customer-first mindset is essential, with a focus on delivering an exceptional service experience.
• Fast learner, able to adapt to frequent changes and updates in role requirements and knowledge.
• Strong written communication skills, with the ability to complete required documentation to a high standard.

http://www.hsbc.com/careers

About HSBC Vietnam: https://www.about.hsbc.com.vn/vi-vn

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