Global Head of Business Intelligence, Strategy and Operational Excellence

Ready to set the global agenda for fraud and credit intelligence?

Why HSBC

HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.

The Role

Fraud and Credit Services (FCS) sits in the First Line of Defence within IWPB and supports the full customer credit lifecycle while managing internal and external fraud risks within the bank’s defined risk appetite. Reporting to the Global Head of Fraud and Credit this role sits at the centre of a 10,000-person global function spanning fraud, underwriting, servicing and collections across 20+ markets. You’ll own the end-to-end agenda for business intelligence, strategy execution, operational excellence, collections strategy and model risk management across all FCS functions. The remit covers delivery across IWPB markets as well as servicing UK, HK and CIB businesses. Success means clearer performance insight across fraud and credit operations, stronger governance and execution discipline, and measurable improvements in customer outcomes, controls and efficiency at scale.

What you'll be doing

• Set the global business intelligence strategy for fraud and credit and turn fragmented operational data into actionable insight
• Establish consistent reporting standards and KPIs to enable performance tracking across fraud and money mule detection, credit originations, collections and operations
• Oversee FCS strategy execution across the end-to-end customer lifecycle with clear cross-functional alignment and governance
• Own function-wide financial planning, cost tracking and resource management including delivery against FRP targets
• Shape AI-enabled future-state operating models across fraud, credit and collections by redesigning and re-engineering processes to simplify controls and improve scalability
• Develop operational analytics for capacity management and day-to-day production performance across FCS functions and markets
• Design collections strategies across markets that balance customer outcomes, conduct expectations, credit losses and operating expense within local policies and regulatory requirements
• Govern model risk management for retail fraud and collections model families by setting standards, enabling monitoring and supporting independent reviews and audits
• Build targeted training and workforce capability programmes supported by effective communication and feedback channels
• Manage a global team of c.150-200 specialists embedded across FCS supporting IWPB markets, home markets and CIB

What we're looking for

• Bring extensive operational experience across fraud and money mule controls, credit originations and collections risk management across multiple geographies
• Demonstrate deep technical experience designing and implementing collections strategies across diverse portfolios including segmentation models, contact treatments, hardship offers and debt recovery
• Show hands-on business intelligence experience including implementing consistent performance tracking for fraud and credit within a global framework
• Apply strong model risk management knowledge including governance standards, model monitoring and oversight of large model families preferably across fraud and credit
• Evidence financial management capability at scale including budgeting, forecasting and cost and resource tracking in a large function
• Provide direct experience in operations analytics, capacity planning and end-to-end process re-engineering across a large operational base
• Influence effectively across senior stakeholders in a complex matrix covering business, risk, product and technology partners
• Communicate clear recommendations by distilling complex information into concise, decision-ready insight
• Identify and escalate risk management interventions where needed across fast-paced environments and operational journeys

Global fraud and credit performance

This role shapes how FCS uses insight, governance and operating discipline to protect customers and the bank at scale - across more than 4 billion credit and fraud transactions and around $1.6 billion in annual credit and fraud losses. If you want to set the global direction for business intelligence, strategy execution, operational excellence, collections strategy and model risk management across a function with 10,000 colleagues and a $400 million cost base, we’d like to hear from you. You’ll work across markets and global businesses to strengthen outcomes, simplify operations and embed sustainable control and performance standards. Apply to help build a clearer, more connected and more effective fraud and credit function across HSBC.

Opening up a world of opportunity http://www.hsbc.com/careers

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Issued by The Hongkong and Shanghai Banking Corporation Limited.