- Drive performance management and service stability by monitoring queue health, throughput, ageing, SLA/turnaround, productivity and rework drivers; identify 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.
- 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.
Job Responsibiltiies
- University Graduate in Business, Finance, Banking, Accounting, Risk, Statistics, Data/IT or related disciplines.
- At least 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).
- 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.
