ePayments Code Compliance and Quality Lead

Some career choices have more impact than others. At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share. As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market‑leading subsidised private health cover, free salary continuance insurance, share match equity scheme, enhanced parental pay and leave offering, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships. Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to 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 key areas of operations include Retail Banking, Wealth Management and Global Private Banking. The ePayments Code Compliance & Fraud Quality Lead provides governance and oversight of ePayments Code compliance and quality assurance across IWPB Fraud. Sitting within Fraud Business Management, the role ensures that all fraud standards, liability assessments, customer reimbursements, and dispute outcomes are compliant with the ePayments Code and HSBC’s customer fairness and regulatory principles. The role will support HSBC’s alignment with the Scam Prevention Framework, strengthening control discipline and delivering consistent, customer‑focused outcomes. It also ensures that QA findings and insights drive continuous improvement across Fraud, balancing customer experience, compliance expectations, and operational efficiency. Your main responsibilities will include: Oversee adherence to the ePayments Code across Fraud, ensuring accurate liability assessments, fair and timely reimbursements, and compliant dispute outcomes. Act as the SME on ePayments Code interpretation and application, providing expert guidance on complex or borderline cases and ensuring consistent regulatory understanding. Partner with Compliance, Legal, and industry working groups to support continuous uplift in Code interpretation, reporting obligations, and fraud response under the Scam Prevention Framework. Lead QA governance and oversight across Fraud, ensuring consistent execution of frameworks, standards, and control expectations across all lines of defence. Conduct targeted reviews or sampling of fraud case outcomes and QA findings to validate compliance with Code requirements, quality standards, and HSBC’s customer fairness principles. Monitor and report on QA and ePayments Code related data to identify systemic issues, emerging risks, or control gaps, escalating and influencing remediation where required. To be successful in this role, ideally you will need: Bachelor’s degree in a Finance and/or business‑related field. Relevant experience in Fraud, Risk, Quality Assurance, or Compliance within banking/financial services. Strong knowledge of the ePayments Code and related regulatory obligations. Experience in QA governance or oversight. Strong attention to detail, analytical, investigative, and reporting skills. Strong stakeholder management and communication skills. Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations. We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged. 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