Senior Fraud Operations Manager

4 weeks ago

FL United States Citigroup Inc Full time

The Senior Fraud Operations Manager provides strategic leadership and direction to a medium-sized team. This role applies in-depth knowledge of fraud operations to provide value-added perspectives and advisory services. The successful candidate will contribute to the development of new techniques and procedures within the area of expertise. Strong communication and diplomacy skills are required to effectively lead and motivate the team.

Key Responsibilities:

• Lead and develop a medium-sized team of fraud agents to ensure they consistently meet performance metrics and provide effective customer service while making proper risk assessments for Citigroup's clients.

• Manage department projects and processes, monitor and analyze changes in fraud trends and call volumes, and provide evaluative judgment based on analysis of factual information in variable and unique situations.

• Directly impact the area through shared responsibility for delivery of end results and contribution to planning and formulation of procedures; influence resource planning.

• Develop leaders and their skill set, provide growth opportunities through guidance and mentorship in conjunction with succession planning.

• Evaluate team performance and make recommendations for staffing, pay increases, promotions, terminations, and other personnel actions.

• Create and execute realistic action steps and timelines for the team with a strict attention to details and performance.

• Drive organizational change through innovation and process improvement, eliminating friction points for the team.

• Achieve team performance excellence to ensure high-quality and high-volume productivity.

• Recruit, hire, and build a team of highly productive candidates through coaching, collaboration, and motivation of staff.

• Fulfill client necessities while providing an exceptional client experience, measured by specific metrics.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets, by driving compliance with applicable laws, rules, and regulations.

Qualifications:

• 2-5 years of relevant experience in a fraud operations or leadership role.

• Proficient project and/or performance management skills.

• Effective written and verbal communication.

• Influencing and relationship management skills.

• Proficient with Microsoft Office.

Education:

• Bachelor's/University degree or equivalent experience.

This role requires a strong understanding of fraud operations and leadership principles, with the ability to motivate and develop a team to achieve high-quality and high-volume productivity.

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