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Senior Fraud Operations Manager

2 months ago

Jacksonville, Florida, United States Citigroup Inc Full time
Job Summary

We are seeking a highly skilled Senior Fraud Operations Manager to lead our Fraud Operations team. As a key member of our team, you will be responsible for providing operational leadership and direction to a medium-sized team of Fraud Agents. Your primary focus will be on ensuring that the team consistently meets performance metrics and provides effective customer service while making proper risk assessments for our clients.

Key Responsibilities
  • Lead and develop a medium-sized team of Fraud Agents, ensuring they consistently meet performance metrics and provide effective customer service.
  • 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.
  • Apply in-depth disciplinary knowledge of concepts and procedures within your area to resolve issues and minimize Fraud Loss.
  • Directly impact your area through shared responsibility for delivery of end results and contribution to planning and formulation of procedures.
  • Persuade and influence others through strong communication and diplomacy skills.
  • Develop leaders and their skill set, and 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.
  • Assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.
Requirements
  • 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.