Senior Fraud Operations Manager

2 weeks ago


San Antonio, Texas, United States Citigroup Inc Full time
Fraud Operations Senior Supervisor Job Description

The Fraud Operations Senior Supervisor is a critical role within Citigroup Inc, responsible for providing strategic leadership and direction to a medium-sized team of Fraud Agents. This position requires a strong understanding of fraud operations and the ability to make informed decisions to minimize fraud loss.

Key Responsibilities:
  • Lead and develop a team of Fraud Agents, ensuring they consistently meet performance metrics and provide effective customer service while making proper risk assessments for Citi'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.
  • 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 needs 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, 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 job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.



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