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Senior Fraud Operations Manager

2 months ago

Florence, Kentucky, United States Citigroup Inc Full time
Job Summary

Citigroup Inc. is seeking a highly skilled Senior Fraud Operations Manager to lead our Fraud Operations team. As a key member of our operations team, you will be responsible for providing strategic leadership and direction to the team, ensuring the delivery of high-quality results and driving business growth.

Key Responsibilities
  • Team Leadership: 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.
  • Project Management: Manage department projects/processes, monitor and analyze changes in Fraud trends/call volumes, and provide evaluative judgment based on analysis of factual information in variable and unique situations.
  • Process Improvement: Directly impact the area through shared responsibility for delivery of end results and contribution to planning and formulation of procedures; influence resource planning.
  • Leadership Development: Develop leaders and their skill set, provide growth opportunities through guidance and mentorship in conjunction with succession planning.
  • Performance Evaluation: Evaluate team's performance and make recommendations for staffing, pay increases, promotions, terminations, etc.
  • Strategic Planning: Create and execute realistic action steps and timelines for the team with a strict attention to details and performance.
  • Organizational Change: Drive organizational change through innovation and process improvement, eliminating friction points for the team.
  • Team Performance Excellence: Achieve team performance excellence to ensure high-quality and high-volume productivity.
  • Recruitment and Hiring: Recruit, hire, and build a team of highly productive candidates through coaching, collaboration, and motivation of staff.
  • Client Satisfaction: Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and will be measured by specific metrics.
  • Risk Management: 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, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Requirements
  • Experience: 2-5 years of relevant experience in a Fraud Operations or Leadership role.
  • Skills: 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.