First Party Fraud Policy Group Manager

Citi•San Antonio, TX

11d

About The Position

Develop/maintain robust tracking and monitoring practices; continually ensure processes (the “how”) are optimized to enable rapid decisioning Manage and develop high performing team; establish bench strength to support needed fraud capabilities and business goals Developing and executing effective root cause and lessons learned strategies that drive continuous improvement in the bank's oversight and execution of fraud risk management. Review and understand latest fraud/customer abuse trends and communicate directional areas of focus to the business, Operations and Analytics. Identify emerging risks and threats and specify potential areas for Operational and Analytic improvements. Lead efforts to streamline Operational processes to improve customer experience, fraud/abuse detection effectiveness, and Operational cost. Drive the implementation of productivity improvements and tool enhancements to identify fraud/customer abuse more effectively. Participate on cross-functional teams to enhance the Fraud Management process. Work with Operational Risk, Internal Audit and Compliance along with Control Standard and Process owners to identify and evaluate the effectiveness of controls. Partner with Policy, Operations, MIS/Analytics and Process Integration to ensure timely and comprehensive communication and foster consistency and transparency. Partner with Credit Policy and Financial Crimes units to identify trends and mitigate losses while minimizing good customer impacts.

Requirements

10+ years relevant experience, preferred
Excellent communication skills - verbal & written
Bachelor's degree or equivalent experience
Strong analytical skills
Ability to work independently and influence others
Strong project management ability
Strong verbal and written communication skills
Excellent problem solving, conflict resolution and change management skills
Analytical Thinking, Constructive Debate, Controls Design, Escalation Management, Issue Management, Operational Risk, Policy and Procedure, Policy and Regulation, Risk Controls and Monitors, Risk Identification and Assessment

Nice To Haves

Disputes/Claims OR Bank/Card fraud management experience, preferred
Disputes/Claim Regulatory knowledge preferred

Responsibilities

Develop/maintain robust tracking and monitoring practices
Optimize processes to enable rapid decisioning
Manage and develop high performing team
Establish bench strength to support needed fraud capabilities and business goals
Develop and execute effective root cause and lessons learned strategies
Drive continuous improvement in the bank's oversight and execution of fraud risk management
Review and understand latest fraud/customer abuse trends
Communicate directional areas of focus to the business, Operations and Analytics
Identify emerging risks and threats
Specify potential areas for Operational and Analytic improvements
Lead efforts to streamline Operational processes to improve customer experience, fraud/abuse detection effectiveness, and Operational cost
Drive the implementation of productivity improvements and tool enhancements to identify fraud/customer abuse more effectively
Participate on cross-functional teams to enhance the Fraud Management process
Work with Operational Risk, Internal Audit and Compliance along with Control Standard and Process owners to identify and evaluate the effectiveness of controls
Partner with Policy, Operations, MIS/Analytics and Process Integration to ensure timely and comprehensive communication and foster consistency and transparency
Partner with Credit Policy and Financial Crimes units to identify trends and mitigate losses while minimizing good customer impacts
Ensure adherence to all regulatory, control and compliance requirements
Identifies issues and outlines scope
Probes beyond symptoms to determine the underlying causes of problems
Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency while balancing a need for action with a need for analysis
Demonstrated ability to execute upon prioritized business goals/action plans
Understands businesses processes, risks and can identify control issues