Fraud Operations Group Manager - Cards Security Operations

Citi • San Antonio, TX

1d • Onsite

About The Position

The Fraud Operations Group Manager is a senior management level position responsible for accomplishing results through the management of a team or department to drive fraud management policies, processes and procedures to minimize the impact of fraud in coordination with the Operations - Services team. The overall objective of this role is to manage fraud losses by ensuring analysts make appropriate decisions using risk/reward balance methodology. Responsibilities: Manage multiple teams or a functional area and a component of the fraud loss portfolio Contribute to the development of fraud management policies, processes, procedures, tactics and strategies for portfolios under oversight Manage fraud losses and ensure analysts make appropriate decisions, managing the execution of operational objectives and goals Recommend, direct and approve fraud decisions on domestic and international corporate relationships using detailed financial, industry ratios Redirect and participate in identifying resource needs to meet strategic objectives and initiatives, and assist in executing change initiatives Develop, manage and execute merchant fraud and collusion detection strategies, and identify process improvements to support the area Develops the information infrastructure to support improvement strategies across all portfolios Evaluate subordinates' performance and make recommendations for pay increases, hiring, terminations and other personnel actions Ensure essential procedures are followed and contribute to defining standards 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. Fraud Loss, Client Experience and OpEx management – this is a developing aspect of the role. Leveraging Sentiment and NPS data to improve the client experience, ensuring buy-in and action from the team. This must be balanced with Fraud Loss & Operating Expense – continued working sessions with Fraud Policy on how we can prevent losses, while also working through Cap Planners/Technology on ways to save expenses. Monthly Business Reviews – regular cadence of producing data for senior leaders, for business reviews and fraud partners (fraud policy, analytics, risk). Ability to manage many adhoc requests - technology asks for resources or testers, escalated client, system oversight of bots/fids/applications, etc.

Requirements

• 10+ years of experience in a related role
• Senior to advanced level experience in a similar position, in Ops with people management experience
• Strong people leadership – providing direction, appropriate delegation, coaching, and talent development.
• Strong communication skills needed both oral and written.
• Ability to juggle competing large-scale priorities along with day-to-day BAU responsibilities
• Risk control mindset – will be participating in Issue lifecycle. This may include drafting detailed write ups, determining severity, participating in milestone management, working with your internal teams to design controls and providing approvals, etc.
• Robust understanding of the industry
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated ability to remain unbiased in a diverse working environment
• Bachelor’s degree/University degree or equivalent experience

Nice To Haves

• Fraud experience preferred
• Master’s degree preferred

Responsibilities

• Manage multiple teams or a functional area and a component of the fraud loss portfolio
• Contribute to the development of fraud management policies, processes, procedures, tactics and strategies for portfolios under oversight
• Manage fraud losses and ensure analysts make appropriate decisions, managing the execution of operational objectives and goals
• Recommend, direct and approve fraud decisions on domestic and international corporate relationships using detailed financial, industry ratios
• Redirect and participate in identifying resource needs to meet strategic objectives and initiatives, and assist in executing change initiatives
• Develop, manage and execute merchant fraud and collusion detection strategies, and identify process improvements to support the area
• Develops the information infrastructure to support improvement strategies across all portfolios
• Evaluate subordinates' performance and make recommendations for pay increases, hiring, terminations and other personnel actions
• Ensure essential procedures are followed and contribute to defining standards
• 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
• Fraud Loss, Client Experience and OpEx management – this is a developing aspect of the role. Leveraging Sentiment and NPS data to improve the client experience, ensuring buy-in and action from the team. This must be balanced with Fraud Loss & Operating Expense – continued working sessions with Fraud Policy on how we can prevent losses, while also working through Cap Planners/Technology on ways to save expenses.
• Monthly Business Reviews – regular cadence of producing data for senior leaders, for business reviews and fraud partners (fraud policy, analytics, risk).
• Ability to manage many adhoc requests - technology asks for resources or testers, escalated client, system oversight of bots/fids/applications, etc.

Benefits

• In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
• Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
• Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
• For additional information regarding Citi employee benefits, please visit citibenefits.com.
• Available offerings may vary by jurisdiction, job level, and date of hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees