Fraud Operations Senior Manager

Citi • Jacksonville, FL

7d • $87,600 - $131,400 • Onsite

About The Position

The Fraud Ops Sr 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. This Fraud Ops Sr Manager - C13 role is an integral part of the Financial Crimes and Fraud Prevention team, specifically within Global Operations for Commercial Card Fraud. The role focuses on enhancing the operational resilience of Commercial Card and Virtual Card offerings, which are critical payment solutions designed for streamlined expenses and secure online payments. As a global Sr Manager, this position is responsible for Commercial Card Fraud Operation's global dispute teams, process ownership, and vendor relations. It is crucial in driving a transformative, digital-first strategy to achieve industry-leading fraud performance while improving customer experience through automation and digitization.

Requirements

• 6-10 years of experience in a related role
• Basic knowledge of the industry required
• Proven success in a similar position
• Demonstrated ability to persuade and influence others
• 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
• 6-10 years of experience in fraud and/or dispute operations
• Proven success as an operations manager of other managers and/or Officer level employees, expense management, and process target achievement
• Demonstrated experience and understanding of Visa/Mastercard Association dispute guidelines.
• Strong process management skills, with a track record of successfully creating, maintaining, and uplifting processes with a continuous improvement mindset toward endless improvement of process quality, process efficiency, and Client experience.
• Proficiency in the review, design, and strategic uplift of operational controls, specifically within a fraud prevention context.
• Fraud and/or Dispute experience required

Nice To Haves

• Master's degree preferred
• Commercial Card experience preferred
• Senior level experience in a similar position preferred
• Spanish language proficiency preferred

Responsibilities

• Manage one or more teams and a component of the fraud loss portfolio
• Manage fraud losses and ensure the team supports the portfolio, and make decisions using a risk/reward and customer centric balance
• Monitor execution of operational objectives, authorization detection strategies and goals for the fraud area, and help mitigate fraud losses
• Evaluate subordinates' performance and make recommendations for pay increases, hiring, terminations and other personnel actions
• Provide evaluative judgment based on information analysis in complicated and unique situations
• Direct area supported and oversee the delivery of end results and budget management, and conduct resource planning activities
• Ensure essential procedures are followed and contribute to defining standards, and participate in change management initiatives
• 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.
• Commercial Card Fraud Operation's global dispute teams, process ownership, and vendor relations.
• Driving a transformative, digital-first strategy to achieve industry-leading fraud performance while improving customer experience through automation and digitization.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager