Fraud Operations Sr Manager

Citizens Financial Group•Irving, TX

3d•Hybrid

About The Position

The Fraud Operations Site Leader – Irving TX is a new role, in our new office in Irving, TX. This leader will oversee Fraud Operations colleagues and processes in the Irving Site. The leader will build and manage a next-generation fraud operations team, combining strong operations management discipline with data-driven insights and modern technology to deliver efficient, high-quality outcomes and excellent customer experiences. This role is ideal for an experienced operations leader who thrives in high-volume, regulated environments and is comfortable leveraging data and technology—including emerging AI and agentic tools—to drive performance, scalability, and continuous improvement.

Requirements

Experience in fraud operations, banking, financial services, customer service, investigations, risk management, or a related field required.
Proven experience leading operations in financial services or similarly high-volume, regulated environments (e.g., insurance, government programs, medical or claims-based operations).
Demonstrated strength in operations management, including workforce leadership, KPI-driven execution, and continuous improvement.
Strong analytical skills with the ability to use data to manage performance and drive outcomes.
High level of comfort with technology and process automation; experience partnering with technology teams and adopting new tools is essential.
Change-oriented, innovative leader with the ability to scale teams, implement new operating models, and deliver results in dynamic environments.

Nice To Haves

Bachelor's degree preferred.
Experience in fraud detection, prevention, or resolution is beneficial, but not required for the right operational leader.

Responsibilities

Operations Leadership & Performance Management: Lead a multi-level, global fraud operations organization responsible for customer outreach, fraud detection, and claims processing.
Establish, monitor, and optimize key performance indicators (KPIs) to ensure outcomes align with financial, customer experience, and timeliness expectations.
Drive consistent execution of high-velocity, regulated operational work with a strong focus on quality, efficiency, and workforce engagement.
Collaborate with other site leaders and stakeholders to continuously improve processes and outcomes.
Data-Driven Decision Making: Work with the Command Center/Workforce management team to use data to identify trends, manage capacity, improve productivity, and inform operational decisions.
Translate insights into actionable improvements across processes, controls, and customer experiences.
Technology & Innovation: Partner with technology and product teams to implement and enhance operational tools, controls, and platforms, including industry-leading and emerging AI/agentic capabilities.
Champion change and innovation, adopting new technologies and operating models to modernize fraud operations while maintaining appropriate oversight and controls.
People & Stakeholder Leadership: Hire, develop, and retain top operational talent within a newly formed fraud operations organization.
Build strong cross-functional relationships within Fraud & Claims and across the broader matrix organization to ensure alignment and shared accountability.