Head of Fraud Workforce Orchestration

Citizens • Irving, TX

10d • Hybrid

About The Position

At Citizens, we’re more than a bank. You’ll be part of an organization where you
can think beyond your role, create new opportunities, and make a meaningful
impact!!

In this role, you will lead the day‑to‑day operations of the Fraud Operations
Command Center, a critical function responsible for managing fraud and claims
operational throughput. Fraud Operations is undergoing a significant
transformation through the adoption of Artificial Intelligence and agentic
capabilities. As a leader on the team, you will provide vision and direction to
develop, scale, and sustain a modern workforce management Command Center.

The Command Center oversees the data, tools, and resources required to ensure
fraud claims, disputes, transaction alerts, and customer engagement activities
meet service level, quality, and regulatory expectations. You will partner
closely with technology, data, and operations teams to build and mature
workforce management capabilities. This includes leading a team responsible for
workflow assignments, quality and control reviews, and the operational
management of global resources. Leveraging your expertise in operations,
reporting, and technology, you will define business requirements, oversee
solution development, and drive adoption of new tools that improve performance
and outcomes. The ideal candidate is a change‑oriented, self‑starter who thrives
in a fast‑paced environment and is passionate about using AI‑enabled solutions
to enhance operational effectiveness.

As part of our team, you’ll be supported in building a fulfilling career with
opportunities to stretch your leadership skills and take on new challenges.

Requirements

• 5+ years 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, Key Performance Indicator-driven execution, and continuous improvement.
• Strong analytical skills with the ability to use data to manage performance and drive outcomes.
• Used technology and process automation, experience partnering with technology teams and adopting new tools.
• Change-oriented, innovative leader with the ability to scale teams, implement new operating models, and deliver results in dynamic environments

Nice To Haves

• Financial Services, Fraud, and/or Claims Management knowledge and experience
• Intermediate-level skills with Excel, SharePoint, Tableau, SAS

Responsibilities

• Assessment of current workforce management solutions and processes; leading business as usual functions while developing future state.
• Manages a team of workforce, quality assurance, and operations colleagues.
• Managing the global operations workforce and relationships ensuring work assignments are completed within service levels and quality standards.
• Providing vision, thought-leadership, direction and management of future AI-enabled workforce management; the role does not require coding but strong knowledge of how to use data to manage a workforce
• Follows standards and practices for fraud control and management to minimize fraud exposure, loss and regulatory errors.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees