Senior Manager, Fraud & Claims Quality Control (QC)

Citizens Bank•Johnston, RI

9h•Hybrid

About The Position

The Senior Manager, Fraud & Claims Quality Control (QC) is responsible for the end-to-end leadership, strategy, and execution of the Fraud & Claims QC program. This role provides oversight of quality control frameworks, ensuring alignment with regulatory requirements, risk management standards, and business objectives. This leader is accountable for driving a robust, forward-looking QC program that not only identifies risk but shapes operational improvements, enhances control effectiveness, and enables better business outcomes. The role requires a strong people leader with deep Fraud and Claims expertise, exceptional attention to detail, and the ability to lead through change in a complex, evolving environment.

Requirements

3+ years of leadership experience, including managing managers and/or leading large, complex teams
3+ years of experience in Fraud, Claims, or Operations within a financial services environment
Demonstrated experience leading enterprise or program-level initiatives
Strong decision-making and problem-solving ability, with comfort operating in ambiguity
Exceptional attention to detail and risk awareness
Proven ability to coach, develop, and lead high-performing teams
Strong organizational and execution skills, with ability to manage competing priorities
Advanced analytical and critical thinking skills
Excellent communication and executive presence, with ability to influence senior stakeholders

Nice To Haves

Experience in Quality Assurance (QA) or Quality Control (QC) program leadership
Background in Risk Management, Compliance, or Internal Audit
Experience supporting regulatory exams or large-scale audits
Strong understanding of Fraud & Claims processes across multiple products (Debit, Credit Card, ACH, ID Theft, etc.)
Experience leading process transformation, automation, or change management initiatives

Responsibilities

Own and continuously evolve the Fraud & Claims QC program strategy, including frameworks, methodologies, and governance
Establish and maintain enterprise standards for QC execution, sampling, testing, and documentation
Ensure QC programs provide accurate, comprehensive visibility into operational performance, regulatory adherence, and emerging risks
Lead program enhancements, including sampling model changes, control redesign, and expanded QC coverage
Lead, coach, and develop a team of QC Managers and analysts, building a high-performing, accountable organization
Set clear performance expectations aligned to business and risk objectives
Drive a strong coaching culture, ensuring feedback is actionable, consistent, and tied to performance improvement
Ensure effective capacity planning, prioritization, and execution discipline across the team
Act as a senior leader responsible for maintaining a strong risk and control environment across Fraud & Claims QC
Partner with Risk, Legal, Compliance, and business leaders to ensure controls are well-designed and operating effectively
Oversee issue identification, escalation, root cause analysis, and remediation of QC findings
Ensure readiness and support for internal audits, regulatory exams, and governance forums
Provide oversight of QC execution to ensure accuracy, consistency, and adherence to regulatory and procedural requirements
Drive alignment across QC teams through calibration, standardization, and quality assurance routines
Ensure QC outputs effectively identify process defects, compliance gaps, and operational risk trends
Maintain a disciplined approach to documentation, evidence, and audit readiness
Own and enhance QC reporting frameworks to deliver clear, concise, and actionable insights to senior leadership
Translate QC results into strategic recommendations that drive business decisions
Identify trends, systemic issues, and emerging risks through advanced data analysis and reporting
Drive automation and reporting enhancements to improve efficiency and transparency
Lead large-scale transformation initiatives across the QC program
Drive continuous improvement efforts to enhance quality, efficiency, and effectiveness
Facilitate cross-functional working sessions to solve complex operational and risk challenges
Influence stakeholders and drive adoption of new processes, controls, and technologies
Serve as a trusted advisor to Fraud & Claims leadership, providing insights on quality performance and risk exposure
Build strong partnerships across Operations, Risk, Compliance, and Audit
Influence decision-making through data-driven insights, sound judgment, and business acumen
Represent the QC function in leadership forums, risk committees, and governance meetings