The Fraud Operations Sr Supervisor provides operational/service leadership and direction to a medium sized team). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques and procedures within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, and timeliness of end results. Work generally affects own team as well as other closely related work teams. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.
Responsibilities:
Lead and develop a medium sized team of Fraud Agents and ensure they consistently meet performance metrics and provide effective customer service while making the proper risk assessments for Citi's clients
Manages department projects/processes, monitors and analyzes changes in Fraud trends/call volumes, and provides evaluative judgment based on analysis of factual information in variable and unique situations. Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues and minimize Fraud Loss
Directly impacts their area through shared responsibility for delivery of end results and contribution to planning and formulation of procedures; influences resource planning. Persuades and influences others through strong communication and diplomacy skills
Develop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning
Evaluate team's performance and makes recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
Create and execute realistic action steps and timelines for the team with a strict attention to details and performance
Drive organizational change through innovation and process improvement, eliminating friction points for team
Achieve team performance excellence to ensure high quality and high-volume productivity
Recruit, hire and build a team of highly productive candidates through coaching, collaboration, and motivation of staff
Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
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.
Qualifications:
10-12 years of relevant experience in a Fraud Operations or Leadership role
Proficient project and/or performance management skills
Effective written and verbal communication
Influencing and relationship management skills
Proficient with Microsoft Office
Education:
Bachelor's/Universitydegree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Operations - Services------------------------------------------------------
Job Family:
Fraud Operations------------------------------------------------------
Time Type:
Full time------------------------------------------------------
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