Fraud Operations Sr Supervisor

About the Position

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

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 the area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, and timeliness of end results. Work generally affects the own team as well as other closely related work teams. Full supervisory responsibility, ensuring motivation and development of the 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 the 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 the 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.

Requirements

• Experience: 2-5 years of relevant experience in a Fraud Operations or Leadership role.
• Skills:
  • Proficient project and/or performance management skills.
  • Effective written and verbal communication.
  • Influencing and relationship management skills.
  • Proficient with Microsoft Office.

Education

• Bachelor's/University degree or equivalent experience.

Nice to Have

• Complementary skills as listed above.

We Offer

• Competitive salary.
• Comprehensive benefits package.
• Opportunity to work in a dynamic and inclusive environment.
• Professional growth and development opportunities.

About the Company

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

Location

• City: Pune
• Country: India
• Type: Hybrid

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