Fraud Operations Senior Supervisor

Overview

Lead a medium-sized team of Fraud Agents in Fraud Operations, providing full supervisory responsibility, operational and service leadership, and direction.

What you'll do

• Lead and develop a medium-sized team of Fraud Agents to consistently meet performance metrics and provide effective customer service while making proper risk assessments for Citi's clients.
• Manage department projects and processes, monitor and analyze changes in fraud trends and call volumes, and provide evaluative judgment based on factual information.
• Apply in-depth disciplinary knowledge to resolve issues and minimize fraud loss.
• Develop leaders and their skill sets, providing growth opportunities through guidance, mentorship and succession planning.
• Evaluate team performance and make recommendations for staffing, pay increases, promotions and terminations.
• Perform full supervisory duties including performance evaluation, compensation, hiring, disciplinary actions and terminations, and direct daily tasks and responsibilities.
• Create and execute realistic action steps and timelines for the team with strict attention to detail 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.
• Persuade and influence others through strong communication and diplomacy skills.
• Assess risk when business decisions are made, driving compliance with applicable laws, rules and regulations, adhering to policy, and escalating and reporting control issues with transparency.
• Review and oversee work deliverables, providing guidance, feedback and direction to ensure outputs are accurate, complete and aligned with requirements.

What you'll need

• 8+ years of relevant experience in a Fraud Operations or Leadership role.
• Knowledge and previous experience in the investigation and fraud claims process.
• Experience in trend analysis and alerts in early fraud detection.
• Proficient in Microsoft Office and Access.
• Consistently demonstrates clear and concise written and verbal communication.
• Demonstrated ability to remain unbiased in a diverse working environment.
• Willing to work in rotational shifts.
• Bachelor's/University degree or equivalent experience.

Details

• Location: Pune, Maharashtra, India.
• Rotational shifts.