Fraud Operations Senior Supervisor

Overview

Senior supervisory role leading a medium-sized Fraud Operations team, responsible for team performance, development and risk assessment for Citi's clients.

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 in variable and unique situations.
• Apply in-depth disciplinary knowledge of concepts and procedures to resolve issues and minimize fraud loss.
• Share responsibility for delivery of end results and contribute to planning and formulation of procedures; influence resource planning.
• Persuade and influence 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 performance and make recommendations for staffing, pay increases, promotions, terminations, and related decisions.
• 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 of staff.
• Fulfill clients' needs and provide an exceptional client experience, measured by specific metrics.
• Appropriately assess risk when business decisions are made, with particular consideration for the firm's reputation and for safeguarding Citigroup, its clients and assets.
• Drive compliance with applicable laws, rules and regulations, adhere to Policy, apply sound ethical judgment, and escalate, manage and report control issues with transparency.
• Effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

What you'll need

• 2-5 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.
• Bachelor's/University degree or equivalent experience.

Details

• Full-time position.
• Location: Pune, Maharashtra, India.
• Full supervisory responsibility, including performance evaluation, compensation, hiring, disciplinary actions and terminations, as well as direction of daily tasks and responsibilities.