Job Description

The Fraud Operations Sr Supervisor provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong communication and diplomacy skills are required. Generally has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. 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:

* Manages a team of 25+ agents. Provides professional analytical expertise relating to analyzing fraud trends, conducts investigative research into fraud behavior, and losses to determine the nature of fraud patterns.
* Manages department projects/ processes, including data sampling, modeling design, modeling development, validation, and implementation. Filters, prioritizes and validates potentially complex and dynamic material from multiple sources. Leads modeling and analytical projects through completion. Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues. Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions. Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals. Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
* Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning. Persuades and influences others through strong communication and diplomacy skills; may negotiate with external parties.
* 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:

* 2-5 years of experience
* Experience in application and development of advanced statistical models.
* Ability to persuade and influence other people through solid communication and diplomacy skills; can negotiate with third parties.

Education:

* Bachelors/University degree or equivalent experience

Job Description

* Supervise 25+ Fraud Risk Operations staff to perform effectively to achieve business goals
* Administer human resource related functions such as interviewing, hiring, performance management, salary actions, promotions, etc.
* Execute all feedback, training, incentives, etc. in order to maximize departmental efforts
* Must be able to motivate team to achieve optimum results in productivity, quality and performance
* Must be able to develop staff and manage multiple priorities
* Coordinate unit workflow to assure quality and timeliness of account processing
* Provide leadership and guidance to approximately 25+ staff members to accomplish overall objectives by: implementing/utilizing performance measures to provide feedback; managing against performance standards; understanding policy/regulations; communicating with customers daily at a supervisory level.

Job Skills/Qualifications

* BA/BS degree or equivalent training/experience preferred
* Fraud Operations experience strongly preferred
* Three plus years of related business experience including at least one-year supervisory experience
* Proven leadership skills - leading groups or teams
* Strong supervisory and basic management skills
* Ability to link team objectives and business results
* Experience with conflict resolution and problem solving
* Strong written, verbal and analytical skills
* Strong communication and interpersonal skills
* Basic PC skills including word processing and spreadsheets (Word/Excel)
* Experience in organizing and assigning daily work tasks
* Basic understanding of call center environment and company policies and procedures
* Proven ability to coach and motivate staff
* Demonstrated customer satisfaction skills
* Experience interviewing, writing appraisals and corrective action documents.

-------------------------------------------------

Job Family Group:

Operations - Services

-------------------------------------------------

Job Family:

Fraud Operations

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries (Citi) invite all qualified interested applicants to apply for career opportunities. 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 the EEO is the Law poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting