AVP - Fraud Operations

The Operations Support Manager is responsible for providing leadership to a team involved in performing Fraud Investigations and Recoveries for Credit Card and Retail Bank functions for U.S. Personal Banking products and allied services. This role involves full supervisory responsibility, ensuring team motivation and development through professional leadership. Responsibilities include performance evaluation, hiring, direction of daily tasks, and responsibilities. Having strong operations knowledge in Fraud operations (US Credit Cards & Retail) and Chargeback processes is crucial for this role. The Manager will supervise and manage teams involved in complex processes. They will also lead or participate in strategic initiatives to reduce manual touchpoints and enhance controls through systemic enhancements. Participation in leadership meetings to contribute valuable suggestions ensuring risks and control aspects are properly addressed is essential. The Manager will serve as a partner to the onshore team in reengineering initiatives and ensure 100% delivery as per agreed Service Level Agreements (SLA). Maintaining a strong stakeholder connect through regular touchpoint meetings and managing COB strategies well through proactive planning is also part of the responsibilities. In terms of team management, the Manager will handle a team, provide appropriate coaching and support, and foster an environment of learning and development. They will work towards creating a self-sustained team through cross-training and drive adherence to Citi culture. Emphasizing team building and employee engagement activities to maintain high team morale is important. Qualifications for this role include 12-15 years of relevant experience in managing Operation Risk. The ideal candidate should have excellent verbal and written communication skills, be customer-focused, possess excellent interpersonal skills, and work well in a team environment collaborating across diverse groups. Demonstrated understanding of complex operation processes and knowledge of financial investigations or General ledger is preferable. The candidate should be able to work under pressure, manage deadlines, be self-motivated, detail-oriented, and exhibit problem-solving and decision-making skills. Education required is a Bachelors/University degree. Candidates should be willing to work in 24*7 shifts, including late-night shift start timings, and be flexible for any shift timing, including rotation shifts, permanent night shifts, and late-night shifts. Please note that this job description provides a high-level overview of the work performed, and other job-related duties may be assigned as required. Citi is an equal opportunity and affirmative action employer, and interested applicants are encouraged to apply for career opportunities.,