Fraud Operations Senior Supervisor

Citigroup; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Citigroup is seeking a Fraud Operations Sr Supervisor to lead a medium-sized team of Fraud Agents, ensuring high-quality, timely outcomes while performing rigorous risk assessments for Citi's clients. The role emphasizes development of staff, adherence to policies, and continuous process improvements to strengthen controls.

The ideal candidate will demonstrate strong leadership, strong communication, and the ability to influence cross-functional teams in a fast-paced environment.

Responsibilities

• Lead and develop a medium sized team of Fraud Agents and ensure they meet performance metrics and provide effective customer service with proper risk assessments for Citi's clients.
• Monitor fraud trends and call volumes, analyze data, and apply in-depth knowledge to resolve issues and minimize fraud loss.
• Influence resource planning and delivery of end results; mentor leaders and support succession planning.
• Evaluate team performance and make staffing, pay, promotions and disciplinary recommendations.
• Create action steps and timelines with attention to detail to improve team performance.
• Drive process improvements and organizational change to remove friction and improve productivity.
• Ensure high quality outputs and timely delivery while maintaining compliance with policies and regulations.

Job description

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 area of expertise. Strong communication and diplomacy skills are required. Generally, has responsibility for volume, quality, and timeliness of end results. 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

• 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 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 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.
• Independently exercise judgement and decision‑making in managing day‑to‑day responsibilities, including evaluating complex situations, resolving issues, and determining appropriate courses of action. Drive and influence delivery of work within area of responsibility, contributing to operational priorities and ensuring progress against timelines. Will be accountable for delivery outcomes, including quality and timelines, and may have a measurable impact on business results within scope. In addition, will provide oversight on execution by reviewing outputs, guiding approach where required, and addressing gaps to ensure delivery meets expected standards. Take ownership of decisions and deliverables within remit, applying analytical thinking and professional expertise to solve problems and ensure effective outcomes.
• Support execution of business decisions within the function by translating direction into actionable steps and ensuring effective follow‑through. Address non‑routine situations and practical challenges by applying judgement to identify solutions or take decisions within scope. Will support effective functioning of the business area by ensuring processes are implemented consistently and outputs meet expected standards. Operate across varied and evolving situations, exercising discretion to respond to changing requirements and priorities, while ensuring reliability, timeliness, and quality in execution within defined scope.
• Applies domain expertise and advanced analytical capability to deliver outputs aligned with established standards and professional benchmarks. Evaluate business requirements by analyzing complex issues, forming well‑reasoned views, and recommending practical, implementable solutions. Apply structured thinking, analytical rigor, and creativity in approaching work, particularly in situations where standard methodologies may require refinement. Exercise sound professional judgement in int