Fraud Operations Leader, AI-Driven & High-Velocity

Citizens Bank; Irving (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Citizens Bank seeks a Fraud Operations Site Leader for Irving, TX to oversee the local fraud operations and build a next-generation team focused on quality and customer experience.

You will drive KPI-driven performance in a high-volume, regulated environment, partner with technology, and champion data-informed decisions using AI and automation to scale operations while maintaining strong controls.

Qualifications

• Bachelor's degree preferred in a related field.
• Experience leading operations in a high-volume, regulated environment.
• Proven ability to use data to drive performance and continuous improvement.

Responsibilities

• Lead a multi-level global fraud operations organization responsible for outreach, detection, and claims processing.
• Establish, monitor, and optimize KPIs to align with financial and customer experience goals.
• Drive high-velocity, quality-focused operational execution and workforce engagement.
• Collaborate with site leaders to continuously improve processes and outcomes.
• Partner with technology teams to implement tools and platforms, including AI capabilities.

Skills

Analytical skills

Data-driven decisions

Leadership

Operations management

Regulated environment experience

Education

Bachelor's degree preferred

Tools

AI tools

Workflow automation

Job description

Citizens Bank seeks a Fraud Operations Site Leader for Irving, TX to oversee the local fraud operations and build a next-generation team focused on quality and customer experience.

You will drive KPI-driven performance in a high-volume, regulated environment, partner with technology, and champion data-informed decisions using AI and automation to scale operations while maintaining strong controls.