Fraud Operations Leader - Senior Supervisor

Citi; New York (NY); Hybrid; USD 19,000 - 32,000; Full time

Job summary

Citi seeks a Fraud Operations Senior Supervisor to lead a medium-sized team of Fraud Agents in a hybrid Pune environment. You will drive performance metrics, assess risk, and implement process improvements to safeguard Citi’s clients and assets.

The role demands deep knowledge of fraud investigations, strong communication, and the ability to mentor staff while managing scheduling in a dynamic setting.

Qualifications

• 8+ years of relevant experience in a Fraud Operations or Leadership role.
• Knowledge and previous experience in the Investigation and Fraud claims process.
• Experience in trend analysis and alerts in early fraud detection.
• Proficient in Microsoft Office and Access.
• Clear and concise written and verbal communication.
• Demonstrated ability to remain unbiased in a diverse working environment.
• Willing to work in Rotational Shifts.

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.
• Directly impacts their area through shared responsibility for delivery of end results and contribution to planning and formulation of procedures; influences resource planning.
• 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.
• Independently exercise judgement and decision-making in managing day-to-day responsibilities, including evaluating complex situations, resolving issues, and determining appropriate courses of action.
• Support execution of business decisions within the function by translating direction into actionable steps and ensuring effective follow‑through.
• Applies domain expertise and advanced analytical capability to deliver outputs aligned with established standards and professional benchmarks.
• Review and oversee work deliverables, providing guidance, feedback and direction to the team ensure outputs are accurate, complete and aligned with requirements.

Skills

Fraud Operations Leadership

Investigation & Fraud Claims

Trend Analysis

Written & Verbal Communication

Diversity & Unbiased Work Ethic

Rotational Shifts

Team Leadership

Education

Bachelor's/University degree or equivalent experience

Tools

Microsoft Office

Access

Job description

Citi seeks a Fraud Operations Senior Supervisor to lead a medium-sized team of Fraud Agents in a hybrid Pune environment. You will drive performance metrics, assess risk, and implement process improvements to safeguard Citi’s clients and assets.

The role demands deep knowledge of fraud investigations, strong communication, and the ability to mentor staff while managing scheduling in a dynamic setting.