Fraud Ops Site Lead: Data-Driven & AI-Enabled

Citizens

Irving (TX)

On-site

USD 140,000 - 200,000

Full time

3 days ago

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Benefits offered by this job

Hybrid work (4 days in office, 1 day W

Job summary

Citizens is seeking a Fraud Operations Site Leader in Irving, TX to build and manage a next-generation fraud operations team. You will oversee fraud operations, processing, and customer outcomes in a high-volume, regulated environment.

You will leverage data and modern technology, including AI, to drive performance, scalability, and continuous improvement while maintaining strong oversight and controls. This role reports to the Fraud & Claims leadership and involves in-office work with some

Qualifications

Experience leading operations in high-volume environments is required.
Strong analytical skills with data-driven decision making.
Comfort with technology and automation tools.
Experience in fraud detection, prevention, or resolution is a plus.

Responsibilities

Lead a multi-level global fraud operations organization responsible for customer outreach, fraud detection, and claims processing.
Establish, monitor, and optimize KPIs to meet financial, customer experience, and timeliness goals.
Drive high-velocity, regulated operational work with focus on quality, efficiency, and workforce engagement.
Collaborate with site leaders and stakeholders to continuously improve processes and outcomes.
Partner with technology teams to implement and enhance tools, controls, and platforms including AI capabilities.