Fraud Operations Sr Manager

Senior Fraud Operations Manager OLB and Mobile Fraud Detection

Citizens Fraud & Claims Organization is seeking a dynamic and experienced Senior Fraud Operations Manager to lead our OLB and Mobile Fraud Detection teams. Citizens Fraud & Claims is dedicated to protecting our customers and ensuring the integrity of our financial operations. This pivotal role involves overseeing workforce management and detection processes, including managing a multi-state team. The ideal candidate will develop and implement strategic methodologies to optimize detection workflow, transform business and customer experiences, manage multiple projects and reduction of overall fraud losses. Additionally, this role will play a crucial part in strategically designing how we approach emerging fraud trends while achieving or exceeding SLA to optimize across all detection types / products during our platform replacement. This role reports directly to the Head of Fraud Detection and offers an exciting opportunity to make a significant impact on our fraud operations teams.

Key Responsibilities :

• Leadership and Management : Lead and manage a multi-state workforce of colleagues, including 2 direct leaders, to ensure efficient workflow while meeting or exceeding KRIs.
• Strategic Development : Develop and implement innovative strategies to enhance overall detection processes.
• Business Transformation : Drive initiatives to transform business operations and improve customer experiences.
• Platform Optimization : Strategically design and implement optimized alert review across all detection / products during platform replacement.
• Vendor Management : Manage relationships with third-party vendors to ensure compliance and optimal performance.
• Detection Optimization : Maintain and improve high levels of detection while mitigating losses through effective management and strategic planning. Achieve or exceed internal SLA with ability to flex colleagues based on trends.
• Data Analysis : Utilize data-driven insights to make informed decisions and identify trends in fraud detection.
• Compliance : Ensure all processes comply with relevant regulations and standards.

Qualifications :

Hours and Work Schedule :

Hours per week : 40

Work Schedule : 8 : 30am - 5 : 00pm, Monday - Friday

Role can be based out of Pittsburgh, PA or Johnston, RI.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status / parenthood, medical condition, military or veteran status, national origin, pregnancy / childbirth / lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and / or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks.