Ops Sup Sr Supervisor
Core
Provide operational leadership and direction to a medium-sized team of Fraud Agents, ensuring performance metrics, customer service, and risk assessments for Citi's clients.
Role type
Senior Fraud Operations Supervisor
Builds
Fraud operations team performance and risk mitigation processes
Domain
Financial Services / Fraud Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, project management, risk assessment, process improvement, recruitment, compliance adherence, strategic planning
Preferred skills
Mentorship, innovation, change management
Technologies
Microsoft Office
Responsibilities
Lead and develop a medium sized team of Fraud Agents to meet performance metrics and provide effective customer service; Manage department projects and analyze changes in Fraud trends and call volumes; Develop leaders and provide growth opportunities through guidance and mentorship; Evaluate team performance and make recommendations for staffing, pay increases, promotions, and terminations; Create and execute realistic action steps and timelines for the team with strict attention to details; Drive organizational change through innovation and process improvement; Recruit, hire, and build a team of highly productive candidates; Fulfill clients' necessities while providing an exceptional client experience; Appropriately assess risk and drive compliance with applicable laws, rules, and regulations.
Seniority
Senior, hands-on IC with supervisory responsibility