Fraud Operations Sr Manager

Citizens Bank
United States
Workplace: HybridFull timeFunction: Business OperationsEducation: bachelorsSkills: ["Budget management","Customer empowerment","Diversity and inclusion"]

Lead and scale the fraud operations team in Irving, overseeing customer outreach, fraud detection, and claims processing. Drive KPI-based performance in a high-volume, regulated environment, ensuring quality, efficiency, and timely outcomes. Partner with Command Center/workforce management to use data for capacity and productivity improvements. Collaborate with technology and product teams to implement fraud operations tools and AI/agentic capabilities while maintaining appropriate oversight. Hire, develop, and retain operational talent.

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FursaFursa
Citizens Bank
Citizens Bank
2 days ago

Fraud Operations Sr Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead and scale the fraud operations team in Irving, overseeing customer outreach, fraud detection, and claims processing. Drive KPI-based performance in a high-volume, regulated environment, ensuring quality, efficiency, and timely outcomes. Partner with Command Center/workforce management to use data for capacity and productivity improvements. Collaborate with technology and product teams to implement fraud operations tools and AI/agentic capabilities while maintaining appropriate oversight. Hire, develop, and retain operational talent.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Sr. Manager level

Key Responsibilities

  • •Oversee a multi-level fraud operations organization responsible for customer outreach, fraud detection, and claims processing.
  • •Establish, monitor, and optimize KPIs to meet financial, customer experience, and timeliness expectations.
  • •Drive consistent execution of high-velocity, regulated work with strong focus on quality, efficiency, and workforce engagement.
  • •Use data with the Command Center/workforce management team to identify trends, manage capacity, and improve productivity.
  • •Hire, develop, and retain operational talent, and partner with technology/product teams to implement operational tools and AI/agentic capabilities.

Key Requirements

  • •Bachelor's degree preferred.
  • •Experience in fraud operations, banking, financial services, customer service, investigations, risk management, or a related field.
  • •Proven experience leading operations in financial services or similarly high-volume, regulated environments.
  • •Demonstrated operations management strength, including workforce leadership, KPI-driven execution, and continuous improvement.
  • •High comfort with technology and process automation, including partnering with technology teams to adopt new tools.
Experience:Fraud operationsBankingFinancial servicesCustomer serviceRisk managementClaims operations
Education:Bachelor's
Skills:Budget managementCustomer empowermentDiversity and inclusion

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website