Chargeback Senior Supervisor

Fraud Operations / Chargeback Sr Supervisor provides operational/service leadership and direction to a medium sized team. Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques and procedures within area of expertise. Strong communication and diplomacy skills are required. Generally, has responsibility for volume, quality, and timeliness of end results. Work generally affects own team as well as other closely related work teams. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations as well as direction of daily tasks and responsibilities.
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. Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues and minimize Fraud Loss
Directly impacts their area through shared responsibility for delivery of end results and contribution to planning and formulation of procedures; influences resource planning. Persuades and influences others through strong communication and diplomacy skills
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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Independently exercise judgement and decision-making in managing day-to-day responsibilities, including evaluating complex situations, resolving issues, and determining appropriate courses of action. Drive and influence delivery of work within area of responsibility, contributing to operational priorities and ensuring progress against timelines. Will be accountable for delivery outcomes, including quality and timelines, and may have a measurable impact on business results within scope. In addition, will provide oversight on execution by reviewing outputs, guiding approach where required, and addressing gaps to ensure delivery meets expected standards. Take ownership of decisions and deliverables within remit, applying analytical thinking and professional expertise to solve problems and ensure effective outcomes.
Support execution of business decisions within the function by translating direction into actionable steps and ensuring effective follow‑through. Address non‑routine situations and practical challenges by applying judgement to identify solutions or take decisions within scope. Will support effective functioning of the business area by ensuring processes are implemented consistently and outputs meet expected standards. Operate across varied and evolving situations, exercising discretion to respond to changing requirements and priorities, while ensuring reliability, timeliness, and quality in execution within defined scope.
Applies domain expertise and advanced analytical capability to deliver outputs aligned with established standards and professional benchmarks. Evaluate business requirements by analyzing complex issues, forming well‑reasoned views, and recommending practical, implementable solutions. Apply structured thinking, analytical rigor, and creativity in approaching work, particularly in situations where standard methodologies may require refinement. Exercise sound professional judgement in interpreting requirements and determining appropriate courses of action, taking into account the broader business context and potential implications.
Review and oversee work deliverables, providing guidance, feedback and direction to the team ensure outputs are accurate, complete and aligned with requirements.
US Retail Banking experience with focus on Fraud Operations,
Credit Card domain and Card Process Fraud Operations.
Advanced Excel, Power BI, Lean Certification
Proficient in Microsoft Office
Comprehensive knowledge of Dispute process
Ability to work unsupervised and apply problem solve capabilities
Ability to work occasional weekends to support Pega releases and COB testing • Working knowledge of Pega and/or G360 functionality, Continuity of Business (CoB) testing, and creating and resolving Trust Receipts (TR’s)
Demonstrated analytical skills
Consistently demonstrates clear and concise written and verbal communication skills
Qualifications:
Overall Work experience 11 to 15 years of relevant experience in a Fraud Operations or Leadership role (2-5 years of relevant experience in a Fraud Operations or Leadership role)
Proficient project and/or performance management skills
Effective written and verbal communication
Influencing and relationship management skills
Proficient with Microsoft Office
Education:
Bachelor's/University degree or equivalent experience
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Job Family Group: Operations - Services
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Job Family:Fraud Operations
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Time Type:Full time
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Most Relevant Skills Please see the requirements listed above.
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Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity e

Skills
Power BI, Excel, Process Improvement