**_The Fraud Operations 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 wide-ranging 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 G36 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_** **_This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required._** ------------------------------------------------------ **Job Family Group:** Operations - Services ------------------------------------------------------ **Job Family:** Fraud Operations ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ **Most Relevant Skills** Please see the requirements listed above. ------------------------------------------------------ **Other Relevant Skills** For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ _Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._ _If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi's_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

📌 Chargeback Senior Supervisor (Pune)
🏢 Citigroup
📍 Pune