At Citizens, we’re more than a bank. You’ll be part of an organization where you can think beyond your role, create new opportunities, and make a meaningful impact!!
In this role, you will lead the day‑to‑day operations of the Fraud Operations Command Center, a critical function responsible for managing fraud and claims operational throughput. Fraud Operations is undergoing a significant transformation through the adoption of Artificial Intelligence and agentic capabilities. As a leader on the team, you will provide vision and direction to develop, scale, and sustain a modern workforce management Command Center.
The Command Center oversees the data, tools, and resources required to ensure fraud claims, disputes, transaction alerts, and customer engagement activities meet service level, quality, and regulatory expectations. You will partner closely with technology, data, and operations teams to build and mature workforce management capabilities. This includes leading a team responsible for workflow assignments, quality and control reviews, and the operational management of global resources. Leveraging your expertise in operations, reporting, and technology, you will define business requirements, oversee solution development, and drive adoption of new tools that improve performance and outcomes. The ideal candidate is a change‑oriented, self‑starter who thrives in a fast‑paced environment and is passionate about using AI‑enabled solutions to enhance operational effectiveness.
As part of our team, you’ll be supported in building a fulfilling career with opportunities to stretch your leadership skills and take on new challenges.
Primary responsibilities include
- Assessment of current workforce management solutions and processes; leading business as usual functions while developing future state.
- Manages a team of workforce, quality assurance, and operations colleagues.
- Managing the global operations workforce and relationships ensuring work assignments are completed within service levels and quality standards.
- Providing vision, thought-leadership, direction and management of future AI-enabled workforce management; the role does not require coding but strong knowledge of how to use data to manage a workforce
- Follows standards and practices for fraud control and management to minimize fraud exposure, loss and regulatory errors.
Qualifications, Education, Certifications and/or Other Professional Credentials
- Required Qualifications
- 5+ years experience leading operations in financial services or similarly high-volume, regulated environments (e.g. insurance, government programs, medical or claims-based operations).
- Demonstrated strength in operations management, including workforce leadership, Key Performance Indicator-driven execution, and continuous improvement.
- Strong analytical skills with the ability to use data to manage performance and drive outcomes.
- Used technology and process automation, experience partnering with technology teams and adopting new tools.
- Change-oriented, innovative leader with the ability to scale teams, implement new operating models, and deliver results in dynamic environments
- Preferred Qualifications
- Financial Services, Fraud, and/or Claims Management knowledge and experience
- Intermediate-level skills with Excel, SharePoint, Tableau, SAS
Hours & Work Schedule
Hours & Work Schedule M-F - 4 days in office, 1 day remote
- Hours per Week: 40
- Work Schedule: 8 am - 5pm
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.
Equal Employment and Opportunity Employer
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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. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
Top Skills
What We Do
As one of the oldest and largest financial services firms in the United States with a history dating back to 1828, we’re committed to providing solutions and expertise that support our customers, clients, colleagues, and communities in what’s next on their own unique journey. We invest in the humans who build the logic, ideas, and innovations that bring new technologies to life. Investments in AI, cloud computing, machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. Whether you’re considering banking with us or looking to work with us, you’ll find a customer-centric culture and a supportive, collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security, learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation
Why Work With Us
We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits, plus a diverse culture of people and perspectives, we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving, and we believe you can too.
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