Fraud Operations Sr Manager- Claims Workflow & Recovery

Citizens Fraud & Claims Organization is seeking a dynamic and experienced Senior Fraud Operations Manager to lead our Claims Workflow and Recovery team. Citizens Fraud & Claims is dedicated to protecting our customers and ensuring the integrity of our financial operations. This pivotal role involves overseeing workforce management and recovery processes, including managing a global team responsible for workflow and claims chargeback/recovery. The ideal candidate will develop and implement strategic methodologies to optimize claims workflow, transform business and customer experiences, manage third-party vendor relationships, and ensure high levels of recovery. Additionally, this role will play a crucial part in strategically designing how our re-imagined claims processing can optimize across all claims types/products during our platform replacement. This role reports directly to the Head of Claims Operations and offers an exciting opportunity to make a significant impact on our fraud operations.

Key Responsibilities:

• Leadership and Management: Lead and manage a global workforce of 53 colleagues, including 2 direct leaders, to ensure efficient workflow and recovery processes.
• Strategic Development: Develop and implement innovative strategies to enhance claims workflow and recovery processes.
• Business Transformation: Drive initiatives to transform business operations and improve customer experiences.
• Platform Optimization: Strategically design and implement optimized claims processing across all claims types/products during platform replacement.
• Vendor Management: Manage relationships with third-party vendors to ensure compliance and optimal performance.
• Recovery Optimization: Maintain and improve high levels of recovery through effective management and strategic planning.
• Data Analysis: Utilize data-driven insights to make informed decisions and identify trends in fraud claims and recovery processes.
• Compliance: Ensure all processes comply with relevant regulations and standards.

Qualifications:

• Experience: Extensive experience in fraud claims management, including major network chargeback processes.
• Leadership: Proven leadership experience in managing large teams and driving strategic initiatives.
• Analytical Skills: Strong ability to use data to make decisions and identify trends.

Additional Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced and dynamic environment.
• Proficiency in relevant software and tools.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:00am-5pm Monday - Friday, hybrid working 3 days in office at Pittsburgh PA (preferred) or Johnston, RI, position can be fully remote outside of Pittsburgh/RI

Pay Transparency 

The salary range for this position is $92,800 - $150,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.   

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.

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.