The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Commercial Cards fraud team. The overall objective of this role is to be responsible for MIS globally for the Commercial Cards fraud team.

Responsibilities:

• Manage one or more teams in Commercial Card fraud as well as complex and variable issues with significant impact over department(s). Evaluates team’s performance, make recommendations for pay increases, hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budget
• Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plans
• Demonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge
• Provides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolution
• Negotiate solutions and acts as a liaison with internal and external customers, as necessary
• Responsible for producing MIS and MBR decks for the global Commercial Cards fraud business
• Responsible for producing daily/weekly/monthly KPI's
• Ensure essential procedures are followed, contribute to defining standards
• Develop and implement effective policies and procedures to ensure timely, accurate and cost-effective delivery
• 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.

Qualifications:

• Strong MIS background
• Analytics background is preferred
• SAS, Python experience is preferred
• 6-10 years of relevant experience
• People management experience required
• Experience interacting with large corporate and government clients
• Card fraud management experience is preferred
• Consistently demonstrate clear and concise written and verbal communication
• Highly proficient in Microsoft Office tools (Excel, PowerPoint, Tableau)

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Primary Location:

Jacksonville Florida United States

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Primary Location Full Time Salary Range:

$93,440.00 - $140,160.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

Aug 29, 2024

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

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