Ops Sup Manager

The Ops. Sup. Manager is responsible for providing leadership to a team involved in performing Fraud Investigations / Recoveries for Credit Card / Retail Bank and related functions for U.S. Personal Banking products & allied Services. Full supervisory responsibility, ensuring motivation and development of team through professional leadership to include duties such as performance evaluation, hiring, etc. as well as direction of daily tasks and responsibilities

Responsibilities:

• Have strong operations knowledge on the areas of Fraud operations (US Credit Cards & Retail) & Chargeback processes
• Supervise & manage teams involved in complex processes.
• Lead / participate in strategic initiatives viz. Identify opportunities to reduce the Manual touch points, Enhancing controls through systemic enhancements
• Participate in leadership meetings & contribute valuable suggestions ensuring risks and control aspects are properly addressed.
• Serve as partner to the onshore team in the reengineering initiatives
• Ensure 100% delivery is achieved as per the agreed SLA
• Manage a strong stakeholder connect through regular touchpoint meeting Ensure the COB strategies are managed well by proactive planning

Team Management Responsibilities:

• Handle a team and ensure appropriate coaching & support is provided.
• Foster an environment of learning and development.
• Consistently work towards creating self-sustained team through cross training. Drive a strong emphasis on adherence to Citi culture, leading by example
• Ensure a robust performance management system is followed
• Drive the culture of team building / employee engagement activities to keep the morale of the team high always.
• Should have the ability to manage teams across locations. Qualification
• 12-15 years of relevant experience in managing Operation Risk, etc.
• Excellent verbal and written communication skills Customer focused with excellent Interpersonal skills and ability to work well in a team environment collaborating across diverse groups
• Demonstrated understanding of complex operation processes, knowledge of financial investigations / General ledger is preferable
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• Exhibit problem-solving and decision-making skills

Education:

Bachelor’s/University degree

Shift Timing

• Candidate should be willing to work in 24*7 shifts including late night shift start timings
• Should be flexible for any shift timing (rotation shifts, permanent night shifts and late-night shift

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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