Store Manager at Liquorland responsible for creating engaging store displays and enhancing customer experience. Leading retail operations and fostering a positive team atmosphere.
About the role
- Customer Abuse Group Manager leading fraud identification and mitigation strategies across account portfolios at Citi. Drive innovation and manage a high-performing team for optimal fraud control.
Responsibilities
- Lead efforts to manage the creation of the best-in-class customer abuse identification and mitigation program across all account portfolios, including rewards programs.
- Serve as the primary point of contact for business segments, service partners and product teams to escalate fraud-related matters.
- Drive innovation via thought leadership while maintaining end-to-end view and leveraging Global best practices
- Take ownership of strategy development and deliver tangible business benefit and value (e.g. loss avoidance, expense optimization, enhanced customer experience)
- Develop/maintain robust tracking and monitoring practices; continually ensure processes (the “how”) are optimized to enable rapid decisioning
- Manage and develop high performing team; establish bench strength to support needed fraud capabilities and business goals
- Developing and executing effective root cause and lessons learned strategies that drive continuous improvement in the bank’s oversight and execution of fraud risk management.
- Review and understand latest fraud/customer abuse trends and communicate directional areas of focus to the business, Operations and Analytics.
- Identify emerging risks and threats and specify potential areas for Operational and Analytic improvements.
- Lead efforts to streamline Operational processes to improve customer experience, fraud/abuse detection effectiveness, and Operational cost.
- Drive the implementation of productivity improvements and tool enhancements to identify fraud/customer abuse more effectively.
- Participate on cross-functional teams to enhance the Fraud Management process.
- Work with Operational Risk, Internal Audit and Compliance along with Control Standard and Process owners to identify and evaluate the effectiveness of controls.
- Partner with Policy, Operations, MIS/Analytics and Process Integration to ensure timely and comprehensive communication and foster consistency and transparency.
- Partner with Credit Policy and Financial Crimes units to identify trends and mitigate losses while minimizing good customer impacts.
Requirements
- 10+ years relevant experience, preferred
- Excellent communication skills – verbal & written
- Bachelor’s degree or equivalent experience
- Disputes/Claims OR Bank/Card fraud management experience, preferred
- Disputes/Claim Regulatory knowledge preferred
- Possesses strong institutional knowledge
- Ensure adherence to all regulatory, control and compliance requirements
- Identifies issues and outlines scope.
- Probes beyond symptoms to determine the underlying causes of problems
- Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency while balancing a need for action with a need for analysis
- Demonstrated ability to execute upon prioritized business goals/action plans
- Understands businesses processes, risks and can identify control issues
- Strong analytical skills
- Ability to work independently and influence others
- Strong project management ability
- Strong verbal and written communication skills
- Excellent problem solving, conflict resolution and change management skills
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
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