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Assistant Manager Fraud operations

Job Req ID 22509650 Primary Location Chennai, India Job Category Operations - Core
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JD Summary:-

The Ops Sup Supervisor (c10) is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.


  • Lead staff of 15-20 associates
  • Direct all activities in the department
  • Consistently reach business-defined performance indicators with urgency and commitment
  • Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
  • Conduct regular process reviews to identify improvements
  • Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
  • Serve as a role model in a culture of accountability, integrity and respect
  • Promote an environment of open communication
  • Participate in recruitment for the department and ensure retention of quality employees
  • Management Skills:
  • Takes immediate and independent action to resolve issues or problems when they arise
  • Ability to make sound decisions that reflect good judgment
  • Exceptional performance management abilities
  • Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment
  • Demonstrated success driving organizational change with a track record of process improvement
  • Ability to plan for projects and initiatives by identifying risks and assumptions
  • Exceptional influencing skills that inspire action without full reliance on authority
  • Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines including capacity planning and financials
  • Ability to probe beyond symptoms to determine the underlying causes of problems
  • Identify hiring needs to ensure adequate staffing
  • Serve as a backup for manager, as needed

Qualifications/ Experience & Other Skill Set:-

  • 15 or 16 years of full time graduation in any stream, preferably from commerce and arts background
  • 08-12 years of maximum experience, preferably from Banking or customer service/Backend Operations of any industry type
  • Should have been Team Leader/ Assistant Manager for minimum of 1 year on paper.
  • Experience in Disputes/ Chargeback/Card -Account Maintenance experience is a plus
  • Competence in Risk & Control, ability to identify and mitigate emerging risks
  • Familiarity and understanding of financial industry preferred
  • Excellent communication skills (written, verbal and interpersonal).
  • Extremely organized. Strong multitasking and time-management skills.
  • A demonstrated passion for learning and developing employees at all levels.
  • Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
  • Must possess good analytical skills
  • Dependable with proficient attention to detail
  • Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
  • Must possess procedure driven judgment in order to find the best solution to an issue
  • Must be goal oriented

Preferred personal attributes:

  •  Highly motivated & self-driven
  •  Result orientated
  •  Customer orientated
  •  Analytical thinking

Shift of operations:-

  • Shift timings: 24/7, predominantly 0530, 1530,1630,1830,2030 IST login timings.
  • Should be comfortable working any 5 days a week.

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


Job Family Group:

Operations - Core


Job Family:

Operations Support


Time Type:

Full time


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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