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Head of Fraud Management, Commercial Card Operations Latam (VP)

Job Req ID 22534766 Primary Location Tampa, Florida Job Category Operations - Transaction Services
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Head of Fraud Management, Commercial Card Operations Latam (VP)

Job background/ context: 

Treasury and Trade Services (TTS) offer industry-leading Cash Management & Trade solutions to multi-national corporations, financial institutions and public sectors globally. Commercial Cards is a rapidly growing product in the TTS suite of products and has been identified as one of the top priority products within TTS business. The Commercial Cards business caters for a large number of corporate clients across over several markets in LATAM.

The role reports to the Global Head of Fraud and has a matrix line into the Regional Cards Ops Head, and is a member of the LATAM Operations Group Management Team and Global Cards Fraud Risk Management core group. The role is closely aligned to Product, Sales, Account Management, Implementations, Capabilities, and Technologies, and there are many interactions with these groups.

Job Description/ Person Specification

Job Description

Key responsibilities:

  • Closely work with Global Head of Commercial Cards Fraud Risk Management and be an active member of Global Cards Fraud Risk Management core group in order to represent LATAM region, to drive standardisation & best practise globally in Commercial Card Operations.
  • To assist the Global process owner to define the Fraud Management framework and road map and implement it within the LATAM region.
  • As a Regional Process Owner, have end-to-end accountability in LATAM for the Fraud Management, Disputes and Authorisations processes. 
  • Work collaboratively as appropriate with counterparts in other regions, as required and agreed with the Global Process Owner, to contribute to Regional and Global goals.
  • Financial Planning for LATAM Fraud/Dispute/Authorization functions and maintain control over these financials to meet the budgeted numbers.
  • Be an active player in fraud management forums in order to ensure Citi is ahead of the latest fraud patterns.  Transfer in best-in-class practices from around the world.
  • Develop and leverage strong working relationships with Visa and MasterCard in LATAM to represent Citi’s LATAM Commercial Card cause.
  • Be an active member of the LATAM Operations Management Team, strongly representing the interests of the Global Head of Fraud Management’s portfolio, but also acting as a leader to support wider LATAM Operations and business goals.
  • Current leadership responsibility for 1 Direct Report (AVP) and circa 7 FTE in the Back Office.
  • Liaise with agencies, internally within Citi, and externally beyond Citi, to ensure that best practices are being used within Commercial Cards, and that where fraud does occur there is the most effective follow-up and recovery activity.
  • Achieve Shareholder and Customer goals with a particular focus on fraud prevention, and the optimal balancing between fraud write-offs and minimising authorisations declines.
  • Critically analyse Fraud and Declines trends, drive continuous system and process improvements, to achieve optimal operating efficiency within the function. Lead parametric changes based on the results of the above analysis.
  • Lead discussions with Citi Investigative Services (CSIS) and assist them in investigating frauds.  Provide business perspective to such investigations and discussions.
  • Present Fraud Monitoring techniques to LATAM internal and external customers.
  • Lead operational efficiency improvement efforts to establish & maintain LATAM thought leadership & to achieve industry-beating standards in Fraud Management, Disputes and Authorisations, particularly to minimise write-offs and to enhance customer service experience.
  • Ensure Controls are at the heart of processes and procedures, and are robustly achieved in the operational areas responsible.
  • Ensure strong financial management and consistently high standards in accounting procedures relating to LATAM Fraud/Dispute operations.
  • Always exercise leadership behaviours in line with the O&T Operating Principles.

Development value:

This role offers tremendous exposure to diverse areas within the bank - enabling the candidate to develop by interacting with Clients, Product, Sales, Implementations, Operations & Technologies, Account Management and other relationship teams.  The candidate will have the opportunity to develop expertise in all aspects of Commercial Cards Operations, and will play a highly visible and vital role in supporting the Regional businesses.

Person specification:

FSA : Does this role require FSA registration? (YES/NO) NO

Knowledge/ experience

  • Proven sustained success in Cards Fraud Management disciplines.
  • Prior experience and knowledge of Cards is essential
  • Experience of Commercial Cards Operations is preferable.
  • Good understanding of Risk-related aspects of operational activities is essential.
  • Experience of working in a matrix/multi-site environment.
  • Chargebacks process and acquirer/issuer fraud liability experience.
  • Working with Visa, Master Card, Other Payment network providers.
  • Effective management of complex Vendor / Outsourcing relationship.

Skills:

  • Ability to create strategy, and convert into the successful execution of activities to support it.
  • Analytical and methodical.
  • Superior verbal, written and numeracy skills.
  • Proficient at MS Office, particularly the manipulation of documents in MS Excel and MS Access.

Qualifications:

  • Bachelor’s degree or equivalent or 10 years+ experience within the Banking and/or Financial Services industry.

Competencies:

  • Independent thinking, with strong thought leadership to challenge the status quo.
  • Relationship management and influencing competency.
  • Ability to work with intensity in a pressurised environment (multi-tasking is essential) and to retain sound decision-making judgement.
  • Must be proactive and prepared through own initiative to investigate issues with the minimum of information
  • Excellent communication with ability to engage at all levels, both verbally and through written materials
  • Self-motivated and core ability to drive results
  • Structured working competency.
  • Details-focused.
  • Ability to speak Spanish fluently is desirable.

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Job Family Group:

Operations - Transaction Services

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Job Family:

Cash Management

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Time Type:

Full time

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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