VP, Callback Sr Manager - C13

Job Summary:

We are seeking a highly motivated and experienced Vice President – Callback Team Manager to lead a team of 15 professionals responsible for authenticating Wealth NAM and LATAM client instructions through callback verification. The team plays a critical role in ensuring the security and integrity of client transactions, including wire transfers, investment transactions, loan requests, and account maintenance updates.

The ideal candidate will bring strong leadership, operational expertise, and risk management skills to oversee daily operations, ensure compliance with regulatory and internal policies, and enhance the efficiency of the callback verification process.

Key Responsibilities:

Team Management & Leadership:

• Lead, mentor, and develop a team of 15 callback specialists to ensure high performance, accuracy, and compliance.

• Set clear performance goals and conduct regular reviews to drive accountability and continuous improvement.

• Foster a culture of client-centricity, operational excellence, and adherence to risk controls.

Operational Oversight:

• Oversee the daily execution of client authentication callbacks across wire transfers, investments, loans, and account maintenance requests.

• Ensure adherence to company policies, regulatory guidelines, and fraud prevention protocols.

• Ensure every individual to complete at least 60 callbacks a day.

• Monitor team workload and adjust resources to meet service level agreements (SLAs).

• Develop and implement best practices to enhance efficiency and accuracy in the callback process.

Risk & Compliance Management:

• Ensure strict compliance with internal control standards, regulatory requirements, and fraud prevention measures.

• Partner with Compliance, Risk, and Audit teams to proactively identify and mitigate risks in the authentication process.

• Investigate and escalate suspicious or fraudulent activities as per escalation protocols.

• Maintain thorough documentation of authentication activities for audit and regulatory review.

Stakeholder Collaboration:

• Work closely with internal teams, including Offshore Operations, Client Service teams, Compliance, and Banking Sales team, to streamline client authentication procedures.

• Act as a key point of contact for senior management on callback verification trends, risk exposure, and process improvements.

• Provide insights and recommendations to enhance fraud detection and client authentication strategies.

Process Improvement & Technology Integration:

• Identify opportunities to enhance callback efficiency through automation, process reengineering, or system enhancements.

• Collaborate with technology teams to implement tools that improve authentication security and client experience.

• Stay updated on industry trends and best practices related to client authentication and fraud prevention.

Qualifications & Experience:

• Bachelor’s degree in Finance, Business, Risk Management, or a related field (Master’s degree preferred).

• 8+ years of experience in financial services, operations, fraud prevention, or risk management, with at least 3 years in a leadership role.

• Strong understanding of financial transactions, including wire transfers, investments, loans, and account maintenance.

• Knowledge of regulatory requirements related to fraud prevention and client authentication.

• Exceptional leadership and people management skills, with the ability to drive team performance and engagement.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication and stakeholder management abilities.

• Proficiency in banking/financial systems and authentication tools.

Preferred Skills:

• Experience managing large-scale customer Service,  client authentication or fraud prevention teams.

• Familiarity with Wire transfers, SWIFT messages, MT and MX messages, Data management systems, wire workflow tools and operational risk frameworks.

• Process automation and technology enhancement experience.

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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:

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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.

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