Citi SVP - Operations Fraud in Buffalo, New York

  • Primary Location: United States,New York,Buffalo

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 16063390



Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition at explains what we do and Citi Leadership Standards at explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.

TTS Client Operations supports the movement of $3 Trillion per day across the globe for a variety of multi-nationals, governments and financial institutions in over 100 countries, and has established the largest proprietary transaction network in the industry. This unit of over 8,500 professionals and 4,000 extended workforce are responsible for supporting Cash, Trade and Cards businesses worldwide, providing an unparalleled experience post-sale across Europe, the Middle East, Africa, Asia, Latin America and North America, and is focused on supporting clients locally, regionally to create a more consistent, enhanced client experience, while maintaining pristine controls standards. TTS Client Operations are establishing a global team to provide 24/7/365 support to expedite and facilitate coordinated and timely responses to fraud events.

Key Responsibilities:

Protect – Detect – Recover:

Lead all aspects of development and implementation of fraud prevention strategies, leveraging existing data and best practices from current strategies, models, and processes

Lead dedicated recovery efforts in the event of live fraud situations, along with all associated crisis management efforts including internal escalation paths and external communication with clients/external parties, not limited to street banks/local authorities

Continuously manage and optimize fraud strategies related to wire transfers and other TTS products within the scope of the team

Oversee complex analyses identifying authentication strategy and procedure gaps

Identify portfolio monitoring gaps and work with MIS team to develop and build effective reporting

Work closely with the TTS Ops Controls Head and as Global TTS Client Operations Fraud Management Officer on regulatory policies, Citi policies and Fraud Management to ensure compliance

Ensure that appropriate KRIs/ORIs are in place and tools are available to monitor risk indicators

Analyze process flows for potential risk

Create metrics/dashboards for senior management, regulators and applicable monitoring groups

Lead on payment analytics, development of an algorithm that can predict the likelihood of a fraudulent payment based on a number of equations comparing the current payment with historical client activity

Collation of fraud event details notified internally and externally to build fraud profiles and place blocks / rules in payment applications

Reconfirmation process of payment orders, development of global standard and more immediate client confirmation tools working in conjunction with the regional and global teams

Input to resolution planning, regulatory reviews,

Development of fraud checklist and recovery playbooks

Internal training to raise awareness, best practices, development of GLMS training modules, mandatory for all staff

People Management:

Lead a team of 4-6 AVPs in the detection, protection and recovery of fraud

Prioritize work among team members to ensure proper mix of tactical strategy coverage and strategic project management

Ensure directs have clear goals and objectives, supporting both personal and business development.

Timely completion of staff annual performance reviews.

Ensure the execution of staff training in accordance with the deficiency needs and associated target dates to ensure that service, quality and capacity levels are maintained in accordance with departmental goals.

Capacity/resource management to support the timely execution of the functional tasks and responsibilities of the unit(s) in accordance with SLA’s, and departmental operating and performance standards.

Identify, develop and retain key talent on behalf of the overall business. Manage the performance of the direct reports, addressing poor performance sensitively and promptly and recognizing exceptional performance using the full range of supports within Citi


Create a 24/7/365 global client contact channels to report any fraud events

Oversee with internal partners all client communication pertaining to specific fraud events.

Develop and deliver client awareness and training related to fraud prevention best practices, and evolving fraud landscape

Represent Citi at client meetings and events


Drive and lead Top Banks global forums to enhance fraud detection, protection and recovery

Collaboration with SWIFT / industry forums/ local law enforcement

Represent Citi on industry committees


Ensure appropriate balance between fraud risk, operational cost and customer experience

Update and own the MCA process, ensuring that all risks related to Client Operations are captured

Ensure adherences to all Global Policies

Implement best practice process & controls to achieve high quality output

Responsibility for quarterly entitlement reviews

Ensure that all internal and external compliance/audit regulations controls are met

As part of the Global team, develop country profiles – Risk Rating / Process for recovery including indemnity letters, preferred legal partners

Maintenance and Testing of Global Fraud recovery listing, country by country for both presence and non-presence countries


Superior leadership, talent management and team building skills

Strong problem solving skills

Good organizational skills with the ability to work under pressure and prioritize within aggressive deadlines

An ability to drive and implement change and make informed decisions

Quick learner, self-motivated and resilient

Goals-focused and results-driven

Structured in approach

Excellent ability to communicate at all levels (verbal/written)

Strong analytical and problem solving skills

Detailed knowledge of Payments and receivables products globally, technical expertise with a business analytical background highly desirable

Payment Investigations SMEs, proven track record in the recovery of fraudulent payment

Developmental Value:

The position offers substantial experience in overseeing cross functional efforts to coordinate and manage Fraud Risk from a business perspective. The individual will further enhance subject matter expertise in new and emerging Fraud issues in Trade and Transactions services. Individual will also gain expertise in influencing global operations and procedures


Bachelor’s degrees required. Master’s degree is highly desirable

Minimum 7+ years of experience in payment operations or traditional / alternative payment methods; or 10+ years in analysis and data mining experience, preferably in a risk management context

Experience in working with complex, technology-focused businesses and their associated risks

Prior experience in mitigating different fraud types (such as account take over and data compromise) across various channels is highly desirable

Must have excellent communication and influencing skills, and be able to work across multiple groups with ease

Must be comfortable with a rapidly-changing workspace based on fraud threats

The successful candidate will have a demonstrable analytic, problem solving, and leadership skills

Experience leading Cross-functional teams

Familiarity with regulatory and compliance guidelines( global preferred)

Strategic and tactical thinking

Strong crisis management skills

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills