Citi Group VP Callback Sr Manager - C13 

United States, Florida, Tampa 

261838935

Key Responsibilities:

• 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.

• 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.

Anticipated Posting Close Date:

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