Head of Fraud Workforce Orchestration

Job description

At Citizens, we’re more than a bank. You’ll be part of an organization where you can think beyond your role, create new opportunities, and make a meaningful impact!! In this role, you will lead the day‑to‑day operations of the Fraud Operations Command Center, a critical function responsible for managing fraud and claims operational throughput. Fraud Operations is undergoing a significant transformation through the adoption of Artificial Intelligence and agentic capabilities. As a leader on the team, you will provide vision and direction to develop, scale, and sustain a modern workforce management Command Center. The Command Center oversees the data, tools, and resources required to ensure fraud claims, disputes, transaction alerts, and customer engagement activities meet service level, quality, and regulatory expectations. You will partner closely with technology, data, and operations teams to build and mature workforce management capabilities. This includes leading a team responsible for workflow assignments, quality and control reviews, and the operational management of global resources. Leveraging your expertise in operations, reporting, and technology, you will define business...