Head of Fraud Management, Commercial Card Operations Latam (…

Key responsibilities:

• As a Regional Process Owner, have end-to-end accountability in LATAM for the Fraud Management, Disputes and Authorizations processes across Commercial Cards.
• Be an active member of the LATAM Operations Management Team, strongly representing the interests of the Global Head of Fraud Management’s portfolio.
• Closely work with Global Head of Commercial Cards Fraud Risk Management and be an active member of Global Commercial Cards Fraud Risk Management core group in order to represent LATAM region case, to drive standardization & best practices globally in Commercial Card Operations.
• Ensure fraud performance is commensurate to the company’s quantitative and qualitative Fraud Risk Appetite Framework.
• Provides specialized analytics and management insights to the fraud risk senior management on policy compliance and aggregated risk measurement.
• To assist the Global process owner to define the Fraud Management framework and road map and implement it within the LATAM region.
• Work collaboratively as appropriate with counterparts in other regions, as required and agreed with the Global Process Owner, to contribute to Global 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.
• Current leadership responsibility for 1 Direct Report (AVP) in Tampa and circa 10 Fraud Management 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 minimizing authorization 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 Authorizations, particularly to minimize 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 behaviors in line with the O&T Operating Principles.

Knowledge/ experience

• Proven sustained success in Cards and/or Fraud Management disciplines.

• Prior experience and knowledge of Cards is essential
• Cards Fraud Management expertise 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.