Head of Fraud Workforce Orchestration

Primary responsibilities include

• Assessment of current workforce management solutions and processes; leading business as usual functions while developing future state.
• Manages a team of workforce, quality assurance, and operations colleagues.
• Managing the global operations workforce and relationships ensuring work assignments are completed within service levels and quality standards.
• Providing vision, thought-leadership, direction and management of future AI-enabled workforce management; the role does not require coding but strong knowledge of how to use data to manage a workforce
• Follows standards and practices for fraud control and management to minimize fraud exposure, loss and regulatory errors.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • 5+ years experience leading operations in financial services or similarly high-volume, regulated environments (e.g. insurance, government programs, medical or claims-based operations).
  • Demonstrated strength in operations management, including workforce leadership, Key Performance Indicator-driven execution, and continuous improvement.
  • Strong analytical skills with the ability to use data to manage performance and drive outcomes.
  • Used technology and process automation, experience partnering with technology teams and adopting new tools.
  • Change-oriented, innovative leader with the ability to scale teams, implement new operating models, and deliver results in dynamic environments
• Preferred Qualifications
  • Financial Services, Fraud, and/or Claims Management knowledge and experience
  • Intermediate-level skills with Excel, SharePoint, Tableau, SAS

Hours & Work Schedule

• Hours & Work Schedule M-F - 4 days in office, 1 day remote

• Hours per Week: 40
• Work Schedule: 8 am - 5pm

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.