Job Description

The Fraud Operations Site Leader – Irving TX is a new role, in our new office in Irving, TX. This leader oversee Fraud Operations colleagues and processes in the Irving Site. The leader will build and manage a next-generation fraud operations team, combining strong operations management discipline with data-driven insights and modern technology to deliver efficient, high-quality outcomes and excellent customer experiences.

This role is ideal for an experienced operations leader who thrives in high-volume, regulated environments and is comfortable leveraging data and technology—including emerging AI and agentic tools—to drive performance, scalability, and continuous improvement.

Key Responsibilities

Operations Leadership & Performance Management

• Lead a multi-level, global fraud operations organization responsible for customer outreach, fraud detection, and claims processing.
• Establish, monitor, and optimize key performance indicators (KPIs) to ensure outcomes align with financial, customer experience, and timeliness expectations.
• Drive consistent execution of high-velocity, regulated operational work with a strong focus on quality, efficiency, and workforce engagement.
• Collaborate with other site leaders and stakeholders to continuously improve processes and outcomes.

Data-Driven Decision Making

• Work with the Command Center/Workforce management team to use data to identify trends, manage capacity, improve productivity, and inform operational decisions.
• Translate insights into actionable improvements across processes, controls, and customer experiences.

Technology & Innovation

• Partner with technology and product teams to implement and enhance operational tools, controls, and platforms, including industry-leading and emerging AI/agentic capabilities.
• Champion change and innovation, adopting new technologies and operating models to modernize fraud operations while maintaining appropriate oversight and controls.

People & Stakeholder Leadership

• Hire, develop, and retain top operational talent within a newly formed fraud operations organization.
• Build strong cross-functional relationships within Fraud & Claims and across the broader matrix organization to ensure alignment and shared accountability.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Bachelor's degree preferred.
• Experience in fraud operations, banking, financial services, customer service, investigations, risk management, or a related field required.
• Proven 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, KPI-driven execution, and continuous improvement.
• Strong analytical skills with the ability to use data to manage performance and drive outcomes.
• High level of comfort with technology and process automation; experience partnering with technology teams and adopting new tools is essential.
• Experience in fraud detection, prevention, or resolution is beneficial, but not required for the right operational leader.
• Change-oriented, innovative leader with the ability to scale teams, implement new operating models, and deliver results in dynamic environments.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F, position is 4 days in office at our Irving, TX office (1 day from home)

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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.