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Manager Group Card Operations and Fraud

City National Bank

Newark, Delaware(remote)

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JOB DETAILS
SALARY
$127,626–$237,014 Per Year
SKILLS
Analysis Skills, Banking Operations, Banking Services, Call Center Operations, Coaching, Communication Skills, Community Support, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Support/Service, Data Analysis, Dental Insurance, Detail Oriented, Entrepreneurship, Financial Services, Health Plan, Industry Standards, Interpersonal Skills, Leadership, Maintain Compliance, Management Strategy, Mentoring, Multitasking, Network Support, Operational Audit, Operational Improvement, Operational Strategy, Operations Management, Operations Processes, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Presentation/Verbal Skills, Problem Solving Skills, Procedure Implementation, Process Improvement, Regulations, Regulatory Compliance, Regulatory Requirements, Reporting Skills, Resource Management, Risk, Risk Management, Safety/Work Safety, Strategic Planning, Team Lead/Manager, Time Management, Trend Analysis, Vision Plan, Workforce Management, Writing Skills
LOCATION
Newark, Delaware
POSTED
12 days ago
Overview:
MANAGER GROUP CARD OPERATIONS AND FRAUD

 

WHAT IS THE OPPORTUNITY?

City National Bank (CNB) is seeking a dynamic and experienced Fraud Operations Leader to oversee and drive the success of our Fraud Operations team. This role is critical in ensuring the safety and security of our clients and the firm against the risk of fraud by managing an effective fraud operational strategy across people, processes, and technology.

As the Fraud Operations Leader, you will be responsible for leading a team focused on fraud alert reviews across all fraud types, ensuring operational excellence, and delivering a seamless client experience. This role requires a strong focus on efficiency, effectiveness in mitigating fraud, and maintaining a well-managed regulatory environment.

As the Fraud Operations Leader, you will play a pivotal role in managing fraud alert management and people strategy, ensuring timely and accurate completion of fraud alert reviews, and maintaining operational excellence. You will lead and develop a high-performing team, develop and implement robust procedures and controls, and ensure adherence to regulatory requirements and internal policies.

This is an exciting opportunity to make a significant impact by shaping the future of fraud operations at CNB, driving innovation, and fostering a culture of excellence and accountability.

 

WHAT WILL YOU DO?
 
  • Leadership & Team Management:
    • Lead, mentor, and develop a team of fraud operations professionals, fostering a high-performance culture.
    • Oversee workforce management to ensure optimal staffing levels and efficient resource allocation.
    • Conduct performance reviews, provide coaching, and create development plans to support career growth.
  • Fraud Operations Oversight:
    • Manage the end-to-end fraud operations process, including fraud alert reviews, client fraud escalation intake, and client contact across all fraud types.
    • Ensure timely and accurate completion of fraud alert reviews.
    • Oversee the development and implementation of fraud detection and prevention strategies to mitigate risk and protect clients.
  • Risk Management & Compliance:
    • Ensure all fraud operations activities comply with regulatory requirements, industry standards, and CNB policies and procedures.
    • Develop and maintain robust procedures and controls to mitigate fraud risks and ensure operational integrity.
    • Collaborate with the Head of Fraud and other stakeholders to align fraud operations with the bank’s overall risk management strategy.
  • Performance Management & Reporting:
    • Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of fraud operations.
    • Analyze trends and data to identify areas for improvement and implement solutions to enhance performance.
    • Provide regular reporting and updates to senior leadership on fraud trends, operational performance, and key initiatives.
  • Collaboration & Stakeholder Engagement:
    • Build and maintain strong relationships with internal and external stakeholders, including clients, and regulators.
    • Partner with cross-functional teams, including technology, compliance, and customer service, to drive fraud prevention initiatives and improve client experience.
  • Strategic Initiatives:
    • Drive the development and execution of the fraud operations strategy and roadmap, ensuring alignment with CNB’s broader goals to grow, simplify, and transform.
    • Lead and participate in bank-wide fraud-related projects and initiatives.
    • Proactively identify opportunities to enhance fraud alert management, streamline operations, and improve efficiency.
WHAT DO YOU NEED TO SUCCEED?
Required Qualifications*
  • Bachelor's Degree or equivalent
  • Minimum 15 years of management experience.
  • Minimum 15 years of Operations/Call Center experience in a banking or financial services environment.
 
Additional Qualifications
  • Proven experience leading fraud operations, risk operations, or payment operations in a financial services organization
  • Strong knowledge of fraud detection and prevention strategies, tools, and technologies.
  • In-depth understanding of regulatory requirements and compliance standards related to fraud operations.
  • Exceptional leadership and team management skills, with a track record of building and developing high-performing teams.
  • Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.
  • Strong interpersonal, verbal, and written communication skills, with the ability to interact effectively with all levels of the organization and external stakeholders.
  • Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
  • Demonstrated ability to drive innovation and implement process improvements.
  • Ability to perform functional duties and related positions with minimal supervision

WHAT'S IN IT FOR YOU?
Compensation
Starting base salary: $127,626 - $237,014 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
  • Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
  • Generous 401(k) company matching contribution
  • Career Development through Tuition Reimbursement and other internal upskilling and training resources
  • Valued Time Away benefits including vacation, sick and volunteer time
  • Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
  • Career Mobility support from a dedicated recruitment team
  • Colleague Resource Groups to support networking and community engagement
 
Get a more detailed look at our Benefits and Perks.

ABOUT US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.#CA-NW, #LI-NW.

About the Company

C

City National Bank

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