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The Senior Manager Digital, Scam & Mule Fraud leads enterprise strategy and execution to prevent, detect, and disrupt digital fraud, scam victimization, and money mule activity across customer channels. This role integrates fraud strategy, financial crime intelligence, customer protection, and operational response to reduce losses, protect customers, and strengthen regulatory compliance.

• Combines fraud prevention with scam ecosystem defense.
• Serves as a bridge between fraud, cyber, and product teams.
• Focuses on proactive risk reduction rather than only reactive response.

• Risk Strategy & Oversight
  • Develop and execute a holistic digital fraud, money mule, and scam prevention strategy across channels, including online banking, payments, onboarding, and authentication.
  • Embed prevention-first controls across the product lifecycle and customer journeys.
  • Advise executive leadership on emerging fraud threats, regulatory expectations, and risk posture.
  • Define risk appetite, key performance indicators, and loss targets for digital fraud and scam exposure.
• Analytical Leadership
  • Build and mentor a team of data scientists and analysts to develop and implement advanced machine learning and statistical models for fraud detection and prevention.
  • Drive portfolio fraud analytics across customer segments and provide actionable insights to inform risk strategies.
  • Develop predictive models to monitor and mitigate emerging fraud threats, integrating real-time detection capabilities with engineering and technology teams.
  • Use data-driven insights to recommend improvements to fraud prevention systems and technologies.
• Program Development & Collaboration
  • Partner with internal stakeholders, external vendors, and customers to launch and update risk controls across products.
  • Act as Business Segment Relationship Manager for vendor partnerships, ensuring compliance with third-party risk management requirements.
  • Collaborate with audit, business segment, and corporate risk teams to address issues and support strategic objectives.
• Operational Excellence
  • Manage, mentor, and develop a team within Fraud Strategy and Analytics, fostering a collaborative, innovative, and high-performance culture.
  • Establish team goals, measure performance, and ensure alignment with company objectives.
  • Drive operational efficiency and scale through process improvement, automation, and staff development.
  • Develop chargeback management strategies for card issuing and travel-related businesses.
• Documentation & Compliance
  • Create and approve risk assessments for new product launches and enhancements.
  • Maintain current documentation, including credit policies, procedures, and process flows.
  • Ensure adherence to corporate and business unit policies, standards, and regulatory requirements.

• Bachelor's degree required; advanced degree preferred. In lieu of a degree, additional years of segment-specific or risk-related experience may be considered.
• 10+ years of experience in fraud strategy, fraud prevention, data analytics, and risk management.
• 5+ years of experience in digital fraud risk management.
• Deep expertise in identity and payment fraud methods, tools, and processes for prevention, detection, and fraud operations.
• Advanced proficiency in data science techniques, including machine learning, predictive modeling, statistical analysis, and data.
• Experience with fraud detection platforms, rule engines, and data visualization tools.
• Strong understanding of payment processing systems, card networks, and risks specific to card transactions and corporate expense management.
• Excellent analytical, organizational, and problem-solving skills.
• Strong verbal and written communication skills, with the ability to present requirements and issues clearly.
• Ability to lead multiple projects simultaneously, prioritize effectively, and thrive in a fast-paced, evolving environment.
• Proficiency in Microsoft Office and analytical tools such as SageMaker, Python, R, SQL, and/or SAS.
• Knowledge of risk management principles and regulatory compliance requirements.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday

Pay Transparency 

The salary range for this position is $148,000 - $180,000 per year plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits 

This role is not eligible for new employersponsored or current H-1 B visa holders. Applicants, including current OPT, L and other visa holders, must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.

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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.

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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.