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Citizens Financial Group

Senior Manager, Fraud & Claims Quality Control (QC)

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The Senior Manager, Fraud & Claims Quality Control (QC) is responsible for the end-to-end leadership, strategy, and execution of the Fraud & Claims QC program. This role provides oversight of quality control frameworks, ensuring alignment with regulatory requirements, risk management standards, and business objectives.

This leader is accountable for driving a robust, forward-looking QC program that not only identifies risk but shapes operational improvements, enhances control effectiveness, and enables better business outcomes. The role requires a strong people leader with deep Fraud and Claims expertise, exceptional attention to detail, and the ability to lead through change in a complex, evolving environment.

Key Responsibilities

Program Leadership & Strategic Oversight

  • Own and continuously evolve the Fraud & Claims QC program strategy, including frameworks, methodologies, and governance
  • Establish and maintain enterprise standards for QC execution, sampling, testing, and documentation
  • Ensure QC programs provide accurate, comprehensive visibility into operational performance, regulatory adherence, and emerging risks
  • Lead program enhancements, including sampling model changes, control redesign, and expanded QC coverage

People Leadership & Organizational Effectiveness

  • Lead, coach, and develop a team of QC Managers and analysts, building a high-performing, accountable organization
  • Set clear performance expectations aligned to business and risk objectives
  • Drive a strong coaching culture, ensuring feedback is actionable, consistent, and tied to performance improvement
  • Ensure effective capacity planning, prioritization, and execution discipline across the team

Risk, Control & Compliance Leadership

  • Act as a senior leader responsible for maintaining a strong risk and control environment across Fraud & Claims QC
  • Partner with Risk, Legal, Compliance, and business leaders to ensure controls are well-designed and operating effectively
  • Oversee issue identification, escalation, root cause analysis, and remediation of QC findings
  • Ensure readiness and support for internal audits, regulatory exams, and governance forums

Quality Oversight & Execution Excellence

  • Provide oversight of QC execution to ensure accuracy, consistency, and adherence to regulatory and procedural requirements
  • Drive alignment across QC teams through calibration, standardization, and quality assurance routines
  • Ensure QC outputs effectively identify process defects, compliance gaps, and operational risk trends
  • Maintain a disciplined approach to documentation, evidence, and audit readiness

Data, Reporting & Executive Insights

  • Own and enhance QC reporting frameworks to deliver clear, concise, and actionable insights to senior leadership
  • Translate QC results into strategic recommendations that drive business decisions
  • Identify trends, systemic issues, and emerging risks through advanced data analysis and reporting
  • Drive automation and reporting enhancements to improve efficiency and transparency

Change Leadership & Continuous Improvement

  • Lead large-scale transformation initiatives across the QC program
  • Drive continuous improvement efforts to enhance quality, efficiency, and effectiveness
  • Facilitate cross-functional working sessions to solve complex operational and risk challenges
  • Influence stakeholders and drive adoption of new processes, controls, and technologies

Business Partnership & Influence

  • Serve as a trusted advisor to Fraud & Claims leadership, providing insights on quality performance and risk exposure
  • Build strong partnerships across Operations, Risk, Compliance, and Audit
  • Influence decision-making through data-driven insights, sound judgment, and business acumen
  • Represent the QC function in leadership forums, risk committees, and governance meetings

Qualifications, Education, Certifications and/or Other Professional Credentials

  • Required Qualifications
    • 3+ years of leadership experience, including managing managers and/or leading large, complex teams
    • 3+ years of experience in Fraud, Claims, or Operations within a financial services environment
    • Demonstrated experience leading enterprise or program-level initiatives
    • Strong decision-making and problem-solving ability, with comfort operating in ambiguity
    • Exceptional attention to detail and risk awareness
    • Proven ability to coach, develop, and lead high-performing teams
    • Strong organizational and execution skills, with ability to manage competing priorities
    • Advanced analytical and critical thinking skills
    • Excellent communication and executive presence, with ability to influence senior stakeholders
  • Preferred Qualifications
    • Experience in Quality Assurance (QA) or Quality Control (QC) program leadership
    • Background in Risk Management, Compliance, or Internal Audit
    • Experience supporting regulatory exams or large-scale audits
    • Strong understanding of Fraud & Claims processes across multiple products (Debit, Credit Card, ACH, ID Theft, etc.)
    • Experience leading process transformation, automation, or change management initiatives

Hours & Work Schedule

  • Hours per Week: 40
  • Work Schedule: Hybrid Schedule (4 days in Office) Monday – Friday, 8:00am-5:00pm