Job Description

Description

This business unit is a FinTech in a bank, a true innovator and disruptor in the payments and lending industry, and is building a world-class organization of team members. Several high-profile Fortune 50 companies are clients (e.g., Apple, Microsoft) and the group is rapidly expanding its partner portfolio across industry verticals including electronics, specialty retail, home goods & home improvement, travel & entertainment, and medical.

As an employee of Citizens, you become a part of an organization committed to serving customers, colleagues and communities in which we do business. Citizens is an established and successful financial services company with national presence and the ability to conduct business globally. We are committed to offering comprehensive and competitive benefits, encouraging our colleagues to develop and grow their careers, and providing a fiscally sound and stable work environment while delivering to our customers.

The Business Support Manager role within the Citizens Pay Operations team will be responsible assisting with developing key business processes, KPIs and oversight on daily productions tasks.

Primary responsibilities:

1. Build and maintain close relationships with stakeholders in Consumer Lendings Quality Assurance and Risk teams and provide assistance in documenting the any/all business processes when required.
2. Tracking, escalation and remediation of issues impacting risk and controls. Provide explanations for daily risk movements. Identify potential trouble spots and researching issues to closure.
3. Develop and maintain Management reporting including capacity, performance, SLAs and health.
4. Develop an enhanced and independent control environment over the Citizens Pay Operations function.
5. Oversight of Bizagi workflow tool, implementation and monitoring.
6. Procedures Management maintain proper tracking/updates needed and ensure timely develop of new procedures when required.
7. Project Management key participant in all change management activities requiring Operations Mgmt. intervention and execution.

Qualifications

* Experience with managing risk management activities ensuring both service and quality levels are adequately maintained
* Experience with Consumer Lending products
* Experience with building and maintaining effective relationships with stakeholders, clients, peers, supervisors, subordinates and other internal company staff
* Previous experience developing and tracking volume trends and ability to report to stakeholders
* Develop and maintain automation that integrates in existing tooling and products.
* Extensive experience managing projects including planning, implementation, and reporting
* Proven relationship management skills, strong track record of ability to build trust and credibility through communication, actions and presence.
* Extensive leadership skills including influencing without direct management
* Provide subject matter expertise for regulatory engagements and participates in all important interactions with the regulators.
* Bachelors Degree preferred
* Minimum of 5-7 years of experience in risk and operations management and business analysis preferred or equivalent work experience
* Expertise in the use of MS Office applications, particularly Excel

Hours and Work Schedule

Hours per Week: 40

Work Schedule: M-F 8-5

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, colleague or a dependents reproductive health decision making, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, genetic characteristic, citizenship, veteran or military status, marital or domestic partner status, family status/parenthood, victim of domestic violence, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran