Payments Research Senior Servicing Operations Manager

Description

As the Payments Research Senior Servicing Operations Manager, you will report to the head of Transactions Processing within Consumer Deposits and Loan Servicing (CDLS). You will oversee a team of 40-50 colleagues and offshore resources who are responsible for researching and resolving deposit inquiry/dispute cases received from internal business areas and from customers. Responsibilities include but is not limited to overseeing the management of cases related to missing deposits, encoding errors, multiple presentments, processing of provisional credits requests and fee rebates related to remediation projects as well as ensuring timely and accurate processing of interest adjustments and supporting incident recovery.

Primary Responsibilities

• Manage day-to-day operational execution
• Ensure that all processes and procedures are executed completely, timely and accurately within your area of business and that these are resolved within requested timeframes
• Support build-out of the monetary dashboard used to oversee the health of servicing processes (i.e. adherence to operational and regulatory SLA, staff utilization, etc.)
• Leverage available data on productivity and quality to ensure that appropriate corrective actions and improvement initiatives are identified or actioned on
• Oversee and establish operational response plan to assess impact to customers and coordinate remediation across teams, as needed, for customers affected by incidents or operational errors
• Establish and maintain strong working relationships with a network of financial institutions, the Federal Reserve Bank, clearing house vendors, and peer Operations team to facilitate resolution of issues/cases
• Create and maintain a customer-obsessed and risk adverse culture.
• Encourage on-going ideation from team members on process improvement opportunities for inadequate, outdated, or inefficient processes that can be automated or re-engineered that can improve customer experiences, expense mitigation, or business productivity
• Responsible for all elements of risk management and how it impacts your daily responsibilities
• Understand and comply with regulatory requirements that impact your work including state and federal laws
• Escalate any risk issues to management timely
• Lead process walkthroughs with internal and external assurance functions for reviews/exams
• Ensure business line procedures are comprehensive, updated timely and reviewed annually
• Complete required Regulatory and HR compliance training each quarter by established deadlines as well as ensure all team training requirements are met
• Ensure colleague development and engagement activities are defined and executed
• Coach and develop managers and colleagues. Establish appropriate goals, perform coaching and review sessions, provide opportunities for growth and development for direct staff.
• Provide leadership and encourage communications with colleagues at all levels to encourage engagement
• Build, lead and participate in colleague engagement routines
• Develop colleagues for further career progression through cross-training and provide stretch opportunities through special projects and initiatives
• Mitigate or eliminate key person risk/single points of failure through cross training of colleagues and ensuring accurate
• Celebrate colleague achievements and utilize local and enterprise-wide programs for colleague recognition
• Contribute to strategic planning within area of expertise
• Manage high-level business strategy, coordinating business architecture, making general assessments of new business opportunities, and analyzing trends and drivers within business areas and locations to optimize strategy
• Provides support on process re-engineering, information management, technical implementation, and business strategy
• Support senior management efforts to grow or improve the business and be accountable for the communication of strategic business decisions
• Develop strong business partnerships with key functions, such as product teams, risk, and other operations/servicing functions
• Contribute to team meetings and presentations, including but not limited to Business Line Reviews, Town Halls, and management meetings
  

Qualifications, Education, Certifications And/or Other Professional Credentials

• High school diploma or equivalent required, Bachelor’s degree preferred
• 10-15 years financial industry experience, preferably supporting deposits
• Intermediate to advanced knowledge check processing requirements
• Strong analytical skills
• Strong knowledge of capacity management
• Strong verbal and written communication
• Strong focus on continuous improvement
• Strong collaboration skills and ability to influence across the organization
  
  

Hours, Work Schedule

• Hours per Week: 40 hours
• Work Schedule: 8am-4.30pm, Monday - Friday
• Hybrid schedule available (minimum of 3 days in office and 2 days in office contingent on as workload, meetings, and company guidelines for hybrid schedules)
  
  

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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