Accounts Servicing Ops Leader - Excellence

Citizens; Johnston (RI); On-site; USD 90,000 - 120,000; Full time

Job summary

Citizens Bank seeks a Servicing Operations Manager – Account Services to lead a team responsible for customer account maintenance across Consumer Deposit and Savings products. You will oversee daily operations, prioritize workflows, and ensure service levels are met in line with regulatory requirements.

The role emphasizes coaching, process improvement, data-driven performance, and collaboration with branches, contact centers, and internal partners to deliver accurate and timely servicing and

Qualifications

• Leadership experience in banking operations, loan servicing, deposit operations, or a related environment.
• Strong analytical, organizational, and problem-solving skills.
• Experience managing productivity, service levels, and operational performance metrics.
• Knowledge of operational risk, controls, and regulatory requirements.
• Demonstrated ability to lead change and drive continuous improvement initiatives.

Responsibilities

• Lead and develop a team of servicing professionals through coaching, performance management, and ongoing feedback.
• Oversee daily processing of customer account maintenance / servicing-related requests.
• Monitor productivity, service levels, quality, and capacity to ensure operational goals are achieved.
• Maintain a strong control environment by ensuring compliance with policies, procedures, and regulatory requirements.
• Utilize data and reporting to manage performance, identify trends, and implement process improvements.
• Partner with Risk, Compliance, Technology, Product, and other business units to support strategic initiatives and operational excellence.
• Drive customer-focused outcomes by identifying and resolving operational issues and improving the overall servicing experience.

Skills

Leadership

Analytical skills

Operational metrics management

Regulatory knowledge

Job description

Citizens Bank seeks a Servicing Operations Manager – Account Services to lead a team responsible for customer account maintenance across Consumer Deposit and Savings products. You will oversee daily operations, prioritize workflows, and ensure service levels are met in line with regulatory requirements.

The role emphasizes coaching, process improvement, data-driven performance, and collaboration with branches, contact centers, and internal partners to deliver accurate and timely servicing and