Business Support Manager I

Citizens Bank; Johnston (RI); On-site; USD 78,000 - 112,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Retirement benefits

Maternity/paternity leave

Job summary

Citizens Bank’s Private Wealth division seeks a PW Business Support Manager to drive organizational effectiveness, ensure priorities are visible and progressing, and coordinate across business, technology, and enterprise stakeholders.

The role owns the Private Wealth business intake, roadmap coordination, BrightIdeas program, and strategic project support, balancing big-picture thinking with hands-on execution. 40-hour weeks, salary range shown below.

Qualifications

• Bachelor's degree in Business, Finance, Management, or related field.
• 5+ years of experience in project management, business execution, strategic planning, business operations, consulting, or change management.
• Strong organizational and project management skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities simultaneously in a fast-paced environment.
• Strong stakeholder management and relationship-building skills.
• Proficiency with Microsoft Office Suite, including PowerPoint, Excel, and Teams.

Responsibilities

• Own the centralized Private Wealth business intake process.
• Maintain a consolidated inventory of business needs, enhancement requests, pain points, technology opportunities, and process improvement initiatives.
• Establish governance, prioritization criteria, intake tracking, and reporting processes.
• Ensure business requests are appropriately routed to the correct enterprise partners and tracked through resolution.
• Develop deep knowledge of Private Wealth technology platforms, enterprise initiatives, and strategic technology roadmaps.
• Serve as the primary liaison between Private Wealth business stakeholders and technology partners.
• Help translate business needs into actionable requirements and communicate technology plans back to the business.
• Support prioritization discussions to ensure technology investments aligned with business strategy and advisor needs.
• Maintain regular communication with stakeholders regarding roadmap progress and emerging opportunities.
• Own the administration and continuous improvement of the Private Wealth BrightIdeas program.
• Partner with business leaders to review submissions, identify themes, and prioritize opportunities.
• Coordinate with enterprise partners and initiative owners to advance approved ideas.
• Monitor progress and provide reporting on submission trends, implementation status, and business impact.
• Drive colleague engagement and promote a culture of continuous improvement and innovation.
• Provide project and program management support for initiatives owned by PWLT and the Business Execution team.
• Lead or support cross-functional initiatives, including process improvement, operating model enhancements, and business growth programs.
• Help maintain and manage the Private Wealth Leadership Team priority portfolio.
• Coordinate updates across leaders and enterprise partners.
• Monitor progress against strategic objectives and key initiatives.
• Prepare executive summaries, dashboards, and status reports for leadership review.
• Identify potential risks, interdependencies, and execution challenges.
• Support leadership routines, governance forums, and strategic planning activities.
• Support the end-to-end onboarding experience for new advisors, teams, and key hires joining Private Wealth.
• Coordinate activities across Human Resources, Operations, Technology, Compliance, and business leaders.
• Maintain onboarding tools, trackers, processes, and governance.
• Identify opportunities to improve onboarding effectiveness and scalability.
• Assist with major team transitions, acquisitions, or lift-out onboarding initiatives when applicable.

Skills

Project management

Stakeholder management

Communication skills

Multitasking

Cross-functional collaboration

Education

Bachelor's degree in Business, Finance, Management

Tools

PowerPoint

Excel

Teams

Job description

Description

The PW Business Support Manager plays a critical role in helping to drive organizational effectiveness, strategic execution, and business enablement across Citizens Private Wealth. This individual serves as a central coordinator, facilitator, and problem solver who helps ensure the business's most important priorities are visible, organized, and progressing appropriately.

This role acts as a key liaison between Private Wealth business leaders, technology partners, and enterprise stakeholders, maintaining a comprehensive view of business needs, strategic initiatives, enhancement requests, and operational priorities. The individual will own and evolve key business execution programs including business intake management, BrightIdeas, onboarding support, roadmap coordination, and project execution for strategic initiatives.

The ideal candidate is highly organized, proactive, relationship-oriented, and capable of navigating complex cross‑functional environments while balancing strategic thinking with hands‑on execution.

Key Responsibilities

Business Intake Program Management (30%)

• Serve as the centralized owner of the Private Wealth business intake process.
• Maintain a consolidated inventory of business needs, enhancement requests, pain points, technology opportunities, and process improvement initiatives.
• Establish governance, prioritization criteria, intake tracking, and reporting processes.
• Ensure business requests are appropriately routed to the correct enterprise partners and tracked through resolution.

Technology Roadmap & Business Liaison (30%)

• Develop deep knowledge of Private Wealth technology platforms, enterprise initiatives, and strategic technology roadmaps.
• Serve as the primary liaison between Private Wealth business stakeholders and technology partners.
• Help translate business needs into actionable requirements and communicate technology plans back to the business.
• Support prioritization discussions to ensure technology investments aligned with business strategy and advisor needs.
• Maintain regular communication with stakeholders regarding roadmap progress and emerging opportunities.

BrightIdeas Program Management (15%)

• Own the administration and continuous improvement of the Private Wealth BrightIdeas program.
• Partner with business leaders to review submissions, identify themes, and prioritize opportunities.
• Coordinate with enterprise partners and initiative owners to advance approved ideas.
• Monitor progress and provide reporting on submission trends, implementation status, and business impact.
• Drive colleague engagement and promote a culture of continuous improvement and innovation.

Strategic Project Support (5%)

• Provide project and program management support for initiatives owned by PWLT and the Business Execution team.
• Lead or support cross‑functional initiatives, including process improvement, operating model enhancements, and business growth programs.

Leadership Priority Management (10%)

• Help maintain and manage the Private Wealth Leadership Team priority portfolio.
• Coordinate updates across leaders and enterprise partners.
• Monitor progress against strategic objectives and key initiatives.
• Prepare executive summaries, dashboards, and status reports for leadership review.
• Identify potential risks, interdependencies, and execution challenges.
• Support leadership routines, governance forums, and strategic planning activities.

Onboarding Program Support (10%)

• Support the end‑to‑end onboarding experience for new advisors, teams, and key hires joining Private Wealth.
• Coordinate activities across Human Resources, Operations, Technology, Compliance, and business leaders.
• Maintain onboarding tools, trackers, processes, and governance.
• Identify opportunities to improve onboarding effectiveness and scalability.
• Assist with major team transitions, acquisitions, or lift‑out onboarding initiatives when applicable.

Qualifications

Required

• Bachelor's degree in Business, Finance, Management, or related field.
• 5+ years of experience in project management, business execution, strategic planning, business operations, consulting, or change management.
• Strong organizational and project management skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities simultaneously in a fast‑paced environment.
• Strong stakeholder management and relationship‑building skills.
• Proficiency with Microsoft Office Suite, including PowerPoint, Excel, and Teams.

Preferred

• Experience within Wealth Management, Private Wealth, Financial Services, or Banking.
• Experience partnering with technology teams and managing business requirements.
• Knowledge of project management methodologies and governance frameworks.
• Experience with intake management, portfolio management, or continuous improvement programs.

Hours & Work Schedule

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

Pay Transparency

The salary range for this position is $78,000 - $112,000 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

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

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.