Business Support Manager II

Citizens; Boston (MA); On-site; USD 95,000 - 136,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, vision coverage

Retirement benefits

Maternity/paternity leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens is seeking a Business Support Manager to join the Treasury & Wholesale Payments (TWP) COO team. You will manage day-to-day priorities, drive reporting, governance, and system improvements while collaborating with Product, Sales, Finance and Technology.

The role requires strong financial acumen, advanced Excel/PowerPoint skills, and a hands-on approach across multiple business systems. Office-based in Boston with potential for project leadership.

Qualifications

• Bachelor’s degree or equivalent relevant professional experience.
• 3+ years of experience in business management, financial services, operations, client service, finance, analytics, project/program management, or a related field.
• Working knowledge of financial concepts and demonstrated ability to interpret financial and operational data.
• Strong proficiency with Excel and PowerPoint, Jira, Salesforce, Tableau, GRC Archer and comfort learning and working across multiple business systems.
• Strong analytical and problem-solving skills with the ability to translate data and information into clear business insights.
• Demonstrated ability to manage multiple priorities, organize work, and deliver against deadlines with limited direction.
• Strong written and verbal communication skills and ability to work effectively with stakeholders across functions and levels.
• Willingness to roll up your sleeves, operate outside a narrowly defined scope, and take ownership of emerging or time-sensitive priorities.

Responsibilities

• Support COO in day-to-day management and execution of TWP business priorities.
• Own and coordinate recurring business management processes, reporting, controls, attestations.
• Develop and analyze financial and operational reporting to identify trends, risks, opportunities.
• Maintain understanding of business financials: revenue, expenses, budget, forecasts.
• Support business systems and related processes, including reporting and data quality.
• Provide support for sales and revenue management infrastructure (Salesforce, Jira, Box).
• Coordinate business continuity planning and vendor activities.
• Partner across Product, Sales, Revenue Management, Finance, Risk, Operations and Technology.
• Prepare management reporting and executive materials as needed.
• Identify opportunities to simplify, automate, and improve controls.
• Serve as a flexible resource for high-priority projects.
• Manage multiple priorities and drive work independently.

Education

Bachelor’s degree or equivalent

Tools

Jira

Salesforce

Tableau

Box.com

GRC Archer

Job description

Description

The Business Support Manager will be a key member of the Treasury & Wholesale Payments (TWP) COO team, supporting the day-to-day management and execution of priorities across the business. The role requires a versatile, hands‑on operator who can move comfortably between business management, financial analysis, reporting, systems, governance and project execution.

This individual will serve as a utility player across TWP; owning recurring business processes while also rolling up their sleeves to support high-priority, time-sensitive initiatives as business needs evolve. The successful candidate will be intellectually curious, highly organized, comfortable working with large data sets and financial information, and able to operate effectively across multiple functions and levels of the organization.

Key Responsibilities:

• Support COO in day-to-day management and execution of TWP business priorities, including financial, operational, governance, and strategic activities.

• Own and coordinate recurring business management processes, reporting, controls, attestations, and other operational requirements.

• Develop and analyze financial and operational reporting to identify trends, risks, opportunities, and areas requiring management attention.

• Maintain a working understanding of business financials, including revenue, expenses, budget, forecasts, and key performance drivers.

• Support business systems and related processes, including reporting, data quality, user administration, enhancements, issue management and coordination with Technology and other business partners.

• Provide support for sales and revenue management infrastructure, including Salesforce, workflow/JIRA and Box.com management, reporting, training, and related processes.

• Coordinate business continuity planning, vendor activities, access administration and other COO owned processes.

• Partner across Product, Sales, Revenue Management, Finance, Risk, Operations, and Technology to drive issues to resolution and ensure clear accountability.

• Support the preparation of management reporting and executive-level materials as needed.

• Identify opportunities to simplify, automate, and improve existing controls.

• Serve as a flexible resource for high-priority projects and emerging business needs, taking ownership that may fall outside traditional functional boundaries.

• Manage multiple priorities simultaneously and independently drive work from problem identification through resolution.

Minimum Qualifications:

• Bachelor’s degree or equivalent relevant professional experience.

• 3+ years of experience in business management, financial services, operations, client service, finance, analytics, project/program management, or a related field.

• Working knowledge of financial concepts and demonstrated ability to interpret financial and operational data.

• Strong proficiency with Excel and PowerPoint, Jira, Salesforce, Tableau, GRC Archer and comfort learning and working across multiple business systems.

• Strong analytical and problem-solving skills with the ability to translate data and information into clear business insights.

• Demonstrated ability to manage multiple priorities, organize work, and deliver against deadlines with limited direction.

• Strong written and verbal communication skills and ability to work effectively with stakeholders across functions and levels.

• Willingness to roll up your sleeves, operate outside a narrowly defined scope, and take ownership of emerging or time-sensitive priorities.

Preferred Qualification:

• Experience within banking, financial services, treasury management, payments, or commercial banking.

• Knowledge of treasury management and wholesale payments products, business models, or operating environments.

• Experience supporting business financials, budgeting, forecasting, revenue management or performance reporting.

• Experience coordination cross‑functional projects involving Product, Sales, Finance, Risk, Operations and/or technology.

What Success Looks Like:

The successful candidate will be someone who can quickly generate trust and understand how the business works, determine what needs to get done, and take ownership without waiting for a perfectly defined playbook. They will bring structure to ambiguous problems, maintain discipline around recurring responsibilities, and be equally comfortable analyzing data and financial results, resolving systems issues, coordinating a business process, or jumping into a high-priority TWP initiative when additional support is needed.

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: M-F

Pay Transparency

The salary range for this position is $95,000 - $136,000 per year, plus an opportunity to earn additional incentive earnings. 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.

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

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.