IRA Servicing Operations Leader (Hybrid)

Citizens Bank; Johnston (RI); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Citizens Bank in Johnston, RI seeks a Servicing Operations Manager for the Retirement Services team. You will lead a 12–15 person group, overseeing end-to-end IRA servicing activities, drive performance through data-driven insights, and coordinate with Branch, Contact Center, and customers to resolve issues.

You will manage risk, policy execution, and process improvements while ensuring regulatory compliance and efficient capacity planning in a hybrid in-office/remote setting.

Qualifications

• 2+ years of leadership or people management experience.
• Strong knowledge of IRAs and retirement servicing.
• Familiarity with regulatory and compliance frameworks impacting servicing.
• Proven ability to manage operational risk and maintain a strong control environment.
• Strong analytical skills and data-driven decision making.
• Excellent communication and stakeholder management across teams and partners.

Responsibilities

• Lead day-to-day operations and coach a 12–15 person team.
• Maintain a strong control environment and ensure regulatory adherence.
• Champion customer outcomes and drive process improvements.
• Manage staffing, workload, and capacity to meet targets.
• Leverage data to inform capacity planning and performance.
• Support IRA servicing initiatives, system implementations, and vendor integrations.

Skills

People management

IRA knowledge

Regulatory compliance

Data analysis

Stakeholder management

Project management

Job description

Citizens Bank in Johnston, RI seeks a Servicing Operations Manager for the Retirement Services team. You will lead a 12–15 person group, overseeing end-to-end IRA servicing activities, drive performance through data-driven insights, and coordinate with Branch, Contact Center, and customers to resolve issues.

You will manage risk, policy execution, and process improvements while ensuring regulatory compliance and efficient capacity planning in a hybrid in-office/remote setting.