IRA Servicing Operations Leader – Hybrid

Citizens; Johnston (RI); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Citizens is seeking a Servicing Operations Manager for the Retail Retirement Servicing group. You will lead a 12–15 person team, directing end-to-end IRA servicing including accounts, withdrawals, and tax withholding while ensuring adherence to regulatory standards.

You will drive process improvements, manage risks, and collaborate with Branch and Contact Center teams to deliver high‑quality customer experiences and efficient operations.

Qualifications

• 2+ years of leadership or people management experience.
• Strong knowledge of deposit accounts, specifically experience with IRAs.
• Familiarity with regulatory and compliance frameworks impacting servicing (e.g., state tax requirements).
• Proven ability to manage operational risk and maintain a strong control environment.
• Strong analytical skills with experience using data to drive decision‑making, improve performance, and support capacity planning.
• Excellent communication and stakeholder management skills, with the ability to collaborate across multiple teams and external partners.

Responsibilities

• Lead day-to-day operations of the Retirement Servicing team (12–15 colleagues).
• Oversee end-to-end IRA servicing activities including opening, contributions, withdrawals, beneficiaries, and withholding.
• Drive execution of business plans, policies, procedures, and systems in support of strategic objectives.
• Oversee customer and colleague support interactions via phone and chat, coordinating with Branch and Contact Center teams.
• Manage risk by maintaining an effective control environment and identifying gaps.
• Lead projects impacting IRA servicing, including process enhancements, system implementations, and vendor integrations.

Skills

Leadership

IRA knowledge

Data analytics

Regulatory knowledge

Stakeholder management

Communication

Job description

Citizens is seeking a Servicing Operations Manager for the Retail Retirement Servicing group. You will lead a 12–15 person team, directing end-to-end IRA servicing including accounts, withdrawals, and tax withholding while ensuring adherence to regulatory standards.

You will drive process improvements, manage risks, and collaborate with Branch and Contact Center teams to deliver high‑quality customer experiences and efficient operations.