Servicing Ops Manager

Citizens Bank; Johnston (RI); On-site; USD 95,000 - 125,000; Full time

Job summary

Citizens Bank is seeking 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, monitor productivity and service levels, and drive process improvements while ensuring compliance with regulatory requirements and risk controls. Strong leadership and collaboration across branches, contact centers, and internal partners are essential.

Qualifications

• Leadership experience in banking operations or servicing.
• Strong analytical, organizational, and problem-solving skills.
• Experience managing productivity and service levels.
• Knowledge of regulatory requirements and controls.

Responsibilities

• Lead and develop a team of servicing professionals.
• Oversee daily processing of account maintenance requests.
• Monitor productivity and service levels to hit goals.
• Ensure compliance with policies and regulations.
• Use data to drive performance improvements.

Skills

Leadership

Analytics

Performance metrics

Regulatory compliance

Process improvement

Tools

Workflow tools

Job description

Description

Servicing Operations Manager - Account Services

The Servicing Operations Manager, Account Services, is responsible for leading a team that supports customer account maintenance, across Consumer Deposit and Savings products. The role oversees daily operations, workflow prioritization, colleague development, risk and control execution, customer issue resolution, and continuous improvement initiatives. The manager partners closely with branches, contact centers, and internal business partners to ensure requests are completed accurately, timely, and in accordance with established service levels and regulatory requirements.

Primary 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.

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.

Preferred Experience

• Consumer Deposit and Loan Servicing experience.
• Familiarity with servicing platforms and workflow management tools.

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.