Servicing Ops Manager - Deposit Intake

Citizens Financial Group; Johnston (RI); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Citizens Financial Group seeks a Servicing Operations Manager for Deposit Intake to lead 8–10 Transaction Processing colleagues and oversee daily, end-to-end deposit processing.

You will implement plans, policies, and systems that advance departmental goals while ensuring regulatory compliance and effective internal controls. Strong cross-functional leadership, clear communication, and data-driven performance management are essential, including overseeing second shift.

Qualifications

• Two or more years of leadership or people-management experience.
• Strong knowledge of transaction and check processing.
• Experience managing exception workflows.

Responsibilities

• Lead daily operations while fostering an inclusive, engaged team environment and coaching performance.
• Maintain a balanced control environment and ensure regulatory compliance.
• Promote fair customer outcomes by identifying and resolving issues and driving process improvements.
• Manage workflow and staffing to meet daily targets within standard business hours while minimizing overtime.
• Use performance data to guide capacity planning and support continuous improvement.
• Lead and support initiatives affecting the collateral servicing function, including system implementations and vendor integrations.

Skills

Customer Service

Fostering Inclusion

Industry Insight

Motivating Others

Operational Excellence

Persistence and Tenacity

Education

High School Diploma or GED

Job description

Servicing Operations Manager – Deposit Intake

As Servicing Operations Manager for Deposit Intake, you will lead 8–10 Transaction Processing colleagues and overseedaily,end-to-enddepositprocessing.

You willimplement plans, policies, procedures, and systems thatadvance departmental goals whileensuring regulatorycompliance andeffectiveinternal controls.This role requires strong cross-functional leadership,clear communication, and data-drivenmanagement of performance, capacity, and continuous improvement.You will alsooversee second-shift colleagues.

A key responsibility is managing time-sensitive exception queues and ensuring all deadlines are met.

Primary Responsibilities:

Leadership

Lead daily operations while fostering an inclusive, engaged team environment. Set clear expectations andstrengthen individual and teamperformance through consistent coaching, development, and feedback.

Risk Management

Maintain a balanced control environment aligned with regulatory expectations. Develop, review, and execute policies and procedures consistently and effectively, escalating risks or control gapswhen appropriate.

Customer Focus

Promote fair customer outcomes by promptly identifying, escalating, and resolving issues.Lead process improvements that enhance customer experience, operational efficiency, and quality.

Expense & Capacity Management

Manage workflow and staffing to meet daily targets within standard business hours while minimizing overtime. Monitor volumes, productivity, and service-level agreements to optimize resources and reduce operational risk.

Data-Driven Decision Making

Use performance data to manage team output, guide capacity planning, and support continuous improvement. Apply insights to validate process enhancements and deliver measurable results.

Project Management

Lead and support initiatives affecting the collateral servicing function, including process improvements, system implementations, and vendor integrations, to ensure successful delivery and alignment with business goals.

Qualifications, Education, Certifications and/or Other Professional Credentials

Preferred Qualifications

• Two or more years of leadership or people-management experience, withademonstrated ability to coach, develop, and lead high-performing teams.
• Strong knowledge of transaction and check processing.
• Experience managing exception workflows.
• Strong analytical skillsandexperience using data toguide decisions, improve performance, and support capacity planning.
• Excellent communication and stakeholder-management skills, with the ability to collaborate effectively across teams andwithexternal partners.

Work Schedule: Monday–Friday, 8:30 a.m.–5:00 p.m. This position requires workingfour daysper weekinthe Johnston RIoffice (one day from home).

Required Skills

• Customer Service
• Fostering Inclusion
• Industry Insight
• Motivating Others
• Operational Excellence
• Persistence and Tenacity

About Us

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.

Equal Employment and Opportunity Employer

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.

Job Info

• Job Identification 49640
• Job Category Servicing & Operations
• Degree Level High School Graduate/GED
• Job Schedule Full time
• Job Shift 1st
• Locations One Citizens Bank Way, Johnston, RI, 02919, US