Servicing Ops Manager - Deposit Intake

Citizens Financial; Johnston (RI); Hybrid; USD 110,000 - 135,000; Full time

Benefits offered by this job

Hybrid work schedule

Office in Johnston RI

Job summary

Citizens Financial in Johnston, RI is seeking 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, procedures, and systems that advance departmental goals while ensuring regulatory compliance and strong internal controls.

The role requires cross-functional leadership, clear communication, data-driven performance management, and oversight of second-shift staff.

Qualifications

• Two or more years of leadership or people-management experience.
• Strong knowledge of transaction and check processing.
• Experience managing exception workflows.
• Strong analytical skills and data-driven decision making.
• Excellent communication and stakeholder-management skills.
• Ability to collaborate across teams and with external partners.

Responsibilities

• Lead daily operations while fostering an inclusive, engaged team environment and set clear performance expectations.
• Maintain a balanced control environment and develop, review, and execute policies and procedures.
• Promote fair customer outcomes by identifying, escalating, and resolving issues and leading process improvements.
• Manage workflow and staffing to meet daily targets within standard business hours while minimizing overtime.
• Use performance data to manage team output, guide capacity planning, and support continuous improvement.
• Lead and support initiatives affecting the collateral servicing function, including process improvements and system implementations.

Skills

Leadership

Risk management

Data analysis

Project management

Communication

Capacity planning

Job description

Servicing Operations Manager - Deposit Intake

As Servicing Operations Manager for Deposit Intake, you will lead 8-10 Transaction Processing colleagues and oversee daily, end-to-end deposit processing.

You will implement plans, policies, procedures, and systems that advance departmental goals while ensuring regulatory compliance and effective internal controls. This role requires strong cross-functional leadership, clear communication, and data-driven management of performance, capacity, and continuous improvement. You will also oversee 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 and strengthen individual and team performance 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 gaps when 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, with a demonstrated ability to coach, develop, and lead high-performing teams.
• Strong knowledge of transaction and check processing.
• Experience managing exception workflows.
• Strong analytical skills and experience using data to guide decisions, improve performance, and support capacity planning.
• Excellent communication and stakeholder-management skills, with the ability to collaborate effectively across teams and with external partners.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday, 8:30 a.m.-5:00 p.m. This position requires working four days per week in the Johnston RI office (one day from home).