Servicing Ops Sr Manager

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

Job summary

Citizens Financial in Johnston, RI seeks an experienced Operations Manager to support daily credit card operations and ensure system stability across production environments. You will manage change requests, prioritize the Jira backlog, and collaborate with product, finance, and customer service teams to reduce risk and improve processes.

The role emphasizes proactive problem solving, attention to detail, and strong communication, with 4 days in-office and 1 day remote weekly.

Qualifications

• Bachelor's degree in business, finance, IT or related field.
• Proven experience in operations management, preferably in financial services.
• Strong understanding of credit card operations and related systems.

Responsibilities

• Production Support: provide ongoing support for credit card operations and systems.
• Monitor system stability, data integrity and continuity of operations.
• Deliver change requests including pricing and rewards updates.
• Manage production-support intake, prioritize Jira backlog, assign SMEs by urgency.
• Identify, troubleshoot and resolve operational issues promptly.
• Continuously evaluate and improve operational processes.
• Collaborate with product, finance and customer service teams.
• Drive customer experience improvements and measurable outcomes.
• Identify risks and ensure reporting to mitigate risk.

Skills

Problem-solving

Communication skills

Attention to detail

Interpersonal skills

Organization

Education

Bachelor's degree in Business Administration, Finance, Information Technology, or related field

Job description

We are seeking a highly motivated and experienced Operations Manager to join our Credit Card Operations team. This role is crucial in supporting daily activities and ensuring the stability, integrity, and continuity of our credit card systems. The ideal candidate will have a strong background in production support and system management, with a keen eye for detail and a proactive approach to problem-solving.

Primary responsibilities include

• Production Support: Provide ongoing support for credit card operations, ensuring smooth and efficient functioning of systems and processes.
• System Stability and Integrity: Monitor and manage system stability, ensuring data integrity and continuity of operations.
• Change Management: Deliver change requests, including pricing changes, rewards updates, and updates to credit bureau monitoring processes.
• Demand Intake and Prioritization: Manage the production-support intake process, maintain and prioritize the Jira backlog, evaluate resource capacity, and assign the appropriate subject-matter experts based on urgency and business impact
• Issue Resolution: Identify, troubleshoot, and resolve operational issues promptly to minimize impact on business operations.
• Process Improvement: Continuously evaluate and improve operational processes to enhance efficiency and effectiveness.
• Stakeholder Collaboration: Work closely with cross-functional teams, including product partners, finance, and customer service, to ensure seamless operations and support.
• Utilize problem-solving skills and innovative approaches to transform the customer experience, driving tangible improvements and measurable outcomes.
• Manage a well controlled team by identifying key risks, maintaining processes and procedures, and ensuring thorough reporting to mitigate risk.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Bachelor's degree in Business Administration, Finance, Information Technology, or a related field.
• Proven experience in operations management, preferably within the financial services industry.
• Strong understanding of credit card operations and related systems.
• Excellent problem-solving skills and attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong communication and interpersonal skills.
• Proficiency in relevant software and tools.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday- 4 days in Office- Johnston RI and 1 day remote.
• Occasional travel to Shelton CT required