Servicing Ops Sr Manager

Citizens-; Johnston (RI); Hybrid; USD 101,000 - 137,000; Full time

Job summary

Citizens Bank is seeking an Operations Manager for the Credit Card Operations team. The role focuses on production support, system stability, and change management to ensure the continuity and integrity of credit card systems.

Responsibilities include managing the Jira backlog, coordinating with product, finance, and customer service, and driving process improvements. The position offers 40 hours/week with 4 days in Johnston, RI and 1 day remote, plus occasional travel to Shelton, CT.

Qualifications

• 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 problem-solving and attention to detail; ability to manage multiple tasks in a fast-paced environment.
• Excellent communication and interpersonal skills; proficiency with relevant software and tools.

Responsibilities

• Provide ongoing production support for credit card operations, ensuring smooth functioning of systems.
• Monitor system stability and data integrity across critical processes.
• Deliver change requests, including pricing changes, rewards updates, and monitoring processes.
• Manage the production-support intake process, prioritize Jira backlog, allocate SMEs by urgency and impact.
• Identify, troubleshoot, and resolve operational issues promptly to minimize business impact.
• Continuously evaluate and improve operational processes for efficiency.
• Collaborate with product, finance, and customer service teams for seamless operations.
• Identify risks and ensure thorough reporting to mitigate risk.

Skills

Operations management

Production support

Problem solving

Communication

Education

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

Job description

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

Pay Transparency

The salary range for this position is $101,000 - $137,000 per year plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.