Servicing Operations Lead

Description

The Servicing Ops Lead is responsible for overseeing all incoming and outgoing mail and package operations. This role serves as the on-site representative for the Delivery Solutions business line, operating with a high degree of independence while partnering closely with a manager based in Rhode Island.

This position requires sound judgment, strong organizational skills, and the ability to make decisions that are in the best interest of the business and the customer in a fast-paced, high-volume environment. The Servicing Operations Lead will act as the primary point of contact at this location, ensuring operational excellence, service reliability, and consistent execution of established service level agreements.

This role operates in a high-visibility environment and requires a strong professional presence. The Servicing Operations Lead is expected to interact confidently with business partners and vendors, demonstrate discretion, and consistently represent Delivery Solutions in a manner aligned with organizational standards and service expectations.

Primary Responsibilities Include

• Operational Leadership & Site Ownership
• Serve as the primary on-site point of contact for Delivery Solutions at this location.
• Represent the Delivery Solutions business line with confidence and professionalism while working under the direction of an off-site manager.
• Exercise independent judgment in day-to-day operations while escalating issues appropriately.
• Partner closely with business lines to resolve operational issues and respond to service inquiries.
• Mail & Package Operations
• Receive, sort, and distribute incoming mail and packages accurately and timely.
• Prepare and dispatch outgoing mail and packages, ensuring timely handoff to USPS and FedEx.
• Receive packages from carriers, log and track items using internal package-tracking tools, and coordinate delivery to business lines.
• Perform digitization of mail, colleague correspondence, and customer documentation as required.
• Customer Experience
• Champion a customer-focused mindset by ensuring service delivery meets business and customer expectations.
• Proactively review processes and workflows to identify opportunities for improvement.
• Address service issues promptly to minimize customer and colleague impact.
• Risk, Compliance & Controls
• Operate in compliance with regulatory, records management, and internal control requirements.
• Promote a strong risk and control culture by identifying and escalating potential risks.
• Resolve issues accurately and within established service level agreements.
• Business & Stakeholder Management
• Build and maintain effective working relationships with internal stakeholders and vendors.
• Participate in meetings on behalf of Delivery Solutions when management is unavailable.
• Research and respond to requests from business partners.
• Support records management activities as needed.
• Reporting, Documentation & Process Improvement
• Maintain and distribute reports that capture key operational metrics and performance trends.
• Ensure procedures, process documentation, and knowledge tools are accurate and updated timely.
• Proactively identify opportunities for process improvement and participate in change management initiatives.
  

Required Qualifications

Qualifications, Education, Certifications and/or Other Professional Credentials

• 5 years of experience in operations preferred.
• Previous experience in financial services environment preferred.
• Demonstrated ability to work independently and represent a business line without on-site leadership.
• Strong organizational and time management skills with exceptional attention to detail.
• Excellent written and verbal communication skills with the ability to engage confidently with stakeholders at all levels.
• Strong analytical and problem-solving skills with the ability to assess issues and recommend solutions.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Adaptable and flexible, with the ability to respond effectively to changing priorities.
• Leadership presence that fosters collaboration, accountability, and professionalism
  
  

Preferred Qualifications

• High school or equivalent required
  
  

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 9 to 5:30, Monday – Friday
  
  

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.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth